Technical Support Engineer – EHR

India | Remote

Full time | UK business hours

Technical Support Engineer | Technical Support Analyst | Technical Solution Analyst | Application Support Engineer | Technical Support Consultant | EHR / EMR | SQL | Production Support

Script Assist is hiring junior Technical Support Engineers to investigate and resolve technical and functional problems within our healthcare software platform.

We are particularly interested in candidates currently or recently working as:

• Technical Support Engineer
• Technical Support Analyst
• Technical Solution Analyst
• Associate Technical Support Consultant
• Technical Support Consultant
• Application Support Engineer
• Application Support Analyst
• Software Support Engineer
• Software Specialist
• Software Specialist – Support
• Product Support Engineer
• Production Support Engineer
• EHR / EMR Technical Support Analyst

This job is deliberately designed to reach junior technical-support populations from companies such as:

• eClinicalWorks
• Altera Digital Health / Allscripts
• Oracle Health / Cerner
• athenahealth
• NextGen Healthcare
• PracticeSuite
• MEDITECH
• InterSystems / TrakCare
• other EHR / EMR / HIS and enterprise SaaS vendors

eClinicalWorks uses the Technical Support Engineer and Software Specialist career family; Altera currently recruits Associate Technical Support Consultants for entry-level enterprise healthcare software support; Cerner has used Technical Support Engineer and Technical Solution Analyst roles.

This is software/application support .

It is not desktop, hardware, network or generic IT support.

Script Assist is a UK healthcare technology company.

Our platform supports complex private clinical services and connects clinics, pharmacies, prescribers, patients and operational teams.

The software contains interconnected:

• clinical workflows
• application logic
• permissions
• configuration
• customer data
• statuses
• integrations
• operational workflows
• users and roles

When something goes wrong, the customer's description of the problem may only be the starting point.

Our Technical Support Engineers need to enjoy asking:

• Can I reproduce it?
• What happened immediately before the issue?
• What does the data show?
• Is the configuration correct?
• Is this expected application behaviour?
• Is the user's workflow correct?
• Is another system involved?
• Does the problem affect everyone or one customer?
• Is this a genuine software defect?
• What evidence does Engineering need?
• How can I verify the fix?

You will:

• Triage technical support and application-support tickets
• Investigate customer-reported software issues
• Gather evidence required for diagnosis
• Reproduce application problems
• Analyse application behaviour
• Inspect error messages and available logs
• Perform basic data investigation
• Use SQL where appropriate
• Investigate application configuration
• Identify likely root causes
• Distinguish software defects from data, configuration and workflow problems
• Investigate production-support incidents
• Write clear reproduction steps
• Document findings accurately
• Escalate complex defects to Product and Engineering
• Work with developers and QA engineers
• Validate software fixes
• Retest issues before closure
• Maintain accurate incident and ticket histories
• Communicate technical information clearly to customers
• Build troubleshooting documentation and knowledge articles
• Identify recurring issues and opportunities for automation or process improvement

We are primarily targeting candidates with 0–2 years of experience .

An ideal candidate may have approximately 6–24 months as a:

• Technical Support Engineer
• Application Support Engineer
• Technical Support Analyst
• Technical Solution Analyst
• Technical Support Consultant
• Associate Technical Support Consultant
• Software Support Engineer
• Software Specialist
• Product Support Engineer
• Production Support Analyst

We will also consider an exceptional fresher or graduate with strong technical aptitude.