Health Catalyst

Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:

Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation

Analytics: deliver analytic applications & services that generate insight on how to measurably improve

Expertise: provide clinical, financial & operational experts who enable & accelerate improvement

Engagement: attract, develop and retain world-class team members by being a best place to work

We are seeking experienced L2/L3 Support Engineers to join our technical support team. The L2/L3 Support Engineer will be responsible for providing second and third-level technical support to our customers, resolving complex technical issues, and collaborating with other teams to deliver exceptional customer service. The successful candidate will have a strong technical background, excellent troubleshooting skills, and a customer-focused approach.

Responsibilities:

• Provide second and third-level technical support to customers, resolving complex issues and ensuring customer satisfaction.
• Collaborate with other teams, including L1 support, engineering, and product teams, to identify and resolve technical issues.
• Manage and prioritize support tickets, ensuring timely and effective resolution of customer issues.
• Document and communicate technical solutions and best practices to customers and internal teams.
• Continuously monitor and improve support processes, tools, and systems to enhance the customer experience.
• Be willing to work on the technical side of the project and support customers with their technical queries.
• Participate in on-call rotations and provide after-hours support as needed.

Requirements:

• Bachelor's degree in computer science, Information Technology, or related field
• 2+ years of experience in technical support, with a focus on providing L2/L3 support.
• Strong technical background, with expertise in one or more of the following areas: ETLs, databases, AWS cloud technologies such as CloudWatch, S3.
• Excellent problem-solving and troubleshooting skills, with the ability to analyze and resolve complex technical issues.
• Strong customer service skills, with the ability to communicate technical solutions effectively to customers and internal teams.
• Experience with support ticket management tools and processes such as JIRA or Azure DevOps (ADO)
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Willingness to work on-call and provide after-hours support as needed.

The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.

Studies show that candidates from underrepresented groups are less likely to apply for roles if they don’t have 100% of the qualifications shown in the job posting. While each of our roles have core requirements, please thoughtfully consider your skills and experience and decide if you are interested in the position. If you feel you may be a good fit for the role, even if you don’t meet all of the qualifications, we hope you will apply. If you feel you are lacking the core requirements for this position, we encourage you to continue exploring our careers page for other roles for which you may be a better fit.

At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.