Technical Product Support Engineer

Posted 4 days ago
Main Location
Columbus, OH, United States
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Olive is healthcare’s first intelligent digital workforce and has been successfully deployed at numerous healthcare systems across the country. Olive helps streamline and automate the most high-volume, repetitive tasks so healthcare professionals can concentrate on their patients and solving healthcare’s most challenging problems. Olive’s promise to her customers is that she finds out where she can make an impact, onboards quickly, shows up to work everyday, does her job extremely well, and gets smarter over time.

Omega is Olive’s digital workforce operations center dedicated to ensuring that Olive keeps her promise, by providing support, analysis, communications, and continual improvements to all live customer bots.

The Technical Product Support Engineer at Olive is part of Omega’s rapidly growing Watch Engineering team. This position is responsible for ensuring Olive shows up for work every day including off hours support as part of an on-call rotation and developing creative solutions to provide world class stability and support to healthcare’s digital workforce. The ideal candidate is inquisitive, creative, self-driven and flexible with the ability to work within a dynamic high-growth startup environment.

Responsibilities (to include but not limited to):

  • Take full ownership of technical support issues, including initial troubleshooting, identification of root causes, and issue resolution and communication
  • Serve as an escalation point to resolve issues fielded by Tier 1 support team
  • Debug and triage issues related to infrastructure and workflow stability improvement and identify optimization opportunities
  • Execute and monitor the release of permanent resolution plans for Olive
  • Ensure all issues are resolved or escalated to the proper resources while maintaining communication with relevant internal teams and customers
  • Responsible for the identification, prioritization and resolution of the most complex reported issues (i.e. escalated tickets)
  • Ensure support is coordinated, monitored, logged, tracked, and resolved
  • Escalate problems in accordance with defined procedures
  • Work with multiple internal stakeholders in a timely fashion to accept the transition of workflows from build engineering to long term support
  • Maintain strong working knowledge of released products and provide feedback to product and development teams to help improve our in house process automation tools
  • Be responsive to customer needs which requires working outside of normal business hours or on-call rotation
  • Bachelor’s degree in a technology-related field or equivalent work experience
  • 4+ years of experience in a technical support, programming, IT consulting or other technology related role
  • Proficiency in logical operators & data types
  • Knowledge of data-interchange technologies (JSON/XML/Soap)
  • Basic understanding of Version Control Systems such as Git, Github or Bitbucket
  • Understanding of large scale software & system architecture
  • Strong attention to detail and logical problem solving skills, with a passion for quality
  • Able to communicate technical issues with technical & non-technical stakeholders
  • Able to recognize problems, gather facts, analyze information with strong deductive reasoning skills
  • Able to organize multiple tasks and prioritize them to meet specific deadlines, work under own initiative, and respond to peaks in demand
  • Able to work as part of a team with a strong commitment to a high quality customer experience and continuous improvement

Preferred Skills/Experience:

  • Able to troubleshoot remote connectivity in applications such as Citrix Receiver, Horizon VMWare Client, RDP
  • Experience with Agile tools, Jira, Trello, Pivotal Tracker
  • Understanding of xPath or CSS
  • Experience with hardware testing
  • Proficiency with recent Windows Server operating systems
  • Healthcare IT and EHR knowledge
  • Experience with SQL statements for data filtering and retrieval
  • Knowledge of Cloud Services (e.g. AWS, Azure)
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Technical Product Support Engineer