Technical Support Systems Engineer

PatientKeeper - Waltham, MA (30+ days ago)3.5

Technical Support Systems Engineer(Job Number: 26665-12389)
Work Location: United States-Massachusetts-Waltham-PatientKeeper
Schedule: Full-time
Job Type: Information Technology
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 Support Engineer to join our Services Team.

As a Technical Support Engineer, you will work with leading edge technologies troubleshooting and resolving technical and usage issues on handheld, web interface, and server products. You will play a critical role in ensuring the quality and reliability of PatientKeeper's applications. PatientKeeper helps healthcare providers spend more time solving patients’ problems and less time solving IT problems.

A combination of exceptional technical aptitude, analytical skills, customer service orientation and communications skills are crucial for success in this position.

  • 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
Training, Experience, and Education:
  • Bachelor's degree required
  • 0-2 years professional experience
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 learner
  • Excellent oral and written communication skills; ability to interpret technical situations and effectively communicate to lay audience
  • Strong hardware and software troubleshooting skills
  • Familiarity with Java or other object-oriented programming languages
  • Working knowledge of Windows operating systems
Preferred Skills:
  • Familiarity with web development technologies (Apache Tomcat/JSP/PHP/HTML/XML/JavaScript
  • Working knowledge of relational databases and SQL
  • Basic knowledge of HL7
  • Prior experience in Healthcare industry
  • Understanding of clinical workflows
Job Location: Waltham, Massachusetts, United States

Position Type: Full-Time/Regular

For more information about us, please visit

PatientKeeper, Inc. is an Equal Opportunity Employer company :