[Hiring] Support Engineer @Tim Freeman

Role Description

My client is a healthcare technology company seeking a Support Engineer to join its Software Engineering department. This role serves as a critical link between customers and engineering, providing Tier 1/2 technical support for the company's in-house solution. The ideal candidate is comfortable reading SQL and code (C#, JavaScript/TypeScript) to diagnose issues and is proficient using modern AI tools to accelerate troubleshooting and documentation.

What You'll Get To Do:

• Serve as the first and second line of technical support, fielding and triaging incoming issues from internal and external customers.
• Investigate reported issues by querying and reviewing data in SQL to identify root cause before escalation.
• Read and follow code processes across C#, JavaScript, and TypeScript codebases to narrow down defects.
• Escalate unresolved or complex issues to Tier 3 engineers with clear reproduction steps, logs, and supporting data.
• Communicate status updates, resolutions, and workarounds to internal teams and customers, adjusting tone and depth to the audience.
• Document recurring issues, known errors, and resolutions in the knowledge base to reduce repeat tickets.
• Leverage AI tools (e.g., Claude, ChatGPT, Gemini) to accelerate log analysis, query drafting, documentation, and issue summarization.
• Monitor integration and system health (e.g., HL7/Mirth-based EHR integrations) and flag anomalies proactively.

Qualifications

• Proficiency writing and interpreting SQL queries for troubleshooting and data validation.
• Ability to read and follow code logic in C#, JavaScript, and TypeScript to support root-cause analysis (writing new code not required).
• Strong written and verbal communication skills, with the ability to translate technical detail for non-technical audiences.
• Demonstrated experience supporting both internal teams and external customers in a professional support capacity.
• Hands-on experience using AI tools such as Claude, ChatGPT, or Gemini for daily technical work.
• Strong organizational skills with the ability to manage multiple concurrent support cases.

Requirements

• Advanced experience with Microsoft Azure cloud services.
• Prior software development experience, even at a junior level, in any modern language or framework.
• Familiarity with healthcare data standards and EHR integration platforms (e.g., HL7, Mirth).
• Experience working within a healthcare technology or SaaS environment.

Benefits

• Direct line of visibility into both engineering and product priorities, partnering with the Director of Software Engineering and Product Manager to shape roadmap decisions from real support trends.
• Opportunity to work hands-on with modern AI tools as a core part of the role, rather than as an afterthought.
• Likely appeal: exposure to healthcare data and EHR integration technology, a specialized and growing niche within the broader software support field.