Technical Support Engineer I

About The Role…

The Technical Support Engineer I (TSE I) provides post-implementation technical support to TeleTracking clients and internal staff. This role is responsible for diagnosing, troubleshooting, and resolving client issues efficiently while delivering exceptional service and maintaining TeleTracking's reputation for reliability. The TSE I independently manages most client incidents, collaborates with peers and senior engineers for complex escalations, and contributes to continuous improvement within the support organization.

What You'll Do…

The Technical Support Engineer I represents the foundation of TeleTracking's support excellence—resolving most client issues directly, ensuring smooth system operations, and embodying the company's core principles in every client interaction. This position serves as the first line of defense in identifying, documenting, and resolving client-impacting issues and plays a critical role in maintaining high levels of client satisfaction and operational reliability.

• Respond promptly to incoming client calls, chats, and tickets in an ACD environment, ensuring professional and timely communication aligned with departmental SLAs.
• Troubleshoot and resolve client-reported issues related to TeleTracking applications, infrastructure components, and integrations.
• Document all case activity, troubleshooting steps, and resolution details accurately in the case management system (e.g., NetSuite).
• Collaborate with other Technical Support Engineers, Solutions Engineers, and Development teams to reproduce and resolve technical issues.
• Escalate cases following defined protocols when issues exceed Tier 1 scope or require deeper technical analysis.
• Perform environment checks and application testing to validate reported issues and confirm resolution.
• Contribute to internal knowledge base articles and process documentation to support team learning and client success.
• Participate in team training sessions, product updates, and skill-building initiatives to maintain technical proficiency.
• Demonstrate ownership and accountability for client satisfaction and case resolution outcomes.

What We Look For…

• 1–3 years of experience providing technical or application support in a client-facing environment.
• Proficiency with Microsoft SQL Server (querying, troubleshooting connectivity, reviewing logs).
• Familiarity with Microsoft Windows Server, IIS, and networking concepts (DNS, TCP/IP, firewalls).
• Strong analytical and communication skills with the ability to manage multiple priorities in a fast-paced environment.
• Working knowledge of client/server architecture and network protocols.
• Ability to read SQL queries and interpret logs to identify root causes.
• Experience using remote desktop and diagnostic tools.
• Strong documentation habits and attention to detail.

Education...

College degree in Computer Science, Information Systems, or a related technical field preferred but not required.

About Us…

TeleTracking is the world's leading integrated healthcare Operations Platform that is Expanding the Capacity to Care by combining comprehensive technology solutions with clinical operations expertise to improve access to care, delivery, and transitions of care. We work with more than 900 hospitals globally, including the 3 largest health systems in the United States, providing workflow automation and ai-based decision support that creates optimized patient flow, improved capacity management, reduced wait times, and increased growth without compromised quality of care. TeleTracking values people with an entrepreneurial spirit, creativity and building strong relationships with our employees.  We believe that diversity, equity, and inclusion in our workforce keeps us competitive and provides opportunities for everyone. 

Benefits

• Medical/dental/vision plans 100% paid for employees and family members without coverage, which start from day one
• Life and AD&D
• Flexible Spending Accounts: Medical, Dependent Care, and Transportation
• 401 (k) Retirement Savings
• Tuition Reimbursement
• Military Paid Leave (up to 6 months of base salary while on military leave)
• Paid Time Off
• Paid parental leave

Disclaimer:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.

TeleTracking is an Equal Opportunity/Affirmative Action employer. TeleTracking recruits qualified applicants without regard to race, color, religion, gender, age, ethnic or national origin, veteran status, physical or mental disability, genetic information, sexual orientation or preference, gender identity, marital status, or citizenship status.

Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.