Technical Support Engineer
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Job Description
Technical Support Engineer resolving complex customer system issues for MDClone’s international healthcare technology platform. Managing support cases, diagnostics, escalations, and technical documentation remotely.
Responsibilities:
- Own and manage customer support cases from initial investigation through resolution
- Keep customers updated, manage expectations, and ensure timely follow-up
- Investigate and troubleshoot complex technical issues
- Analyze system behaviour and diagnostic information
- Reproduce reported issues where possible and identify potential root causes
- Assess the severity and business impact of technical issues
- Collaborate with Customer Success, Engineering, QA, System, and DevOps teams to investigate, escalate, and resolve customer issues
- Maintain accurate case documentation, including investigation findings, troubleshooting steps, technical details, and resolution information
- Manage and prioritize multiple support cases based on technical severity and business impact
Requirements:
- 2+ years of experience in a technical support role, preferably in a customer-facing environment
- Experience working with Windows and Linux environments, including file system navigation and basic system operations
- Experience working with SQL and SQL-based databases
- Experience analyzing application and system logs as part of technical troubleshooting and issue investigation
- Experience working with Jira
- Experience supporting systems deployed in both on-premises and cloud environments
- Ability to investigate and troubleshoot complex technical issues independently, including identifying potential root causes
- Experience communicating directly with customers and collaborating with technical and non-technical teams
- Fluent written and spoken English
- Experience working with PostgreSQL is a plus
- Familiarity with Kubernetes, Cloudera, Impala, and the Elastic Stack is a plus
- Additional languages, particularly German or French, are a plus
Benefits:
- Remote work arrangement
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