Job Description
We are seeking a Tier 2 Technical Support Engineer with experience supporting complex healthcare or EHR (Electronic Health Records) platforms. This role focuses on advanced troubleshooting, system analysis, and resolving escalated technical issues for a sophisticated clinical software product used by healthcare providers in the U.S.
This is a highly technical support role, requiring strong problem-solving skills, product learning ability, and clear communication in English.
Key Responsibilities
Provide Tier 2 technical support for a complex healthcare software platform
Investigate and resolve escalated issues from Tier 1 support
Troubleshoot application, data, and integration-related problems
Analyze logs, system behavior, and error patterns to identify root causes
Support system configurations, workflows, and product functionality
Collaborate with engineering and product teams when deeper investigation is required
Document issues, solutions, and technical findings clearly
Experience supporting EHR, EMR, or healthcare software systems (required)
Strong troubleshooting and analytical skills in software environments
Ability to learn complex systems quickly and work independently
Experience with logs, debugging, or technical issue investigation
Strong written and verbal English (B2/C1 minimum)
Experience using ticketing systems (Zendesk, Jira, Freshdesk, or similar)
Preferred / Nice to Have
Basic SQL knowledge
Experience with APIs or system integrations
Background in SaaS or technical application support
Healthcare IT or HealthTech experience
We offer health insurance for contractors
Holiday Extra Pay
The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client’s needs.
This is a 100% home-based position
We prioritize the mental health of our team members and offer mental health days to support their well-being.
In addition to the base salary, performance-based incentives are provided.
There is an annual review and appraisal process in place.
There are ample opportunities for professional growth and advancement within the company.
