Technical Support Engineer

Stchealth - Phoenix, AZ

Full-time - Entry Level

Remote - Phoenix, AZ

Professional, Scientific, and Technical Services

About the position

The Technical Support Engineer (TSE) role at STChealth is designed for individuals with a strong technical background, particularly in database management and Java development. This position focuses on providing exceptional customer support by troubleshooting technical issues, managing customer portfolios, and implementing code modifications. The TSE will work closely with clients to understand their needs and ensure a seamless experience with the company's products.

Responsibilities

• Manage a specific subset of the company's customer portfolio as part of a dedicated customer pod.
• Act as the primary technical point of contact for assigned customers.
• Investigate and diagnose issues reported by customers.
• Analyze database queries to identify performance issues or data discrepancies.
• Debug Java code to locate the source of bugs or unexpected behavior.
• Implement small changes and bug fixes directly in the codebase.
• Optimize database queries for better performance.
• Make minor adjustments to Java code to resolve issues.
• Perform minor front end HTML, CSS modifications at customer request.
• Investigate data variance issues and ensure data integrity and consistency.
• Propose and implement solutions for data-related problems.
• Explain technical issues and solutions to customers in an understandable manner.
• Provide regular updates on the progress of issue resolution.
• Gather detailed information from customers to aid in problem diagnosis.
• Escalate complex issues that require more extensive changes to the core development team.
• Contribute insights from customer interactions to inform product improvements.
• Participate in code reviews for changes affecting their customer portfolio.
• Maintain detailed records of issues, solutions, and code changes.
• Contribute to knowledge bases and internal documentation.
• Create internal-facing documentation for common issues or workflows.
• Stay up to date on the product's features and architecture.
• Expand knowledge in relevant areas such as database optimization and Java development.
• Share knowledge and best practices within the customer pod and wider support team.

Requirements

• Prior experience with customer service or help desk environment.
• Ability to conduct software demonstrations and other client-facing duties.
• Curiosity and a desire to learn and problem solve.
• Ability to work with non-technical clients to gather requirements and translate them into technical specifications.
• Intermediate knowledge of relational databases and database development.
• Beginning to Intermediate knowledge of Java.
• Beginning to Intermediate knowledge of Node, JavaScript, HTML, and CSS development.
• Beginning to Intermediate knowledge of React.

Nice-to-haves

• Experience with AWS, Oracle, Postgres, or Docker.
• Previous knowledge of HL7.

Benefits

• 100% company-paid medical plan
• 401(k) matching
• Paid new parent leave
• Flexibility to work remotely
• Casual dress
• Dog days
• Focus on well-being
• Unlimited volunteer hours
• Generous paid time off