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Technical Support System Engineer II

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Waltham, MA, United States


SHIFT: No 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 professionals like you to be a part of our Software Quality Assurance team. Join us in our efforts to better our community!


We offer you an excellent total compensation package, including competitive salary, excellent benefit package and growth opportunities. We believe in our team and your ability to do excellent work with us. Your benefits include 401k, PTO medical, dental, flex spending, life, disability, tuition reimbursement, employee discount program, employee stock purchase program and student loan repayment. We would love to talk to you about this fantastic opportunity.


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 come new opportunities, so we are seeking a Technical Operations Engineer II (HCA) to join our Services Team.  


We are seeking a Technical Support Engineer II to join our Services 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
  • Some travel may be needed

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

PatientKeeper is a leading provider of healthcare applications for physicians.  Our mission is to make IT an indispensable tool for 21st century of clinical care.


If you find this opportunity compelling, we encourage you to apply. We promptly review all applications. If you are highly qualified you will hear from our recruiter or one of our managers. We are actively interviewing so apply today!


For more information about us, visit

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

PatientKeeper, Inc. is an Equal Opportunity Employer company


Our Company’s recruiters are here to help unlock the next possibility within your career and we take your candidate experience very seriously. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Gmail or Yahoo Mail. If you feel suspicious of a job posting or job-related email, let us know by clicking here.

For questions about your job application or this site please contact HCAhrAnswers at 1-844-422-5627 option 1.

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Facility: PatientKeeper
Job ID: 26665-15398
Category: Information Technology
Contract: Full-time
Shift: No Weekends
Job Class: Regular

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