Technical Product Support Engineer

Olive Columbus , OH 43215

Posted 2 weeks ago

Olive is healthcares 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 healthcares most challenging problems. Olives 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 Olives 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 Omegas 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 healthcares 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

Requirements

  • Bachelors 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
  • Experience in one of the following programming languages: Javascript, Ruby, Python, Java
  • 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)
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Product Manager
New!

Syrinx

Posted Today

VIEW JOBS 7/15/2020 12:00:00 AM 2020-10-13T00:00 <strong>Technical Product Manager</strong><br />  <br /> <strong>Description:</strong><br />  <br /> This position will act as the product owner for software development teams building enterprise services as well as tools needed by internal and external admin users to perform their duties. The services and the solutions are primarily focused on contextual user roles and permissions, enterprise product metadata and configurations, enterprise rostering and access to products as well as front end admin tools. The responsibility involves working with technical team(s) building enterprise services requiring backend knowledge to some extent as well as front end knowledge to be able to support Tooling work. Our goal is to accelerate student outcomes through intuitive and effective solutions aimed at maximizing time spent teaching and learning. This role requires both product ownership of the development teams and leadership of cross-functional coordination for implementation.<br /> <br /> <strong>Your contribution to the team includes:</strong><br /> <br /> • Partner with technical teams to draft Agile epics and stories with appropriate level of detail and clear articulation of acceptance criteria. Maintain a groomed backlog and prioritize stories for development, effectively managing scope and trade-offs.<br /> • Participate in day to day scrum ceremonies with agile teams and work closely with team triad members to deliver quality work on expected timelines.<br /> • Support the Senior TPM in planning and driving initiatives with stakeholders and technical teams. Create documentation as needed to streamline integrations and cross-team projects.<br /> • Partner with TPMs and business stakeholders across the company to gather and prioritize new requirements.<br /> • Triage incoming software defects and queries from internal and external customers, following up to ensure defect resolutions meet SLA.<br /> <br /> <strong>What you’ll need to be successful:</strong><br /> <br /> • Bachelor's degree in Business, Information Technology, Computer Science or related field preferred. Advanced degree is a plus.<br /> • In depth knowledge of software development and adoption, ideally in Ed Tech.<br /> • 2-4 years of experience in an Agile-based, digital product development team.<br /> • Technical acumen – capable of writing requirements and defining acceptance criteria for API-based solutions as well as Front end features.<br /> • Strong communication skills and being able to collaborate closely with software developers and quality engineers.<br /> • Successful at collaborating across teams of technologists, business stakeholders, and customer-facing staff.<br /> • Ability/Willingness to work in Enterprise setup with diverse technical and non-technical groups, spanning across multiple offices.<br /> • Experience managing dynamic projects with competing resources and priorities.<br />   Syrinx Columbus OH

Technical Product Support Engineer

Olive