[Hiring] Technical Support Engineer @Rhapsody

Role Description

The Technical Support Engineer I is an individual contributor on the Rhapsody Support Team. Their primary responsibility is providing exceptional technical support to our customers, resolving product issues, and ensuring a positive user experience. This role will work closely with customers and internal teams to troubleshoot problems, document solutions, and provide light product implementation guidance for integration problems and technical issues.

At Rhapsody, we are an AI-first company, meaning we actively use and embrace artificial intelligence to enhance how we work, collaborate, and deliver. We expect our team members to be open to adopting AI tools in their roles, continuously exploring ways to work smarter, improve efficiency, and drive innovation while maintaining high standards of quality, security, and ethical responsibility.

Functional Duties

• Respond to customer inquiries via phone and email, providing timely and effective support.
• Troubleshoot and resolve software issues, guiding customers through the process.
• Document customer interactions, issues, and resolutions in the Salesforce Service Cloud ticketing system.
• Collaborate with senior engineers and other departments to escalate complex issues when necessary.
• Install and configure Rhapsody software for clients.
• Maintain timely and effective communication with customer contacts and their designated vendor representatives.
• Monitor and track issues to ensure timely resolution and follow-up with customers.
• Stay abreast of Rhapsody product and feature changes to the degree required to confidently present the features to clients.
• Direct Rhapsody clients in the best practices and recommended usage of Rhapsody software features.
• Provide Feedback on real-world implementation perspectives to the Dev/QA/Product Management teams via Enhancements and Defects.
• Participate in training sessions to enhance product knowledge and technical skills.
• Ensure client satisfaction for Support issues.
• Serve as part of Support’s 24x7x365 coverage for production-inhibiting issues and/or managed services rotation.
• Integrates AI tools into daily engineering workflows, using them by default to execute tasks (e.g., PRs, testing, debugging) and building reusable prompts and patterns tailored to their codebase.
• Improves efficiency and output quality over time by combining AI with real engineering signals and iterating on workflows to reduce rework and increase delivery speed.

Qualifications

• Technical skills: Demonstrated ability to independently learn and explain technical concepts.
• Critical thinking and analytical skills: Demonstrated ability to break complex technical problems into their contributing factors, identify impacts on system behavior, and eliminate variables to better define the issue.
• Communication: Demonstrated ability to clearly and concisely express yourself, both verbally and in writing. English fluency required.
• Customer service: Demonstrated ability to be patient, sympathetic, and diffuse frustration.
• Interpersonal skills: Demonstrated ability to build rapport and trust with customers and colleagues.
• Time management: Demonstrated ability to manage multiple tasks, set clear expectations, and complete assigned tasks in a timely manner.
• 4-year college degree in computer science, information systems, healthcare or related field, or comparable work experience.

Preferred Skills

• 1 or more years of experience with 5 or more of the following:
• Basic networking concepts (e.g., VPNs, firewall clearances)
• Troubleshooting TCP/IP handshakes and headers (e.g., using Wireshark)
• Cryptography/encryption (TLS, SSL, private v public keys, encryption algorithms, certificate generation & install, self-assigned v CA certificates)
• Web services (REST, SOAP, XML, JSON, Postman, SOAPUI)
• Relational Databases (SQL queries, JDBC, ODBC, installing SQL drivers)
• Other communication protocols, such as SSH, SFTP, Amazon S3, AMQP, and Kafka
• Programming in Javascript, Python, and/or Groovy
• Java-based application technical stack components (e.g., JDK, Apache Tomcat, Apache Karaf, Apache TinkerPop/Gremlin)
• HL7 & FHIR
• Basic system administration (Linux/Unix, Windows) and command shells (e.g., PuTTY, Powershell, sh and its variants)
• Log analysis (e.g., Log4j, Logback)
• Cloud infrastructure monitoring tools (e.g., AWS Management Console, DataDog, Coralogix, Grafana)
• Basic use of “Infrastructure as Code” tools (e.g., Ansible, Gitlab pipelines)

Company Description

Rhapsody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.