{"id":3616495,"url":"https://alion.io/job/altera-digital-health-sr-technical-support-consultant-2","title":"Sr Technical Support Consultant","company":{"id":1992,"name":"Altera Digital Health","domain":"alterahealth.com","url":"https://alion.io/company/altera-digital-health","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"MS SQL","optional":false},{"name":"SQL","optional":false},{"name":"Windows Server","optional":false},{"name":"HL7","optional":true}],"status":"live","first_seen_at":"2026-11-02T16:41:08Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-05T15:26:48Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Role Summary\nThe Senior Technical Support Consultant provides advanced application support to healthcare clients, independently investigating complex issues and coordinating resolution across clients, vendors, and internal teams. The role supports reliable service delivery through sound troubleshooting, clear communication, accurate case management, and knowledge sharing.\nThe consultant handles priority escalations, contributes to problem and change management, and supports the development of colleagues through peer guidance and knowledge-transfer sessions.\nKey Responsibilities\nProvide remote application support to hospital IT staff and other healthcare clients.\nInvestigate and resolve complex product issues; identify when to engage Development, vendors, or other support teams.\nManage incidents and service requests through their lifecycle, maintaining clear case notes, action plans, ownership, and client updates.\nHandle priority incidents and participate in P1/P2 escalations, calls, and bridge calls as required.\nTroubleshoot SQL Server and T-SQL issues, including query execution, data validation, job failures, and common performance or space-related problems; escalate issues requiring deeper specialist investigation.\nTroubleshoot Windows Server and application-environment issues, such as services, scheduled tasks, permissions, storage, and connectivity, within the role’s access and support scope.\nExplain application functionality and workarounds to clients, and share product feedback with appropriate internal teams.\nCreate and maintain useful knowledge articles and document recurring issues or defects to support problem management.\nFollow change-management, patient-safety, security, and support procedures.\nCollaborate with Development, Services, vendors, and other Product Support teams to progress cases and achieve resolution.\nShare product and troubleshooting knowledge with colleagues through case reviews, peer guidance, and knowledge-transfer sessions.\nContribute to queue monitoring, handovers, and other team activities that support service continuity.\nMinimum Qualifications\nTypically 5+ years of experience in technical support, software support, or a related role. Equivalent relevant experience may be considered.\nStrong practical SQL skills, including writing and troubleshooting queries and using SQL Server/T-SQL in a support context.\nExperience investigating common SQL Server issues, such as failed jobs, query performance, and data or storage concerns, with appropriate escalation of complex database problems.\nWorking knowledge of Windows Server support, including services, scheduled tasks, permissions, storage, and basic connectivity troubleshooting.\nExperience troubleshooting software applications and analysing complex customer issues.\nUnderstanding of software development and support lifecycles, including defect identification, change, testing, and release processes.\nAbility to manage cases independently, prioritise effectively, and escalate issues with clear supporting evidence.\nStrong written and verbal communication skills, including the ability to explain technical issues to clients and colleagues.\nExperience working with international clients or in a distributed support environment.\nAbility to collaborate effectively across teams while taking ownership of assigned work.\nPreferred Qualifications\nExperience supporting healthcare applications or working in a patient-care environment.\nFamiliarity with healthcare terminology and operational workflows.\nExposure to healthcare interfaces or HL7.\nRelevant certifications in SQL Server, Windows Server, healthcare IT, or a related field.\nExperience contributing to knowledge management, problem management, or peer learning.\nSkills and Behaviours\nStructured problem-solving and sound technical judgement.\nClient-focused communication and professional case ownership.\nClear documentation and dependable follow-through.\nAbility to balance independent troubleshooting with timely escalation.\nCollaborative approach to supporting colleagues and sharing knowledge.\nAbility to manage competing priorities and meet service commitments.\nWorking Arrangements\nFlexible work arrangement, with work-from-home and/or office options in line with company policy.\nWillingness to work within a 24×5 support model.\nParticipation in a rotational after-hours, holiday, or on-call support schedule as required.","description_format":"text","description_chars":4405,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","EHR & Clinical Software","Revenue Cycle & Medical Billing","Health Data & Interoperability"],"lifecycle":[{"event":"open","at":"2026-11-02T16:41:08Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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