Associate Customer Support Engineer supporting enterprise customers using Flashpoint’s Ignite cybersecurity intelligence platform. Troubleshooting SaaS, API, SAML, and data issues while improving support documentation.
About the role
- Technical Support Specialist assisting clients with application issues for health service providers. Collaborating with technical teams and enhancing system reliability through effective troubleshooting and documentation.
Responsibilities
- Client Communication: Engaging with clients via email and Teams meetings to understand, reproduce and troubleshoot technical issues and concerns.
- Backend Investigation: Identifying and investigating issues within the Application backend systems like configuration, integration, platform, different modules and database.
- Incident Management: Utilizing incident management software such as Better Stack to acknowledge and resolve critical or after hour Incidents
- Monitoring Implementation: Deploying monitoring tools like Azure Monitor, Better Stack, and Dynatrace for proactive system health monitoring.
- Team Collaboration: Document Investigation on tickets collaborate with other internal technical teams like Engineering, Architecture, Platform, etc.
- Interact with Clients: Act as the point of contact for Support coordinators from hospitals and healthcare regions, providing exceptional Application technical support.
- Problem Solve: Utilize your technical expertise to diagnose, reproduce and troubleshoot application issues efficiently.
- Create Documentation: Develop and maintain comprehensive documentation, including FAQs and troubleshooting guides for common application issues.
- Collaborate Across the Organization: Effectively manage escalations and collaborate with cross-functional teams to address complex technical challenges.
Requirements
- 1 – 3 years previous experience in a similar technical support role
- Degree or diploma in computer science, computer systems engineering, software engineering, web design, or a field related to the industry
- Knowledge on ITIL practices and framework
- Knowledge and experience in troubleshooting issues related to SQL server & database
- Knowledge and experience in Azure Dev-ops
- Knowledge and experience in Cloud Azure PaaS and SaaS environments
- Familiar with Scrum and agile process
- Strong knowledge of browser debugging tools for all major browser types
Benefits
- Compliance with all applicable privacy legislation
- Compliance with all employment legislation
- Compliance with all Vitalhub policies
- Participation in an inclusive and supportive team environment
- Continuing professional development to stay current with industry standards
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