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Production Support Engineer
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US-FL-Tampa
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Job Description Job Summary
Provides technical support to product support staff to diagnose, troubleshoot, triage, repair and debug complex software and system problems.
Essential Duties & Responsibilities
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Troubleshoots and documents software product defects escalated from various support groups.
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Assists with the deployment of product hot fixes and other related solutions.
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Documents solutions for use by support staff.
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Provides support to customer/user inquiries or concerns regarding our products or services.
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May act as a liaison between various support groups and development.
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May provide after hours on-call production support.
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May produce metrics-based reporting for reported database problems and environmental concerns.
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May document product defects for submission to the software development team.
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May track resolution of product defects and/or system performance problems.
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Provides after hours on-call production support on rotating basis.
#LI-Remote
Skills & Requirements Experience
Education
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BS/BA in Technology, Computer Science, Information Systems or related field.  Experience may substitute for undergraduate degree.
Minimum Qualifications
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2-4 years of experie nce in providing support, analysis, IT and/or quality assurance for software applications.
Skills/Knowledge
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Strong technical troubleshooting, problem solving, and analytical ability
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Experience providing Level 2 or Development (Level 3) technical support
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Medical software industry experience
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Experience troubleshooting complex software or system problems
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Experience documenting software
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Technical knowledge of operating systems (Windows/Linux/Unix) and SQL query preferred
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Basic programming / scripting skills
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Excellent communication, customer support and interpersonal skills required
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Experience troubleshooting networking issues and other systems issues preferred
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Requires a high degree of energy and flexibility in adjusting to fast-paced environments with shifting workflows while juggling multiple priority tasks.
Work Environment/Physical Demands
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While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
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This role requires that one can sit and regularly type on a key board the majority of their work day
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This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/ or mobile devices.
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The role necessitates the ability to listen and speak clearly to customers and other associates
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The work environment is an open room with other associates and noise from others will be part of the regular work day
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This role may have occasions in which the work performed may be after-hours, overnight or on weekends.
Qualifications