Technical Services Engineer

About the role

Job Summary

The Technical Services Engineer is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

Project coordination and task ownership while serving as the primary point of contact for customer communication and issue resolution.

Serve as the primary implementation resource for client projects from kick-off through completion

Second-level support for healthcare IT systems, including troubleshooting and resolving escalated technical issues.

Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.

Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team.

Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.

Maintain detailed records of incidents, solutions, and workflows in the ticketing system.

Contribute to the continuous improvement of support processes and knowledge base.

Ensure compliance with regulatory standards and internal IT policies.

Support key customers and maintain positive relationships, providing updates and guidance as needed.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Posting text as published by DeepHealth.

The evidence behind this listing

Workplace

Remote Employer field

Seniority

Not established

Employment type

Not established

Location as listed

Remote job | Boston

Pay and work authorization

Stated pay

Not stated

Visa sponsorship

Not stated

Security clearance

Not established

Citizenship

Not established