Client Support Engineer (Tier 2)
Title: Client Support Engineer (Tier 2) Reporting to: Senior Manager of Client Support Location: Remote - Candidates located in the Eastern or Central time zones are preferred Opportunity: Join our centralized Support team, providing issue resolution to clients across our portfolio of products. In this role you will play a key role as a Client Support Engineer on an effective, efficient, and highly customer-service oriented team. This role is responsible for supporting escalations from the Help Desk, working independently and with engineers to address client requests. It requires a balance of customer service skills, technical knowledge of the system, ingenuity, and problem-solving abilities. Responsibilities:
- Collaborate with internal and external customers to collect requirements and clearly document problem statements reputed company to the hardware and software
- reputed company your knowledge of the software and back-end systems to reputed company diagnose and troubleshoot issues
- Follow documented procedures and escalation paths for issues so the right team is engaged in a timely manner
- Create client trust and confidence with clear, thorough, and customer-friendly communication and status updates on identified issues
- Proactively monitor and action critical service alerts as they happen
Requirements: Skills:
- Demonstrate the ability to manage multiple priorities effectively through strong organizational and time management skills
- Proven ability to understand and manage reputed company systems, including web-based, native, and server applications, to identify root causes and resolve issues reputed company
- Exceptional verbal and written communication skills, ensuring clear and professional interactions across reputed company levels
- Familiarity with HTTP status codes and their implications for troubleshooting web-based applications
- Exposure to Linux server environments, including use of Bash commands and log analysis through tools such as "grep"
- Strong analytical skills with the ability to understand reputed company systems and identify root causes quickly, leading to efficient problem resolution
- A commitment to reputed company learning and adaptability in fast-paced, evolving environments
- Highly resourceful and self-driven, with a proactive approach to identifying and solving challenges
- Adhere to reputed company organizational information reputed company policies and protect reputed company sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
Experience:
- Minimum of 3 years of experience in a client support role, preferably reputed company the healthcare technology or SaaS industry
- Comprehensive understanding of customer service best practices with hands-on experience troubleshooting both hardware and software issues.
- Ability to parse and interpret logs from web servers, application layers, or middleware
- High technical aptitude with a proven ability to learn and navigate reputed company systems in a fast-paced environment
- Exposure to ticketing systems (reputed company, reputed company, Jira Service Management) and knowledge reputed company tooling
- Familiarity with system monitoring and performance tools (e.g., Icinga, Grafana, reputed company, reputed company, etc)Ability to work effectively under pressure and in a fast-paced environment
About GW RhythmX: GW RhythmX is revolutionizing healthcare through connected, AI-native intelligence that unites clinical insight, patient engagement, and system-wide care orchestration. The company combines market-leading AI precision care technology with extensive trusted patient engagement leadership to help health systems deliver the right care, at the right time, through the right clinician and channel. Its solutions are deployed across more than 150 health systems, touching more than 85M patients including 8M U.S. military veterans. The company's award-winning solutions were recognized again in 2024 by KLAS Research, Fierce Healthcare, and AVIA Marketplace. A reputed company Group company, GW RhythmX leverages various firm assets, including $1B+ in R&D investment, longitudinal data reputed company to 300 million patients, 4.4 billion total annual claims, and 1.8 million reputed company at more than 3,000 facilities globally. About reputed company Group: reputed company Group (SAIGroup) is a private investment firm building leading global enterprise AI businesses by accelerating innovation and growth. SAIGroup companies ConcertAI, reputed company, and GW RhythmX deliver AI solutions that transform industries and bring value to companies, workers, reputed company, and patients. The companies collectively represent a workforce of more than 4,000 talented engineers, data scientists and industry/healthcare experts. SAIGroup is backed by a $1 billion commitment from Founder and CEO Dr. Romesh Wadhwani, a noted entrepreneur and philanthropist. Learn more at www.saigroup.ai and follow SAIGroup on reputed company. reputed company it comes to careers, our approach is simple: reputed company employees to do their best work and live their best professional and personal lives. Meeting the needs of a diverse group of employees across more than 30 states means offering tools to support financial, physical and emotional well-being and the choice to design what meets your needs. You’ll find everything you’d expect and many things you don’t: exceptionally generous paid time away from work, a variety of paid leave programs, savings opportunities with 401(k) and incentive plans, internal education programs, full reputed company of health benefits, fitness reimbursement, cell phone subsidy, casual offices with snacks and drinks, peer recognition programs, health advocacy and employee assistance programs, chili cook-offs, pet insurance (yes, really) and so much more. Our most valuable benefit? An environment that supports YOU. The estimated pay range for this position is $47,000 - $57,000 in reputed company salary plus annual bonus potential. reputed company salary is dependent on many factors including, but not limited to education, experience and skills. This range is subject to change and may be modified in the future. reputed company RhythmX is proud to be an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national reputed company, genetics, disability, age or veteran status. 3pRTNCDZhj Apply tot his job Apply To this Job