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Описание: |
About the project:
We are looking for a Middle—Senior Level 2 (L2) Support Engineer to join our team supporting a software platform for Home Medical Equipment (HME) providers and hospitals. The solution helps healthcare organizations manage medical equipment logistics, patient interactions, and compliance. You will serve as the escalation point for complex issues, ensuring timely resolution, maintaining system reliability, and collaborating with cross-functional teams to enhance customer experience.
Does this relate to you?
* 3–5+ years of experience in L2 or application support for enterprise or healthcare-related software.
* Strong knowledge of troubleshooting in Windows/Linux environments.
* Experience with databases (SQL, queries, troubleshooting data issues).
* Familiarity with APIs, web services (REST/SOAP), and integrations.
* Hands-on experience with log analysis tools and monitoring solutions.
* Ability to triage and manage incident escalations efficiently.
* Excellent problem-solving and communication skills with a customer-oriented mindset.
* Understanding of ITIL or similar incident/change management processes.
* Advanced English level (C1).
Nice to Have:
* Experience in the healthcare domain (HME, DME, hospitals, or medical logistics software).
* Exposure to HIPAA compliance and healthcare interoperability standards (HL7, FHIR).
* Experience with Datadog, Grafana, and other monitoring tools.
A new team member will be in charge of:
* Act as the main escalation point for Level 1 support and troubleshoot complex application, integration, and infrastructure issues.
* Investigate, reproduce, and resolve incidents in collaboration with development (L3) and product teams.
* Provide advanced technical analysis of logs, databases, and APIs to identify root causes.
* Maintain deep knowledge of system architecture, workflows, and configurations specific to HME and hospital clients.
* Ensure accurate documentation of incidents, solutions, and knowledge articles for the support team.
* Monitor system health, proactively detect potential issues, and contribute to stability improvements.
* Support deployment and configuration activities, including environment troubleshooting.
* Collaborate with QA and Development to validate fixes and improvements.
* Ensure compliance with healthcare data security and privacy standards (HIPAA, GDPR as applicable).
Additional information:
The working hours are from 9 AM to 6 PM EST (Eastern Standard Time).
Already looks interesting? Awesome! Check out the benefits prepared for you:
* Legal and accounting assistance with a choice of service packages
* Regular performance reviews, including remuneration
* Up to 25 paid days off per year for well-being
* Flexible cooperation hours with work-from-home or office options
* Conveniently located offices in three different spots worldwide
* Fully paid English classes with an in-house teacher
* Medical Insurance or a gym membership to choose from
* Perks on special occasions such as birthdays, marriage, childbirth
* Referral program implying attractive bonuses
* External & internal training and IT certifications
Ready to try your hand? Send your CV without a doubt!
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