Technical Support Engineer

hace 2 meses

Guadalajara, México Helpware A tiempo completo

**About Us**

Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.

**Position Overview**

Our client connects patients, doctors, and developers to accelerate healthcare innovation. As an Advanced Technical Support, you will deliver world-class support to our customers.

**Primary Responsibilities**:

- Be the Electronic Health Record (EHR) integration expert and monitor sync stability for customers and partners
- Find the root cause of a customer's issue, map the issue to the associated area of the product, and provide reproducible steps to engineering teams
- Be a resource - you will provide cross-functional front-line team members with support in resolving customer issues, translating technical concepts into a more digestible manner, and expanding internal knowledge
- the voice of the customer - listen, understand the root of the customer's problem, and use data to analyze feedback and improve how we work
- Share knowledge by documenting and training cross-functional teams

**Qualifications**:

- 2 or more years of experience working in a fast-paced SaaS environment
- An excellent understanding of SQL queries and databases
- Familiarity with debugging browser issues using developer tools /Javascript console
- Working knowledge of Python, Ruby and familiarity of AWS
- A deep understanding of both physical and virtual server infrastructures, including virtual machines.
- Familiarity with troubleshooting in Windows and IT Infrastructure experience is a plus
- Experience with Jira, Confluence, or other defect-tracking software and CRMs such as Salesforce are a plus
- Ability to thrive without a playbook and adapt to a dynamic product
- Strong bias to action - we are growing fast and there is no time to waste
- Strong written and verbal communication skills in the English language

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