Technical Support Engineer

Boston, MA, US /
Customer Operations /
Full Time
Company Background

Lumeon provides Care Pathway Management (CPM) solutions that enable healthcare organizations to efficiently coordinate healthcare delivery and quickly launch next-generation care experiences. Its industry-leading automation platform acts as the ‘auto-pilot’ for healthcare delivery, automatically handling routine care tasks, communicating with patients along the way, while assisting care teams to focus their time on those most at risk. Care teams are prompted to make decisions, take control and intervene when required. Lumeon’s CPM platform also seamlessly integrates and compliments provider investments in their Electronic Health Record (EHR) system.
 
More than 70 progressive health systems in the USA and Europe have deployed Lumeon’s multi-award-winning platform.

Role and Responsibilities
 
·       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.
·       Liaise 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.
·       Create reports as and when needed by other teams.
·       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.
 
 
Skills and Qualifications required
 
·       Experience troubleshooting and debugging with MySQL 
·       Experience of writing complex SQL queries
·       Knowledge of HTML
·       An understanding of networks (TCP/IP, HTTP, HTTPS, NFS, Firewalls)
·       3-5 plus years of Technical Support of enterprise-class software
 
·       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
·       A passion for and proven ability of delivering consistent, high quality customer care and technical support to internal and external customers
·       Ability to work within a KPI-driven environment
·       Strongly developed analytical, problem solving and troubleshooting skills
·       Must have excellent verbal and written, business and technical, communication skills
·       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 (software & hardware)
·       Experience collaborating remotely with colleagues and clients across different time zones and locations

Ideal but not Essential

·       An understanding of programming logic
·       Experience of complex healthcare data and imaging migrations
·       Experience of other healthcare software
 
 
Education
 
·       University/College degree (technology-related) or equivalent work experience
Lumeon is an equal opportunity employer. All qualified applicants and employees will be considered for employment without regard to ethnicity, color, national origin, age, religion, sexual orientation, gender identity or expression, family or parental status, veteran status, neurodiversity status, disability status or any other basis protected by applicable law.