System Technical Specialist
2 weeks ago
This is a remote position.
Job SummaryThe System Technical Specialist / Linux Administration L2 role will report directly to the Support Manager and work closely with support technicians, clinical and application specialists, and engineering teams.
This role is responsible for solving problems, sharing technical expertise, and product experience. The System Technical Specialist will mentor less experienced team members and provide a practical perspective to product design discussions to ensure our products work well within various client architectures.
As the highest point of escalation within client services, the System Technical Specialist will also be expected to provide requirements for product supportability and maintenance.
Key Responsibilities- Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow-ups until resolution, respecting set service level agreements.
- Act as a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA) for all Major Incidents.
- Participate in software requirements and root cause reviews with engineering, as well as design reviews with a particular mindset into the supportability of the software, and provide fixes and/or workarounds to issues found in the field.
- Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP).
- Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2.
- Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7).
- Participate in any project deemed necessary by the organization.
- Bachelor's degree in computer science, engineering, or equivalent.
- 3 years of experience in client-facing roles focused on Technical Support in Medical Software Field.
- Linux OS administration expertise.
- Networking troubleshooting expertise - Cloud Infrastructure.
- Development experience with scripting languages (PHP, Perl, Python, or equivalent).
- Ability to read code in other high-level languages.
- Highly motivated to excel and committed to continual skills improvement.
- Team oriented with strong communication and interpersonal skills.
- Creative thinker and practical problem solver.
- Work from home.
- 5 days a week work shift.
Bachelor's degree in computer science, engineering, or equivalent. 3+ years of experience in client-facing roles focused on Technical Support in Medical Software Field. Linux OS administration expertise. Networking troubleshooting expertise - Cloud Infrastructure. Development experience with scripting languages (PHP, Perl, Python, or equivalent). Ability to read code in other high-level languages. Highly motivated to excel and committed to continual skills improvement. Team oriented with strong communication and interpersonal skills. Creative thinker and practical problem solver.
Education
Bachelor's degree in Computer Science or a related field is preferred.
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