Overview
Our Technical Support Engineer (TSE) requires a blend of strong technical skills (particularly in database management and Java development), excellent problem-solving abilities, and good customer communication skills. The TSE should be comfortable making direct code changes while also understanding the broader impact of these changes on the customer’s experience and the overall system.
Requirements
Prior experience with customer service or help desk environment
Ability to conduct software demonstrations and other client-facing duties
You are curious and want to learn and problem solve
Ability to work with non-technical clients to gather requirements and translate into technical specifications
Intermediate knowledge of relational databases and database development
Beginning to Intermediate knowledge of Java
Beginning to Intermediate knowledge of Node, JavaScript, HTML and CSS development
Beginning to Intermediate knowledge of React
Nice to Haves
Experience with AWS, Oracle, Postgres or Docker
Previous knowledge of HL7
Responsibilities
1. Customer Portfolio Management:
Be part of a dedicated customer pod
Manage a specific subset of the company’s customer portfolio
Act as the primary technical point of contact for assigned customers
2. Technical Troubleshooting and Problem-Solving:
Investigate and diagnose issues reported by customers
Analyze database queries to identify performance issues or data discrepancies
Debug Java code to locate the source of bugs or unexpected behavior
3. Code Modifications:
Implement small changes and bug fixes directly in the codebase
Optimize database queries for better performance
Make minor adjustments to Java code to resolve issues
Minor front end HTML, CSS modifications at customer request.
4. Data Analysis:
Investigate data variance issues
Ensure data integrity and consistency
Propose and implement solutions for data-related problems (requires proficiency in PSQL)
5. Customer Communication:
Explain technical issues and solutions to customers in an understandable manner
Provide regular updates on the progress of issue resolution
Gather detailed information from customers to aid in problem diagnosis
6. Collaboration with Core Development Team:
Escalate complex issues that require more extensive changes
Contribute insights from customer interactions to inform product improvements
Participate in code reviews for changes affecting their customer portfolio
7. Documentation:
Maintain detailed records of issues, solutions, and code changes
Contribute to knowledge bases and internal documentation
Create internal-facing documentation for common issues or workflows
8. Continuous Learning:
Stay up to date on the product’s features and architecture
Expand knowledge in relevant areas (e.g., database optimization, Java development)
Share knowledge and best practices within the customer pod and wider support team
Location and Schedule
This position is based out of our downtown Phoenix, AZ office, with a hybrid schedule working from the office 3 days per week. This position requires availability to work an on-call weekly rotation, in which you will access systems to ensure updates, upgrades, deployments, etc., are functioning appropriately
About Us
When you choose STChealth, you will be choosing a small company where you can make a big contribution. You’ll be choosing a long-standing industry leader with a 36-year history and a start-up mentality. And you’ll be choosing to join a team of people determined to reduce the impact of preventable disease and empower people throughout the healthcare ecosystem world-wide.
Named one of Arizona’s Top Workplaces, you will find that we are a highly engaged group of people, motivated and inspired by each other, and passionate about the collective work we do in creating intelligent solutions for healthier communities all over the world.
Benefits? Ours are outstanding. Some of the highlights include a 100% company-paid medical plan, 401(k) matching, paid new parent leave, flexibility to work remotely, casual dress, dog days, a focus on well-being, unlimited volunteer hours, and an amazing amount of paid time off.
Apply today to join our team!
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Must be a United States citizen or have authorization to work in the United States as defined by the Immigration Act of 1986. STChealth is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected Veteran status.
