Expert Technical Support Engineer

Reproduce issues in test and production environments.

Analyze and classify defects based on severity, frequency, and software versions.

Gather diagnostic evidence including application logs, SQL traces, network traces, and user recordings.

Document findings, workarounds, root cause hypotheses, and reproduction steps.

Coordinate escalations between Support, Engineering, and Development teams.

Manage incidents through ITSM platforms and track PRBs and defect tickets.

Communicate technical findings effectively to customers and stakeholders.

Create and maintain Knowledge Base (KB) articles.

Provide detailed troubleshooting documentation and escalation summaries.

Windows Server

PowerShell

Windows Services

Event Viewer

Certificate Management

Citrix and Virtual Desktop Infrastructure (VDI)

Microsoft SQL Server

SQL Agent Jobs

ODBC

SQL Extended Events

SQL Troubleshooting and Query Development

HL7

Enterprise Interface Engines

Secure Messaging Solutions

Identity & Access Management Systems

EHR Integrations

TCP/IP

DNS

Firewalls

Network Ports

PKI and Certificate Management

Azure DevOps

GitHub

ServiceNow or similar ITSM platforms

Log Analysis and Diagnostic Tools

AI-enabled troubleshooting and automation tools

Experience within Healthcare IT environments is highly desirable, including knowledge of:

HL7 Workflows

ADT (Admission, Discharge, Transfer)

Patient Matching

EHR Systems

EDMS/DMR Platforms

Clinical Workflows and Healthcare Integrations

Advanced troubleshooting and root cause analysis

Environment isolation and issue reproduction

Escalation and incident management

Defect classification and release mapping

Strong customer communication skills

Technical documentation and knowledge management

Cross-functional collaboration and stakeholder management