Technical Support Engineer EHR / EMR Application Support

India | Remote

Full time | UK business hours

Technical Support Engineer | Technical Support Analyst | Technical Solution Analyst | Application Support Engineer | Technical Support Consultant | EHR / EMR | SQL | Production Support

About the role

Script Assist is hiring junior Technical Support Engineers to investigate and resolve technical and functional problems within our healthcare software platform.

We are particularly interested in candidates currently or recently working as:

Technical Support EngineerTechnical Support AnalystTechnical Solution AnalystAssociate Technical Support ConsultantTechnical Support ConsultantApplication Support EngineerApplication Support AnalystSoftware Support EngineerSoftware SpecialistSoftware Specialist SupportProduct Support EngineerProduction Support EngineerEHR / EMR Technical Support AnalystThis job is deliberately designed to reach junior technical-support populations from companies such as:

eClinicalWorksAltera Digital Health / AllscriptsOracle Health / CernerathenahealthNextGen HealthcarePracticeSuiteMEDITECHInterSystems / TrakCareother EHR / EMR / HIS and enterprise SaaS vendors

eClinicalWorks uses the Technical Support Engineer and Software Specialist career family; Altera currently recruits Associate Technical Support Consultants for entry-level enterprise healthcare software support; Cerner has used Technical Support Engineer and Technical Solution Analyst roles.

This is software/application support.

It is not desktop, hardware, network or generic IT support.

About Script Assist

Script Assist is a UK healthcare technology company.

Our platform supports complex private clinical services and connects clinics, pharmacies, prescribers, patients and operational teams.

The software contains interconnected:

clinical workflowsapplication logicpermissionsconfigurationcustomer datastatusesintegrationsoperational workflowsusers and rolesWhen something goes wrong, the customer's description of the problem may only be the starting point.

Our Technical Support Engineers need to enjoy asking:

Can I reproduce it What happened immediately before the issue What does the data show Is the configuration correct Is this expected application behaviour Is the user's workflow correct Is another system involved Does the problem affect everyone or one customer Is this a genuine software defect What evidence does Engineering need How can I verify the fix

What you will do

You will:

Triage technical support and application-support ticketsInvestigate customer-reported software issuesGather evidence required for diagnosisReproduce application problemsAnalyse application behaviourInspect error messages and available logsPerform basic data investigationUse SQL where appropriateInvestigate application configurationIdentify likely root causesDistinguish software defects from data, configuration and workflow problemsInvestigate production-support incidentsWrite clear reproduction stepsDocument findings accuratelyEscalate complex defects to Product and EngineeringWork with developers and QA engineersValidate software fixesRetest issues before closureMaintain accurate incident and ticket historiesCommunicate technical information clearly to customersBuild troubleshooting documentation and knowledge articlesIdentify recurring issues and opportunities for automation or process improvement

Who we are looking for

We are primarily targeting candidates with 02 years of experience.

An ideal candidate may have approximately 624 months as a:

Technical Support EngineerApplication Support EngineerTechnical Support AnalystTechnical Solution AnalystTechnical Support ConsultantAssociate Technical Support ConsultantSoftware Support EngineerSoftware SpecialistProduct Support EngineerProduction Support AnalystWe will also consider an exceptional fresher or graduate with strong technical aptitude.

Preferred education

We strongly prefer:

B.Tech / BE Computer ScienceB.Tech / BE Information TechnologyComputer EngineeringBCAMCABSc Computer ScienceBSc ITElectronicsanother relevant technical degreeThis mirrors the kind of entry-level technical profile being recruited into healthcare application support today. For example, Altera's current 01 year Associate Technical Support Consultant role explicitly targets technical graduates and develops them across enterprise applications, databases, interfaces, incident management and application troubleshooting.

Technical skills

You do not need everything below.

Experience with some of these is particularly valuable:

SQLrelational databasesdatabase queriesAPIsJSONREST APIsapplication logserror logsbrowser developer toolssoftware testingdefect reproductionroot-cause analysisincident managementproblem managementJiraServiceNowZendeskFreshdeskapplication configurationproduction supportSaaS supportenterprise software supportEHR supportEMR supportHIS supportBasic knowledge of operating systems and networking can be useful when .