Sr Technical Support Consultant

Accountabilities

As a senior member of the technical support function, you will take ownership of complex customer issues, support service continuity, and help strengthen technical knowledge across the team.

• Provide remote application support to hospital IT staff and other healthcare clients.

• Independently investigate complex product and application issues, identify root causes, and determine when specialist assistance from Development, vendors, or other support teams is required.

• Manage incidents and service requests throughout their lifecycle, maintaining accurate case notes, action plans, ownership, and regular client updates.

• Handle priority incidents and participate in P1/P2 escalations, incident calls, and bridge calls as needed.

• Troubleshoot SQL Server and T-SQL issues, including query execution, data validation, failed jobs, performance concerns, and storage-related problems.

• Investigate Windows Server and application-environment issues involving services, scheduled tasks, permissions, storage, and connectivity within the scope of available access and support responsibilities.

• Explain application functionality, technical findings, and available workarounds clearly to clients.

• Share product feedback and recurring issue information with relevant internal teams to support product improvements.

• Create and maintain knowledge articles, document recurring defects, and contribute to problem-management activities.

• Follow established change-management, patient-safety, security, and technical support procedures.

• Coordinate with Development, Services, vendors, and other Product Support teams to move cases forward and achieve timely resolutions.

• Support colleagues through case reviews, peer guidance, troubleshooting advice, and knowledge-transfer sessions.

• Contribute to queue monitoring, shift handovers, and other operational activities that ensure consistent service delivery.

Requirements

The ideal candidate has substantial experience in technical or software support, strong SQL troubleshooting capabilities, and the communication skills needed to manage complex client issues in a healthcare technology environment.

• Typically 5+ years of experience in technical support, software support, or a related role. Equivalent relevant experience may also be considered.

• Strong practical SQL skills, including writing and troubleshooting queries and working with SQL Server and T-SQL in a support environment.

• Experience investigating common SQL Server issues, including failed jobs, query performance, and data or storage concerns, with the judgment to escalate complex database problems appropriately.

• Working knowledge of Windows Server support, including services, scheduled tasks, permissions, storage, and basic connectivity troubleshooting.

• Demonstrated ability to troubleshoot software applications and analyze complex customer-reported issues.

• Understanding of software development and support lifecycles, including defect identification, change management, testing, and release processes.

• Ability to manage cases independently, prioritize competing requests, and escalate issues with clear technical evidence.

• Excellent written and verbal communication skills, with the ability to explain technical problems and solutions to both clients and colleagues.

• Experience supporting international clients or working in a distributed technical support environment.

• Strong collaboration skills combined with personal accountability and ownership of assigned cases.

• Structured problem-solving abilities, sound technical judgment, clear documentation practices, and dependable follow-through.

• Ability to balance independent troubleshooting with timely escalation and meet service commitments.

Preferred qualifications:

• Experience supporting healthcare applications or working in a patient-care environment.

• Familiarity with healthcare terminology and operational workflows.

• Exposure to healthcare interfaces or HL7.

• Relevant certifications in SQL Server, Windows Server, healthcare IT, or a related technical discipline.

• Experience contributing to knowledge management, problem management, or peer-learning initiatives.

Working arrangements:

• Flexible work arrangement, with work-from-home and/or office options in accordance with applicable policies.

• Availability to work within a 24×5 support model.

• Willingness to participate in rotational after-hours, holiday, or on-call support schedules as required.

Benefits

• Competitive compensation and benefits package.

• Flexible working arrangements, including work-from-home and/or office options.

• Supportive, collaborative, and people-focused workplace culture.

• Opportunities for professional development and continuous learning.

• Exposure to a diverse range of software businesses, industries, and technical environments.

• Long-term organizational stability combined with an entrepreneurial and autonomous working environment.

• Opportunities to make a meaningful impact through technology supporting healthcare organizations.