Senior Support Engineer -Nursing Integration/Phys Doc/Clinical AI Agent

About the Role
As a Senior Support Engineer, you will work in a collaborative team environment to support products. You will investigate, troubleshoot, and resolve client issues while helping ensure application stability and a high-quality client experience.

Responsibilities
You will be responsible for:

• Providing functional and technical expertise to clients using health products.
• Prioritizing, planning, and managing issue resolution independently and with cross-functional teams.
• Investigating front-end application issues by gathering information, using troubleshooting tools, shadowing end users, and testing workflows.
• Troubleshooting workflows internally and externally to identify root causes and support resolution.
• Creating and maintaining documentation, knowledge transfer materials, and investigation records throughout the support lifecycle.
• Supporting incident resolution and application maintenance to help deliver value for the company and its clients.
• Collaborating in a fast-paced support environment to address client needs and improve outcomes.

What You’ll Bring

• Bachelor’s degree in Information Technology, a related field, or equivalent relevant work experience.
• At least 5+ years of experience in one or more of the following areas:
  • Healthcare information technology, or HCIT
  • HCIT support
  • Software implementation
  • Client relationship management
  • Other client-facing or HCIT solution work
• Experience working with Millennium Nursing Integration, Physician Documentation and Clinical AI Agent products or related components.
• Willingness to participate in an on-call rotation as needed.
• Fluent English language skills.

Nice to Have

• Clinical background or experience working in a clinical healthcare setting.
• Experience working in Application Managed Services or Product Support roles.

What We Offer

• Visa Sponsorship and No Relocation Assistance
• The company offers a competitive salary and exciting benefits designed to support your career, well-being, and work-life balance. You can expect:
  • Flexible working options to help you do your best work.
  • Learning and development opportunities to advance your career.
  • Core benefits that support your health and well-being.
  • An inclusive culture that celebrates what makes you unique.

Qualifications

Minimum Job Qualifications
Education and/or Experience:

• 8 years of experience in customer support, technical support, or related field

OR

• Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 4 years of experience in customer support, technical support, or related field

OR

• Master’s Degree in Business Administration, Finance, Computer Science, Information Systems, Information Technology, or related field AND 2 years of experience in customer support, technical support, or related field.

OR

• Doctorate in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field

Job Skills:

• Same skills as prior level plus;
• Service Delivery Management: Demonstrated ability to coordinate and manage high-quality service delivery and ensure customer satisfaction.
• Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
  Knowledge Centered Services Certification:
• Knowledge Centered Services Contributor Certification within the first 30 days after hire.

Preferred Job Qualifications
Education and/or Experience:

• 8 years of experience in customer support, technical support, or related field

OR

• Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Information Technology or related field AND 4 years of experience in customer support, technical support, or related field

OR

• Master’s Degree in Business Administration, Finance, Computer Science, Information Systems, Information Technology, or related field AND 2 years of experience in customer support, technical support, or related field

OR

• Doctorate in Business Administration, Finance, Computer Science, Information Systems, Information Technology or related field
  Knowledge Centered Services Certification:
• Knowledge Centered Services Author Certification.
  Diagnostic Methodology Certification:
• Diagnostic Methodology Certification within first 30 days of hire.
  Diagnostic Methodology Coach Certification:
• Diagnostic Methodology Coach Certification.
  Cloud Infrastructure Foundation Certification:
• Cloud Infrastructure Foundation Certification.
  NetSuite SME Certification:
• NetSuite Subject Matter Expert Certification in a recognized NetSuite Product Area.

The company is committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling 1-888-404-2494 in the United States.

The company is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. The company will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.