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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

The Support engineer provides outstanding customer service by supporting our clients with a wide range of needs. Serving as the initial point of contact for many of our clients, as well as an escalation point for internal teams, this person will gather and study operational information about the customer’s issue to help answer questions about installation, operation, configuration, customization, and usage of implemented products to find the best way to address their issue. Solutions include, but are not limited to:

  • first and second level triage of customer certification and production environments,
  • managing web applications
  • reviewing server resources
  • monitoring software and server alert systems
  • resolving username and password problems
  • verifying proper hardware and software setup
  • resolving connection issues

This is an excellent opportunity with growth potential and on-the-job learning and mentorship.

Support operates 24/7/365 and flexible shifts may be available

Duties and responsibilities

  • Initial point of contact for customers via customer self-service ticket portal, system alerts, email, or other electronic communications
  • Utilize and contribute to a shared knowledgebase providing procedural and technical direction
  • Provides technical support of hosted applications, servers, databases, 3rd party connections, and configuration
  • Assists with navigating around application menus, and may be required to remote into customer's systems
  • Utilizes a Jira, a modern ticketing and documentation tool for tracking customer issues
  • Escalate complex problems as needed, and routes tickets or engages and coordinates with additional teams as appropriate
  • Reaches out to customers to follow up on open issues, collect additional information, and confirm resolution details
  • Document all actions and steps taken when assisting the customer utilizing keen time management skills while working with the customer
  • Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
  • Real time monitoring of live client environments
  • Identify bugs and performance issues and identify ways to improve them.
  • Communicate regularly with fellow Health Catalyst team members in both Operations and Engineering
  • Become familiar and experts with Health Catalyst’s Data Operating System and how to use the tools to set up queries and schedule and execute Data Pipeline jobs

Qualifications and Skills

  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Amazing customer service skills, with the ability to empathize and work through conflicts
  • Excellent troubleshooting and problem-solving skills
  • Ability to learn new tools quickly
  • Highly collaborative
  • Jira experience a plus
  • Strong SQL skills
  • SQL Server administration experience a plus
  • Powershell skills a plus
  • C#/.net backend or front end development, QA, DevOps experience a plus
  • Experience in database monitoring, troubleshooting, and performance tuning
  • Experience with tuning Azure/SQL Server queries and how to read execution plans
  • Experience with Indexes in SQL Server and understand how to manage the various indexes (clustered, non-clustered, columnstore)

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.

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Confirmed a day ago. Posted 30+ days ago.

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