Sr. Support Engineer

A Sr. Support Engineer is responsible for remote and onsite database and/or networking troubleshooting over multiple solutions and/or modules. Provides assistance with on-premises installations of a broad spectrum of platforms related to the clinical, billing, and training aspects that serve WellSky client while serving as a technical knowledge expert within the solution space. A Sr. Support Engineer influences team-level efforts such as process, solution and team initiatives. 

Key Activities:  

• Owns and resolves WellSky client issues over multiple solutions related to their on-site or hosted Windows Server/SQL Server installation via phone, email, and in person. 

• Consult with clients on proper IT functions, like backups, security settings, breaches, and LAN/WAN bandwidth or speed issues, to make sure their WellSky software work as best as possible.  
• Consult with clients on proper databases functions, like user management, security management, regular backup procedures, performance measures, to make their WellSky software work as best as possible. 
• Document data dictionaries and custom procedures or configurations in a customer’s environment.  
• Serving teammates as a deeply technical knowledge expert within the solution space through formal mentorship, teammate development, and/or regular solution/investigation coaching of complex, technical investigations. 
• Partner with development and product strategy groups for unresolved issues when needed and maintaining ownership of cases through their resolution. 

• Collaborating with and supporting other team members. 

Required Qualifications:  

Bachelor’s degree in Computer Science, Information Systems, Networking Security or related degree, or equivalent experience in a customer facing role 

3+ years of years troubleshooting Windows Microsoft Server and Desktop installations, both physical installations as well as Cloud or Citrix virtual machines, including registry keys, IIS, Active Directory. 

3+ years of experience administering and troubleshooting issues with Microsoft SQL Server installations.  

3+ years of experience engaging with customers across the technology spectrum, from IT professional to non-technical administrator. 

3+ years of experience diagnosing network security issues in various firewall and VPN technologies. 

Preferred Qualifications: 

Experience in healthcare support 

Experience with medical billing and insurance 

Additional Requirements:  

Prolonged periods of sitting at a desk and working on a computer. 

Must be able to lift up to 15 pounds at times.