Scottsdale , United States

Closes: 29-Sep-2017

Customer Support

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Be a part of the Orion Health success story!

We are an energetic, adventurous New Zealand-based company with a global reach; we have team members, 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 III

The SaaS Application Support Engineer Level III 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

This position is a great fit for YOU if you are able to: perform tasks independently, with no supervision; provide mentoring and coaching to Engineer IIs; perform your responsibilities as an individual and as part of the Team; and correctly diagnose and independently address issues in a timely and effective manner to the satisfaction of the client. You will need to provide support outside of regular business hours on a periodic basis, ensure documentation on clients managed by your team is complete and updated in a timely manner, and continually update your skillset to better resolve problems and improve our client environment.

Customer Support and Issue Resolution

You will 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 & upgrading the Application stack to improve stability and uptime
  • Root cause analysis on recurring issues
  • Perform Trend Analysis & suggest improvements
  • Log Analysis and Error resolution
  • Tuning of Platform Monitoring
  • Handover Testing & Root Cause Analysis.

Internal Support

  • Participate in On-Call Rotation (every 2-3 months)
  • Work with Professional Services, Solution Adoption, Managed Services Infrastructure, Support and other teams to provide clients with a world class stable solution platform that meets Service Level Agreements

Internal Training

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

Process Improvement

  • Create and maintain runbooks & solution documentation
  • Continually think and challenge existing processes to enable efficiency.

Relevant Education and Job Experience includes:

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

  • Minimum 7 years’ relevant experience in application support or systems administration role
  • Excellent troubleshooting and problem-solving skills
  • A solid understanding of the importance of compliance in relation to healthcare and Protected Health Information handling
  • Experience with tuning, upgrading, and configuring enterprise & customer facing Applications a plus
  • Some Experience with SQL and Shell scripting
  • Experience implementing and supporting highly available, redundant Application environments is beneficial
  • Experience with Virtual environments and web based apps
  • Experience with AWS environment and tools such as Puppet, Capistrano, and Ansible a plus

In return, Orion Health offers:

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

Note: U.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.

Don’t delay, apply now!

Orion Health Inc., is committed to providing equal opportunity in employment for all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, sexual orientation, genetic information, gender, gender identity or expression, military and veteran status or any other basis protected by applicable law.