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Support Engineer / Tier 2 Support

Fresher   Kochi, Kerala   21 Jul, 2025
PracticeSuite, Inc
Job LocationKochi, Kerala
EducationNot Mentioned
SalaryNot Disclosed
IndustryMedical / Healthcare
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    Roles & Responsibilities: Manage, prioritize, and resolve escalated technical support tickets, ensuring that critical client issues are addressed promptly and effectively. Serve as the point of contact between the support team, engineering, and data services teams to facilitate clear communication and quick resolution of complex technical issues. Handle high-priority or sensitive client escalations, demonstrating technical expertise and professionalism in addressing and resolving issues. Perform in-depth troubleshooting and analysis of technical problems, identifying the root cause and collaborating with relevant teams for resolution. Take full ownership of escalated issues from start to finish, ensuring that clients receive consistent and clear updates until resolution is achieved. Leverage domain knowledge in the healthcare ambulatory space to provide solutions that are both technically sound and relevant to the clients specific operational needs. Document and share solutions to common issues or complex problems to improve knowledge base and support efficiency. Collaborate with internal teams to continuously improve support processes, tools, and service offerings, ensuring a better overall client experience.Qualification: Strong technical troubleshooting skills with experience in managing client escalations in a Tier 2 support role or similar technical support capacity. Experience working with healthcare applications, ambulatory solutions, and relevant industry standards is required. Excellent written and verbal communication skills to interact with clients and internal teams effectively. Strong analytical and problem-solving abilities to identify, diagnose, and resolve technical issues efficiently. Ability to coordinate and collaborate effectively with multiple teams (engineering, data services, etc.) to resolve client issues.Attention to Detail: High attention to detail, especially when handling complex issues and ensuring they are documented and addressed accurately.Preferred Qualifications: Experience with troubleshooting issues in healthcare-specific applications or systems (e.g., EMRs, patient management systems, RCM etc.). Familiarity with common healthcare integration standards (HL7, EDI, CCDA, FHIR, etc.) is a plus. Knowledge of support ticketing systems (e.g., JIRA, CRM).Education & Experience: Bachelors degree in computer science, Information Technology, Healthcare Informatics, or related field (or equivalent work experience). 3 years of experience in a technical support role, preferably within healthcare technology or related domains.Note: Job Location: Kochi (WFO) Shift: Mid Shift (2 PM to 11 PM IST)Interested candidates can share resumes at hidden_email,

Keyskills :
technical troubleshootingwritten communicationverbal communicationanalytical skillscollaborationclient escalations managementhealthcare applicationsambulatory solutionsindustry standardsproblemsolvingattention to detailEMRspatient management s

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