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Technical Services Engineer - HealthEdge Software, Inc.
Software Engineer
Seeking a skilled L2 Technical Services Engineer to provide advanced application support, incident management, and root cause analysis for enterprise customers. Focus on ensuring maximum system availability and customer satisfaction.
About the role
Key Responsibilities
- Monitor, triage, and resolve customer production service requests across Critical, High, Medium, and Low priority levels.
- Perform root cause analysis for complex production issues and implement effective solutions.
- Act as a liaison between L1 support, development teams, and product engineering.
- Ensure maximum system availability and high levels of customer satisfaction.
- Document incidents, resolutions, and knowledge base articles.
- Participate in on-call rotation for production support.
Requirements
- Proven experience in technical support, specifically L2 production support.
- Strong understanding of incident management and root cause analysis methodologies.
- Excellent problem-solving and analytical skills.
- Ability to communicate effectively with technical and non-technical stakeholders.
- Experience with enterprise applications and customer support platforms.
Skills
production supportincident managementroot cause analysisapplication supportcustomer service