Technical Support Engineer - PrivacyPro

Position Overview

We are looking for an energetic Support Engineer who will provide technical and network problem resolution to end-users (customers and internal) by performing a question-based diagnosis process while guiding users through step-by-step solutions. The Support Engineer will help complete IT questionnaires, assessments, and work with hospital IT & Pharmacy teams to ensure software meets their standards

Duties and Responsibilities:

• Answer inbound phone calls from customers on the technical support line
• Respond to emails from customers
• Assist customers with technical issues related to Bluesight products
• Analyze application data and ensure accuracy with resolutions
• Resolve issues, maintain high-end customer satisfaction and confidence
• Other duties and technical projects as assigned
• Occasional overnight on call rotation coverage

Qualifications and Skills:

• Bachelor's degree in related field preferred.
• 2-5 years of experience in administering and/or troubleshooting issues related to SaaS applications, systems, and networks
• Strong Excel, SQL, Working with data sets to analyze issues
• Experience with database systems and querying, MongoDB preferred.
• CISSP, A+, Security+, CISM, Net+ or equivalent certifications strongly preferred
• Strong analytical and problem-solving skills
• Professional and polite demeanor
• Knowledge and experience in a SaaS environment is preferred
• Ability to travel up to 10% of the time