Technical Support Specialist

3 weeks ago

Florida, United States Symplast EHR Full time
Technical Support Lead

At Symplast EHR, we are seeking a highly skilled Technical Support Lead to join our dynamic team. As a Technical Support Lead, you will be responsible for providing advanced technical leadership within the support team. You will handle complex technical issues, perform detailed troubleshooting, and ensure that platform stability, security, and performance are maintained.

Key Responsibilities:
  • Lead the technical support team, providing mentorship and advanced technical guidance to resolve complex technical issues.
  • Act as a point of escalation for complex issues, performing root cause analysis and troubleshooting across multiple technical layers, including cloud infrastructure, networking, security, and application code.
  • Triage critical issues and direct them to the appropriate engineering teams for timely resolution.
  • Monitor the platform for vulnerabilities, performance bottlenecks, and application defects, ensuring the system remains secure and efficient.
  • Perform detailed log analysis and troubleshooting using advanced monitoring tools to identify platform issues.
  • Collaborate with the development, DevOps, and security teams to proactively address system issues and vulnerabilities.
  • Lead efforts to implement and improve incident response, documentation, and technical support processes.
  • Ensure compliance with security best practices, identifying and mitigating risks related to data security, network vulnerabilities, and system architecture.
  • Provide technical guidance for system integrations, configuration issues, and system-level troubleshooting for client-specific environments.
  • Manage and support cloud-based infrastructure, serverless applications, Kubernetes clusters, and microservices architectures.
  • Maintain effective communication with clients and internal teams, offering clear and concise updates on technical issues and resolutions.
  • Provide performance reviews, manage team KPIs, and ensure the technical support team meets client expectations and internal SLAs.
  • Create knowledgebase articles and improve documentation for both internal teams and clients.
Requirements:
  • Bachelor's degree in information technology, computer science, or a related field.
  • At least 7 years of experience in technical support or a similar role, with at least 3 years in a leadership or senior technical position.
  • Must be able to effectively communicate complex technical issues and solutions to both technical and non-technical stakeholders.
  • Demonstrated experience with cloud-based infrastructure, networking, and security.
  • Excellent leadership, collaboration, and problem-solving skills.
  • Willingness to travel up to 25% of the time.
Preferred (Not Required):
  • Certifications such as CompTIA Network+, Microsoft Azure Fundamentals, or AWS Solutions Architect are a plus.
  • Experience with EHR, financial systems, or insurance platforms is a plus.

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