Role: Technical Support Engineer
Location: Raleigh, NC
Work Type: Hybrid
Job Type: Contract
Job Description:
The Technical Solutions team focuses on care and research innovation. We support new business by expanding the boundary of the product in select areas, and we provide a scalable technical support framework for One Client, Client Workbench, Research Solutions, and other new portfolios. As a Senior Technical Support Engineer for Research Solutions, you will work closely with internal stakeholders to identify, reproduce, troubleshoot and resolve deep technical issues. You will also provide support for infrastructure, permission, and configuration changes. These high-level technical support and sustaining services will help customers achieve their business outcomes. You will have the opportunity to collaborate with customers, top developers, architects, and operations teams to troubleshoot complex and challenging issues. You will help build support tooling and infrastructure.
**Very small chance of travel in the US to client sites if needed to support.**
Responsibilities:
- Help define and manage technical customer issues, by reproducing and owning the issue lifecycle from start to finish.
- Determines root cause by reading through code; troubleshoot customer reported issues; implement security and permissions configuration changes.
- Drive operational efficiencies for issue resolution by identifying process, tooling, and product improvements. Create playbooks and knowledge base content for issue resolution.
- Cloud operations such as creating buckets, VMs, and security access controls
- Troubleshoot and resolve software API and integration issues
Minimum Qualifications:
- Bachelor's Degree in Computer Science, Information Systems, Mathematics, Statistics or related area.
- 3+ years experience troubleshooting object oriented code, with strong preference for Java, Scala and/or Python.
- 3+ years experience working with SQL, and experience in troubleshooting data issues
- Proficiency with Github
Preferred Qualifications:
- 4+ years of experience in supporting healthcare or life science technology, with a strong preference for those with eClinical or clinical research software products.
- Experience supporting highly regulated software.
- Experience with Redox and/or Epic integrations
- Experience with FHIR
- Experience with AI to drive support efficiencies
