Technical Support Engineer

Join our Application Management Services team to provide Tier 2 support for the Millennium Capacity Management solution. You will help customers investigate and resolve application issues, manage support tickets, and maintain reliable healthcare workflows.

The wider team supports Millennium and Soarian solutions across Asia Pacific, Australia, and the United States, providing 24/7/365 coverage. This role primarily supports US based customers and involves issues that can affect clinical operations, patient safety, and financial processes.

Required skills and capabilities

• Basic SQL knowledge and the ability to use queries to support troubleshooting.
• A structured approach to investigating application issues and analyzing technical information.
• Excellent verbal and written English, with the ability to explain technical findings clearly.
• Strong customer service skills, including patience, empathy, and professionalism.
• Attention to detail and accuracy when handling customer data, documenting investigations, and implementing changes.
• The ability to manage competing priorities and remain effective during incidents and escalations.
• Strong collaboration skills and a willingness to guide and support team members.
• A proactive approach to learning through documentation, self-study, and formal training.
• Availability for scheduled shifts and mandatory on-call support.

Relevant experience

Experience in application support, technical customer support, or a service desk environment would be valuable. Familiarity with healthcare applications, Millennium, Soarian, Capacity Management, log analysis, or incident and change management processes would also be beneficial.

Working arrangements

• Remote working is available.
• Scheduled shift: 2:00 PM to 11:00 PM EET (local time)
• Participation in a rotating on-call schedule is mandatory.

Key responsibilities

• Investigate and resolve application issues by gathering information, using troubleshooting tools, observing end-user workflows, and reproducing reported problems.
• Use SQL queries, database analysis, and application logs to investigate data discrepancies, functionality concerns, and data extract requests.
• Perform authorized database updates, server restarts, and other remediation activities in accordance with approved procedures and change management requirements.
• Take ownership of support tickets from initial investigation through resolution, keeping customers informed of progress and next steps.
• Prioritize incidents and service requests based on severity, urgency, customer impact, and agreed service level commitments.
• Support incident management, handle escalations, and collaborate with technical and cross functional teams to resolve complex issues.
• Maintain clear, accurate investigation notes, troubleshooting steps, resolutions, and knowledge articles.
• Communicate professionally with customers by phone and in writing, demonstrating empathy and a practical approach to problem solving.
• Participate in mandatory on-call rotations and provide timely follow-up on existing cases during on-call duty.
• Mentor colleagues, share knowledge, and actively participate in product training and ongoing learning.
• Meet agreed quality, productivity, and service level performance targets.