Senior Applications Support Engineer

We are seeking an experienced and results-driven Senior Applications Support Engineer.  This person will be responsible for providing support to Diameter Health customers and internal Implementation/Technical Sales staff.

Company Overview: This is an opportunity to join an innovative and rapidly growing software company with offices in Farmington, CT and Wellesley, MA as a Senior Applications Support Engineer. Our team and strategic investors are passionate about transforming healthcare. As a rapidly growing organization serving the healthcare market, we are looking for the right people who align with our vision, mission and culture and are excited about joining a fast-paced, entrepreneurial environment.

Our goal is to change the face of healthcare by becoming the de facto standard technology platform for clinical data, no matter the downstream applications. Our team is built around professionals with a desire to succeed and a creative energy to drive change.

Job Summary: We are seeking an experienced and results-driven Senior Applications Support Engineer.  This person will be responsible for providing support to Diameter Health customers and internal Implementation/Technical Sales staff. As an initial point of contact for support, this position plays a key role in ensuring timely response and quality support to customer inquiries. The position provides a critical interface with customers by answering user questions and resolving first and second-level technical issues or triaging more complex through proper escalation channels.  This is a highly visible position due to the direct daily contact with Diameter Health customers and internal stakeholders/management.

The role will provide support via phone, e-mail, and our customer management platform and must ensure prompt, courteous and professional service to our customers through effective communication, timely follow-up, technical expertise and adherence to department policies and standards. In addition, this role will play a vital part in the building out of professional services offerings such as proactive monitoring and customized data extraction routines.

Essential Functions and Duties:

  • Facilitate resolving customer product and technical inquiries and provide first/second level support
  • Provide a high availability and rapid response to all customer issues/escalations
  • Assist managing implementation, upgrades and environment support for hosted customers
  • Create accurate and complete documentation on all customer interactions and problem diagnostics
  • As needed, escalate issues appropriately, rapidly, and with necessary supporting documentation
  • Educate customers as necessary to enable them to support themselves or resolve their issues
  • Collaborate with colleagues to ensure Diameter Health can meet or exceed SLAs
  • Work closely with DevOps to steer solution upgrade and maintenance towards automation where appropriate
  • Communicate clearly at an appropriate level to provide a professional and knowledgeable experience for customers
  • Serve as a technical lead in the execution of the organization’s proactive monitoring strategy

Knowledge and Skills:

  • Cloud solutions (AWS, Azure, GCP)
  • Familiar with containers and microservices
  • Knowledge of HIPAA; ability to implement systems and processes in accordance with regulations
  • Strong knowledge of Windows Server 2012-2019 and Linux server operating systems (Ubuntu, Red Hat)
  • Familiar with enterprise database software (SQL, MongoDB)
  • Competency in JavaScript/Node applications
  • Familiarity with medical terminology (C-CDA, HL7)
  • Familiarity with Elastic, Redis, Logstash, Kibana
  • Able to troubleshoot issues using performance graphs and metrics
  • A self-starter who is able to work independently, prioritize and trouble-shoot new issues
  • Competency with network security (Firewall, SSL)
  • Competent in use of Microsoft Office applications (Word, Excel, etc.)
  • Experience creating customer-facing documentation
  • Fluent in the English language
  • Excellent verbal and written communication skills
  • Strong organizational skills
  • Ability to maintain calm, professional demeanor while balancing multiple priorities

Basic Qualifications:

  • Associate Degree (Electronics or Computer Science concentration preferred)
  • 5+ years of work experience in a technical support role with direct customer contact
  • Experience in using remote support methods

Preferred Qualifications:

  • Bachelor’s degree
  • 10+ years of work experience in a technical support role with direct customer contact
  • MongoDB experience
  • Previous experience using CRM or other customer/system logging applications

Work Conditions:

  • Office environment plus work-from-home (requires functional, quiet environment)
  • Must be able to work fluctuating schedule during various hours and required rotating on-call shifts
  • Must be able to work occasional weekends to meet business needs
  • Occasional travel for training (5%)

Job Location: Wellesley, MA

Contact:  Careers@DiameterHealth.com

® Diameter Health is a trademark registered in the US Patent and Trademark Office.