[Hiring] Tier 3 Technical Support @DrFirst

Role Description

The Tier 3 Technical Lead provides advanced technical support for DrFirst applications by diagnosing, reproducing, and resolving complex issues escalated by internal teams. Using deep technical expertise, sound judgment, and established procedures, this role researches and validates technical problems, identifies recurring incidents, and partners with Development and Product teams to address root causes. As the primary escalation point for Tier 2, the Tier 3 Technical Lead protects production data integrity and drives automation and process improvements using Python and other scripting tools.

What you will work on

• Triage cases escalated from Tier 2 and interdepartmental teams to determine root cause of client-reported issues.
• Manage all assigned cases in accordance with documented service level agreements established for each customer's support plan.
• Resolve issues of varying complexity by querying production and CERT databases, performing in-depth troubleshooting and analysis of escalated cases through remote sessions, reproducing issues in appropriate environments, and partnering with technical departments to achieve resolution.
• Contribute to ongoing process improvement within the Operations Team to reduce the volume of tickets escalated to Customer Support.
• Drive automation and process-improvement initiatives through the development of Python scripts and related tooling.
• Identify application enhancements and incidents within DrFirst products, communicating progress and findings to appropriate stakeholders.
• Collaborate with Development and Product teams to recreate issues in test/beta environments, providing the details and environment configurations needed to reproduce global incidents.
• Monitor and maintain database applications responsible for ingesting data from multiple sources, troubleshooting data-loading issues to ensure accuracy and availability.
• Lead special projects to implement new processes and applications across core business teams.
• Prioritize and manage multiple concurrent tasks to deliver optimal solutions for customers.
• Maintain production data integrity and data quality across transactional and historical DrFirst databases, liaising with cross-functional teams to resolve data issues.
• Partner with the Database Persistence Team on database cleanup initiatives using PL/SQL, Python, and related tools to ensure high-quality customer experience.
• Collaborate with the EDW team to build BI analytics dashboards and implement custom data solutions that enhance customer relationship management.
• Work closely with DevOps to troubleshoot and resolve system-critical issues requiring immediate defect resolution.
• Serve as the Tier 2 escalation point for advanced, critical customer issues and own Tier 3 ticket queue management and resolution.

Qualifications

• Master’s degree preferred.
• Expert knowledge of relational databases (Oracle/PostgreSQL), using PL/SQL and ability to write complex SQL queries in DBeaver, pgAdmin etc.
• Proficiency in Python and scripting for automation, data analysis, and process improvement.
• Familiarity with DevOps practices, monitoring tools, and incident management workflows.
• 2+ years of professional Tier 1/Tier 2 experience.
• Desire to provide extraordinary customer support for internal and external clients.
• Excellent analytical, technical, and interpersonal skills.
• MAC OS, Database or Windows OS certifications desired (optional).
• Ability to work independently and in a dynamic/up-tempo environment.
• Healthcare IT experience desired.

Physical Requirements

• 90% Desk work
• 10% Remote meetings with internal teams and occasional customer calls

Benefits

• Competitive compensation, with a base salary of $115,000-125,000 (Exact compensation may vary based on skills and experience).
• Eligible for a Discretionary Performance-based bonus.
• Medical, dental, and vision insurance.
• 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule.
• HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year.
• 100% company paid short and long-term disability, AD&D, and group life insurance.
• Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days.
• Employee Assistance Program.
• Continuing Education funds up to $1500 annually for eligible programs after 1 year of service.
• Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances.