Technical Support Engineer I

TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
JOB DESCRIPTION
As a Technical Support Engineer, you'll play a crucial role in providing top-notch support to our clients. Your primary responsibility will be to troubleshoot, diagnose, and resolve technical problems that our customers encounter while using our products. You will interact directly with customers through various communication channels and collaborate with cross-functional teams to deliver high-quality technical solutions. If you're keen on joining a vibrant and innovative environment where your efforts directly impact our clients' experience, we'd love to hear from you!
What You'll Own:

• Assist in responding promptly and professionally to complex customer inquiries related to our product (including core messaging, Roles and Roles Scheduling, Physician Scheduling, and Patient Engagement) via various channels, such as email, phone and chat
• Troubleshoot issues by gathering all the facts from customers while guiding them through the troubleshooting process, attempt to replicate issues and escalate technical and functional bugs to R&D via Jira
• Use Salesforce to document reported issues in detail, troubleshooting steps taken towards resolution, and follow-up actions
• Contribute to the creation and maintenance of the company's knowledge base, including FAQs, articles, and troubleshooting guides
• Serve as a technical support point of contact to select strategic enterprise customers while facilitating meetings to review support ticket trends and escalations
• Continuous learning and skill development by participating in training sessions and skill development activities to enhance your technical expertise
• Provide API support using tools such as cURL and Postman to make GET and POST calls for users, organizations and integrations
• Achieve Subject Matter Expertise across all our advanced premium features and integrations
• Assist in investigating directory sync conflicts reported through OpsGenie and contact clients to resolve them
• Work closely with the product and engineering teams to improve product usability and customer satisfaction
• Assist customers with their configuration of our system requirements and networking related inquiries

What You Bring:

• Bachelors degree in Computer Science, Computer Engineering or related program preferred OR 3 years of experience in a related position
• Exceptional customer service while maintaining a professional, calm, and positive attitude
• Demonstrated ability to quickly learn new skills, products, technologies and procedures
• Knowledge of HL7 and other healthcare integration standards
• Technology curious and analytical in nature; adept at troubleshooting and problem-solving
• Experience supporting Active Directory/LDAP/SAML attributes, configurations and user management
• Strong analytical skills and comfortable with transforming data in Excel
• Ability to discover patterns/connections between interplay of configuration settings, raw payloads, and the TigerConnect integration platform
• Experience supporting API and webhook integrations
• Ability to advocate for customers across a cross-functional organization
• Strong multitasking, organizational, and time management skills, with a focus on attention to detail
• Flexibility in working hours to accommodate customer needs and provide after-hours support if necessary

Perks & Benefits We Offer:

• Remote-friendly with teams across the US and internationally, plus prime office space in one of the major tech ecosystems of California complete with a loaded fridge and tons of other perks
• Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match
• Focus on mental and physical wellness through annual programs including reimbursements, company-wide wellness days, and volunteer opportunities
• Mission-driven team members who love what they do and go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows to allow for better patient care
• LinkedIn Learning License for you to continue self-paced learning
• Flexible time off policy for salaried employees with no limit on the number of days off

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We've been recognized as one of the Best Places to Work in Los Angeles (2022), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000's list of Fastest Growing Companies.
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.