Senior Technical Support Engineer - Overnight Shift (PST)

📋 Description

• Serve as the senior technical escalation resource for complex issues involving reporting platforms
• Lead responses to high-priority customer incidents (P1/P2), coordinate with Engineering on-call
• Oversee technical support for enterprise go-lives, including readiness assessments, implementation
• Improve ticket quality and service-level agreement (SLA) performance by establishing triage
• Identify recurring support issues and collaborate with Product and Engineering teams to address
• Develop and maintain technical runbooks, troubleshooting documentation, and Help Center resources

🎯 Requirements

• 6+ years of experience in customer-facing technical roles, such as support engineering, technical
• At least 2 years of experience serving as a senior technical escalation resource or team lead.
• Availability to work overnight hours aligned with Pacific Standard Time, following a
• Strong healthcare IT expertise, including hands-on experience with HL7 v2 messaging (ORU, ORM
• Proven ability to troubleshoot web and desktop applications in complex Windows enterprise
• Experience analyzing application logs and resolving network, VPN, single sign-on (SSO), and

🎁 Benefits

• Annual salary range of $86,000–$115,000, depending on experience, training, geographic location
• Comprehensive medical, dental, and vision insurance.
• Life insurance coverage.
• Health Savings Account (HSA) with employer matching.
• Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA).
• 401(k) retirement plan.