Senior Support Engineer

pbAbout the role /b /p pJoin our bGlobal Support Network (GSN) /b and help ensure the reliability and availability of our healthcare IT solutions used by customers around the world. /p pAs a bSenior Support Engineer / Domain Expert /b, you will solve complex technical problems in business-critical customer environments, working closely with regional support teams, Cloud Operations, Professional Services, Product Management, Quality, and RD. You will combine deep technical troubleshooting with strong customer engagement and take ownership of issues through resolution. /p pBeyond resolving incidents, you will help us bprevent them /b by identifying recurring problems, improving our monitoring and observability capabilities, sharing knowledge, and contributing to more proactive and predictive support. /p pbWhat you'll do /b /p pbSolve complex technical problems /b /p ul liDiagnose and resolve complex incidents affecting enterprise healthcare IT solutions. /li liTake end-to-end ownership of technical issues and drive them toward resolution. /li liAnalyze logs, metrics, diagnostics, and system behavior to identify root causes. /li liCoordinate technical activities across teams during critical customer situations. /li liCommunicate findings, recommendations, and resolution plans clearly to customers and internal stakeholders. /li /ul pbBe a technical expert /b /p ul liBuild and maintain deep expertise in our products, technologies, and solution architectures. /li liProvide advanced technical guidance to support teams around the world. /li liWork across enterprise applications, operating systems, databases, networking, integrations, cloud, and containerized environments. /li liCollaborate with RD and other specialists on challenging technical issues and escalations. /li /ul pbPrevent tomorrow's incidents /b /p ul liIdentify recurring issues, technical trends, and systemic problems and contribute to root cause analysis and corrective actions. /li liContribute to the continuous improvement of our bmonitoring and observability platform /b, helping us identify emerging issues proactively, prevent incidents, and improve the reliability of our customers' environments. /li liTurn lessons learned into technical documentation and reusable knowledge. /li liContribute ideas that improve product quality, support processes, automation, and operational efficiency. /li /ul pbHelp the team and our services grow /b /p ul liShare knowledge and mentor colleagues across our global support organization. /li liContribute to the operational readiness of new releases, upgrades, and customer deployments. /li liRepresent customer needs and operational experience when collaborating with Product Management, RD, Quality, and other stakeholders. /li liExplore opportunities to use automation and AI-assisted diagnostics to improve customer outcomes. /li /ul pbWhat you bring /b /p pWe are looking for someone with: /p ul lib3 to 5 years of experience /b in technical customer support, enterprise software support, healthcare IT, or a comparable technical role. /li liStrong troubleshooting and analytical skills, ideally gained in bbusiness-critical or mission-critical environments /b. /li liA good understanding of enterprise application architectures, networking, operating systems, databases, and system integrations. /li libHands-on Kubernetes experience /b, including supporting and troubleshooting containerized applications and environments. /li libHands-on AWS experience /b, with practical knowledge of cloud infrastructure, networking, monitoring, and operations. /li liExperience analyzing logs, metrics, diagnostics, and other technical data to isolate complex problems. /li liExperience working directly with customers and managing technical escalations. /li liFamiliarity with ITSM and ITIL-based support processes. /li liExperience with healthcare IT is an advantage, but not essential. /li /ul pbWhat will help you succeed /b /p pYou enjoy solving difficult technical problems and are comfortable when the answer is not immediately obvious. You combine technical curiosity with a strong customer focus and: /p ul liTake ownership and follow problems through to resolution. /li liCommunicate complex technical topics clearly. /li liRemain effective in high-pressure customer situations. /li liCollaborate well across teams, cultures, and geographies. /li liEnjoy sharing knowledge and helping others succeed. /li liBring a bcontinuous learning and improvement mindset /b. /li /ul pFluent written and spoken English is required; additional languages are an advantage. A degree in Computer Science, Information Technology, Engineering, Healthcare Informatics, or a related discipline is preferred, although equivalent professional experience will also be considered. /p pbWorking in our Global Support Network Team /b /p pOur GSN operates through a bfollow-the-sun support model /b, providing expert support to customers worldwide. The role therefore requires some fl