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Technical Support System Engineer II

Waltham, MA, United States


SHIFT: Mixed (rotating weekends)

SCHEDULE: Full-time

Do you want to be a part of a family and not just another employee? Are you looking for a work environment where diversity and inclusion thrive? Submit your application today and find out what it truly means to be a part of a team.


You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for dedicated professional like you to be a part of our Technical Services team. Join us in our efforts to better our community!


We can offer you a benefits package that will best suit your family’s needs. You can choose from a variety of medical coverage plans that best your lifestyle. You also have the option to enroll in additional perks such as our matching 401k, medical and childcare flex spending accounts, life insurance, tuition reimbursement and student loan repayment programs.


PatientKeeper – a leading provider of healthcare applications for physicians – is now part of HCA, the largest provider of healthcare services in the U.S.  


With growth comes new opportunities, so we are seeking a Technical Support Engineer II to join our team. In this role, you will not only be working with leading edge technologies but you will be directly impacting the quality of care for hundreds of thousands of patients everyday across the US.  As a leading provider of healthcare applications for physicians, we work with hospitals, health systems, and medical group practices to automate physician workflow and improve the physician experience with technology.

In this critical role you will work with PatientKeeper’s clients to troubleshoot and resolve technical and usage issues on the handheld, web interface, and server levels.  A combination of exceptional technical aptitude, analytical skills, customer service orientation and communications skills are crucial for success in this position.  You will play a critical role in ensuring the quality and reliability of PatientKeeper clients’ systems.

  • Technical support of PatientKeeper applications via phone, email, and web in a team setting
  • Navigate, troubleshoot, and resolve application, system, and network connectivity issues on handheld devices and personal computers remotely
  • Document and maintain support cases in company CRM (SalesForce)
  • Provide explanations of application functionality and usage to clients
  • Document solutions to problems and contribute to knowledge base
  • Interface with Product Management and Product Development to improve product design and quality
  • Collaborate with Product Development, QA, and Development teams on product issues and bug resolution
  • At times, installation and configuration support for Technical Services deployment team
  • Must carry mobile phone for off-hours accessibility on a rotating schedule

Required Training, Experience, and Education:

  • Bachelor's degree is required (CS, EE, IS, preferred)
  • A minimum of 2-5 years professional experience

Required Technical and Support Skills:

  • Able to manage multiple tasks with competing priorities
  • Comfortable balancing project work with interrupt-driven responsibilities
  • Strong interpersonal skills with a customer service orientation (i.e., patience and poise under the pressure of solving a real time client service issue)
  • Strong analytical thinker with excellent problem-solving ability; eager teacher and learner
  • Ability and willingness to coach junior team members
  • Excellent oral and written communication skills; ability to interpret technical situations to lay audience
  • Strong hardware and software troubleshooting skills
  • Experience with Java or other object-oriented programming languages
  • Working knowledge of relational databases and SQL

Preferred Skills:

  • Understanding of web technologies (such as Apache, Tomcat, JSP, PHP, HTML, XML, or JavaScript)
  • Basic understanding of HL7
  • Prior experience in Healthcare IT either in a provider setting or with a company providing healthcare information systems
  • Understanding of clinical workflows
  • Exposure to Meditech or other HIS’ a plus

Be a part of an organization that invests in you. We are actively reviewing applications. Highly qualified candidates will be promptly contacted by our hiring managers for interviews. Submit your application and help us raise the bar in patient care!

Job Location:  Waltham, Massachusetts, United States
Position Type:  Full-Time/Regular

PatientKeeper, Inc. is an Equal Opportunity Employer company

Apply Now

Facility: PatientKeeper
Job ID: 26665-14909
Category: Information Technology
Contract: Full-time
Shift: Mixed (rotating weekends)
Job Class: Regular

Apply Now
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