Technical Support Engineer 2 (HealthTech / EHR)

Job Description

We are seeking a Tier 2 Technical Support Engineer with experience supporting complex healthcare or EHR (Electronic Health Records) platforms. This role focuses on advanced troubleshooting, system analysis, and resolving escalated technical issues for a sophisticated clinical software product used by healthcare providers in the U.S.

This is a highly technical support role, requiring strong problem-solving skills, product learning ability, and clear communication in English.

Key Responsibilities

• Provide Tier 2 technical support for a complex healthcare software platform
• Investigate and resolve escalated issues from Tier 1 support
• Troubleshoot application, data, and integration-related problems
• Analyze logs, system behavior, and error patterns to identify root causes
• Support system configurations, workflows, and product functionality
• Collaborate with engineering and product teams when deeper investigation is required
• Document issues, solutions, and technical findings clearly

Requirements

• Experience supporting EHR, EMR, or healthcare software systems (required)
• Strong troubleshooting and analytical skills in software environments
• Ability to learn complex systems quickly and work independently
• Experience with logs, debugging, or technical issue investigation
• Strong written and verbal English (B2/C1 minimum)
• Experience using ticketing systems (Zendesk, Jira, Freshdesk, or similar)

Preferred / Nice to Have

• Basic SQL knowledge
• Experience with APIs or system integrations
• Background in SaaS or technical application support
• Healthcare IT or HealthTech experience

Benefits

• We offer health insurance for contractors
• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.