Scottsdale , United States

Closes: 30-Sep-2017

Customer Support

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Be a part of the Orion Health success story!

We are an energetic, vibrant, adventurous New Zealand based company with a global reach; we have staff, offices and customers all over the world. Our award-winning solutions are utilized by leading health organizations. Using the latest technologies to develop health software, we make a positive difference in people's lives.

The results of your work will be used in 25 countries, saving thousands of lives, available on all possible devices and millions of people will be relying on it daily.

About the Role: Application Support Engineer II

The SaaS Application Support Engineer II is responsible for management and escalated issue resolution for the global managed services clients. The emphasis of the role is on the following Orion Health products: Orion Health Platform, Portal, Results, Viewer, HIE (Health Information Exchange), Clinical Data Repository, Notifications, Mobile, and Business Intelligence. They help in fulfilling Orion Health’s purpose - to revolutionize global healthcare by optimizing the algorithms of life.

About You

Able to perform these tasks with no supervision, ability to perform their responsibilities as an individual and as part of the Team, able to correctly diagnose and independently address issues in a timely and effective manner to the satisfaction of the client, providing support outside of regular business hours on a periodic basis will be required, documentation on clients managed by their pod is complete and updated in a timely manner, continually updating skillset to better resolve problems and improve client environment.

Customer Support and Issue Resolution

Participate in the daily management of the Managed Services Application Stacks either in our Hosted Environment or on Client Premises as assigned, including but not limited to:

  • Daily monitoring and alert responses
  • Following a Change Request from creation to completion, providing review, detail validation, and execution of all tasks
  • Tuning the Application stack to improve stability and resultant uptime metrics
  • Acute and Recurring issue investigation and resolution
  • Performance Trend Analysis
  • Log Analysis and Error Resolution
  • Tuning of Platform Monitoring
  • Handover Testing
  • Root Cause Analysis
  • Coordinate with team to maintain Service Level Agreements

Internal Support

  • Participate in On-Call Rotation (approximately every 10 weeks)
  • Work with Professional Services, Solution Adoption, Managed Services Infrastructure, Support and other teams to provide clients with a world-class stable solution platform

Internal Training

  • Participate in personal training to ensure technical knowledge is kept current
  • Contribute to training sessions and classes for Health colleagues
  • Assist in cross-training and/or knowledge transfer to colleagues as necessary

Process Improvement

  • Create and maintain runbooks and other solution documentation
  • Continually thinking and challenging existing processes to enable efficiency

Essential: Bachelor's Degree in a technical discipline or equivalent experience preferred

Minimum of:

  • Minimum 5 years’ relevant experience in a support or systems administration role
  • Understanding the importance of compliance in relation to healthcare and Protected Health Information handling is a plus
  • Experience with tuning, upgrading, and configuring Orion Applications a plus
  • Some experience implementing and supporting highly available, redundant Application environments is beneficial
  • Experience with Virtual environments
  • Experience with Web based applications
  • Some Experience with SQL preferred

In return, Orion Health offers:

  • Competitive salary packages
  • Corporate benefits (90 % paid medical, dental and vision premiums; 401K, life insurance, STD, LTD)
  • High-end hardware to work with
  • Flexible and social, but professional company culture
  • Career growth

NoteU.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor visas or consider contract resources at this time.

Background checks will be required upon an offer of employment.

Reasonable accommodations will be made upon request to assist those candidates with disabilities during the interview process.


All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, veteran or disability status, sexual preference or national origin