Technical Support Engineer

The Technical Support Engineer serves as a first point of contact for Lumeon product and services related to technical questions and provides excellent customer support to all clients. This role is responsible for application support, including triaging, identifying issues and root causes, and identifying workarounds for solutions. This role reports into our Senior Manager of Customer Support (US).

• As the clients’ first point of contact for all Lumeon product and services related technical queries, provide a consistently superior customer support service to all Lumeon’s clients
• Responsible for application support, including triaging and identifying issues and their root-causes, debugging, developing and suggesting workarounds and solutions
• Promptly answer online, telephone and email queries, in line with company’s SLAs, while applying exemplary customer care, ensuring tickets and clients are kept regularly up-to-date on status through to resolution
• Deliver high customer satisfaction and NPS through end-to-end management of each service request
• Collaborate with Level 2 and 3 engineers to resolve more complex issues that require escalation
• Liase with internal teams such as DevOps, Development, QA, Deployment, Account Management, and Product as needed
• Provide support to team, colleagues and management on technical and process related matters
• Create reports as and when needed by other teams
• Remain up to date with products, troubleshooting methods, and technology beyond scheduled training
• Conduct internal and external knowledge-share sessions when required
• Contribute to Knowledgebase and other knowledge systems in an ongoing basis
• Operate as part of an international team, providing extended hours of coverage to Lumeon customers (both UK and US based) and be part of global on-call rotations
• Support the migration of clients from their existing healthcare software systems into our SaaS product
• Adhere to all company policies and procedures
• Ensure all tasks are completed in a timely manner and to a high standard
• Undertake other reasonable duties at the request of the line manager
• Occasional travel to customer sites in support of existing or prospective customers may be required

• Healthcare, dental, and vision insurance plan offerings
• Flexible work environment
• Manager support for well-being
• Flexible time off policy, plus 5 sick days
• Pre-tax commuting options
• 401(k) with 5% match
• Paid parental leave policy
• Life and AD&D insurance
• Employee Assistance Program (EAP)
• Flexible Spending Account
• Working culture based on trust and collaboration

• Bachelor's degree (technology-related) or equivalent work experience required
• 3-5 plus years of Technical Support of enterprise-class software is necessary
• Must have experience troubleshooting and debugging with MySQL
• Experience of writing complex SQL queries required
• Knowledge of HTML is required
• Must have an understanding of networks (TCP/IP, HTTP, HTTPS, NFS, Firewalls)
• Displays a high level of independence, self-initiative and attention to detail in all tasks and assignments
• Strong desire to work in a client facing environment with highly complex technical challenges
• Must have a passion for and proven ability of delivering consistent, high quality customer care and technical support to internal and external customers
• Must be able to work within a KPI-driven environment
• Strongly developed analytical, problem solving and troubleshooting skills
• Must have excellent verbal and written communication skills (business and technical)
• Proven ability of being able to perform effectively under pressure and in critical situations
• Demonstrated ability to prioritize and multitask with strong organization skills
• Knowledge and experience with current enterprise-level technology (hardware & software) is necessary
• Must have experience collaborating remotely with colleagues and clients across different time zones and locations
• An understanding of programming logic is preferred
• Experience of complex healthcare data and imaging migrations preferred
• Experience of other healthcare software preferred