{"id":2988258,"url":"https://alion.io/job/mckesson-tier-3-production-support-engineer","title":"Tier 3 Production Support Engineer","company":{"id":4393,"name":"McKesson","domain":"mckesson.com","url":"https://alion.io/company/mckesson","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":125000,"max":208400,"currency":"USD","period":"year","gross":null,"usd_annual":208400},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"FHIR","optional":false},{"name":"Gmail","optional":false},{"name":"HL7","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-02-26T00:00:00Z","employer_posted_date":"2026-02-26","last_verified_at":"2026-10-22T03:19:49Z","board_verified":true,"closed_at":null,"days_open":238,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":238},"description":"McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.\nWhat you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.\nBe part of the team that’s poised to transform the fight against cancer. Backed by the strength of a Fortune 9 company, our entrepreneurial organization develops technologies used by the oncology community to deliver evidence-based, personalized care, as well as insights used by biopharma companies to accelerate drug development and support the entire treatment journey. Our work powers informed decision-making at every pivotal moment in oncology - from the treatment options presented to patients, to the operational considerations for oncology practices, design of clinical trials, and the commercial launch plans for new therapies.\nThe Product Support Representative acts as a technical and consulting resource for moderately complex issues related to the implementation and management of Ontada’s technology products. You will provide third-level support for the Production and some lower-level environments, acting as a technical resource in all phases of design, implementation, testing and deployment of the product lifecycle, including post-production support. The Sr. Product Support Representative continuously gains an understanding of Ontada’s business operations and processes, and how systems are used in support of those operations.\nKey Responsibilities\nDeliver world-class, “white-glove”, customer support experiences, providing clinical application support to customers, peers, and stakeholders.\nResearch, evaluate, and recommend solutions within the Production environments to improve performance and efficiency\nLogging and management of defects, enhancements and other incident types in Jira\nReporting and escalation to management, compliance, security, engineering and others as needed\nTake ownership of identified defects and issues in our production and non-production applications that cannot be triaged by other support teams, to replicate and determine the root cause and impact\nTest, validated, and implement new technology solutions and modifications before they become operational and in production\nPerform negative testing in uncommon use-cases on new/beta features to ensure Ontada releases are of the highest quality possible\nDevelop and maintain detailed flow charts, work process documents, and appropriate procedures that support the production architecture\nCompile information and data and prepare reports related to Production application(s)\nAssist and participate (along with other teams) in product development ceremonies, contributing to comprehensive implementation and post-production support project plans\nUse the Ontada Incident Management and Major Incident Management processes to resolve third-level incidents as assigned\nActively maintain and improve personal and technical skills with appropriate materials via books, websites, newsletters, seminars, education and training.\nAct as the “Service Owner” of the support model for Ontada Technology Solutions, driving the customer-first mindset and demonstrating your commitment to McKesson iLEAD, i2CARE, and Ontada Culture\nPromote effective teamwork among cross-functional teams and provide day to day direction for core team\nEnsure that requirements to internal and external customers are met in a timely and cost-effective manner; solicit feedback from customers to identify opportunities to improve products and/or services; resolve minor conflicts and involve team members in problem resolution.\nMaintain an in-depth understanding of Ontada technology solutions and life sciences products with ability to quickly analyze information coming from other teams and work to urgently triage and identify potential root causes\nMaintain a thorough understanding of regulatory requirements and healthcare initiatives in the Community Oncology setting and how Ontada supports these customer needs\nMaintain knowledge of healthcare technology interoperability and Ontada standard integrations; providing analysis of HL7, XML and other interface messaging formats to troubleshoot and resolve interface incidents\nAssist in the development of self-help tools, templates, processes, and protocols and facilitate training on upcoming releases, integrations, enhancements, and defect resolution.\nOn-call support is required on a rotational basis during the week and on weekends for planned Major or Minor Release Initiatives or unplanned Major Incidents.\nMinimum Requirement\nDegree or equivalent and typically requires 7+ years of relevant experience.\nCritical Skills\n4+ years' experience working with/in the iKnowMed Generation 2 EHR application\n4-year Degree in healthcare or related field or equivalent experience\n7+ years of experience in Oncology within a clinical, administrative, or supportive role\nTake ownership of complex situations and work within a team environment to resolve issues effectively.\nDrive first-time quality results and lead support operations and initiatives.\nExceptional communication skills with ability to articulate technical issues to non-technical personnel (i.e. practice staff and/or patients)\nSuperior organizational skills, troubleshooting, attention to detail, and ability to prioritize in a fast-paced environment\nAbility to exercise sound critical thinking and problem-solving skills, executing position responsibilities with autonomy, quickly understanding complex problems and developing solutions to resolve issues expediently.\nThorough knowledge of Regulatory Requirements in Healthcare, including but not limited to CMS requirements such as Medicare Claims Processing, Physician Fee Schedules, and Value Based Care\nDeep understanding of end-to-end clinical and administrative workflows in the Oncology and Hematology settings, including but not limited to Physician documentation, Infusion Nursing, Pharmacy, Laboratory and Medical Billing and Coding\nExperience using, implementing, or supporting clinical workflow in EHR’s, Pharmacy Systems, Lab Information Systems, and other clinical systems\nUnderstanding of Windows operating systems, networking, and basic hardware troubleshooting\nKnowledge of clinical content and codes, as well as interface/integration technologies, including FHIR API, HL7, XML, DFT, and FHIR API\nKnowledge of SQL and Oracle Databases\nUnderstanding of Electronic Prescribing, Direct Exchange, HIE, HL7 and Smart on FHIR integrations\nAdditional Skills\nExcellent client-facing and internal communication skills\nExcellent written and verbal communication skills\nSolid organizational skills including attention to detail and multi-tasking\nIn-the-field Clinical experience in Nursing, Revenue Cycle, Pharmacy, Laboratory, etc., highly desired\nITIL Certification preferred\nPhysical Requirements\nGeneral Office Demands\n20% Travel to customer sites for implementation assistance and training opportunities\nWe are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations.In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.\nOur Base Pay Range for this position\n$125,000 - $208,400McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:\nMcKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.\nMcKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.\nMcKesson job postings are posted on our career site: careers.mckesson.com.\nMcKesson is an Equal Opportunity Employer\nMcKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.\nMcKesson welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation please contact us by sending an email to .\nJoin us at McKesson!","description_format":"text","description_chars":9562,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Pharmaceutical Distribution","Medical Equipment Distribution"],"lifecycle":[{"event":"open","at":"2026-10-21T09:05:08Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 107 · green card filings: 37","filings_12m":107,"filings_prev_12m":142,"green_card_filings_12m":37,"median_offered_wage_usd":152361,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":1,"band":"cold","label":"Long shot","p_open":1,"p_active":0.05,"p_room":0.28,"age_days":238,"expected_fill_days":31,"reasons":["conf:1","win:tail","crowd:brand"],"computed_at":"2026-10-22T05:00:40Z"},"pay":{"stated_usd_annual":208400,"is_top_pay":true},"html_url":"https://alion.io/job/mckesson-tier-3-production-support-engineer","json_url":"https://alion.io/job/mckesson-tier-3-production-support-engineer.json","meta":{"generated_at":"2026-10-22T05:00:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5694,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4393},"rest":"https://alion.io/mcp/rest/get_company?id=4393"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmckesson-tier-3-production-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmckesson-tier-3-production-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmckesson-tier-3-production-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mckesson-tier-3-production-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmckesson-tier-3-production-support-engineer"}]}