Support Engineer

Summary

Join DexCare, a leading digital care orchestration platform, as a Support Engineer. You will provide advanced technical support to customers using the DexCare platform, troubleshoot system issues, and collaborate with engineers and vendors. This role requires 5+ years of technical customer support experience, including 2+ years in Healthcare IT. Strong problem-solving skills, effective communication, and experience with ticketing tools are essential. DexCare offers a competitive salary, comprehensive benefits, including health insurance, paid parental leave, unlimited PTO, and a hybrid/remote work arrangement. The ideal candidate will be located in the Eastern Time Zone and possess experience with various Healthcare IT systems and tools.

Requirements

• 5+ years of technical customer support experience with 2+ years focused in Healthcare IT frameworks
• High degree of comfort troubleshooting code related issues and reading error logs
• Clear and empathetic writing style
• Effective communicator and collaborator across internal teams and customers
• Experience working with ticketing tools and documenting support processes
• Strong problem-solving and analytical skills
• Comfortable functioning in a highly dynamic and fast-paced Agile/Scrum environment

Responsibilities

• Provide advanced technical support and invaluable assistance to customers using the DexCare platform
• Provide support to users and coordinate with vendors to ensure the successful installation and implementation of systems
• Troubleshooting system issues via various system monitoring tools
• Effectively triage, investigate, diagnose, escalate, and solve customer tickets, routing to engineering as appropriate
• Contribute to internal and external documentation
• Become a product expert

Preferred Qualifications

• Experience working in Epic, Cerner and/or other Healthcare IT systems
• Experience with DataDog, Splunk, LaunchDarkly, Jira and SalesForce
• Background in Systems Engineering preferred (monitoring and troubleshooting systems performance, conducting technical research, and developing system documentation, such as user manuals, processes, and procedures)

Benefits

• Eligible for Annual Bonus
• Healthcare benefits, short/long-term disability coverage, life insurance, and 401k
• Paid Parental Leave
• Eight paid holidays & Unlimited PTO
• Hybrid and remote working arrangements