Advanced Application Support Engineer (Tier 3)

Position : Advanced Application Support Engineer (Tier 3)

Reporting to : VP, Managed Services & Support

Working Hours : 3rd shift, specific schedule TBD

About the Opportunity :

The Advanced Application Support Engineer plays a crucial role in enhancing the employee and client experience through expert issue identification, diagnosis, and resolution of Support Incidents in client production environments. By collaborating closely with Product Development and Engineering teams, you will assist in the smooth operation of Get Well's entire product suite, ensuring high availability and performance. Additionally, you will contribute significantly to the deployment and reliability of future enhancements.

Key Responsibilities :

• Be the go-to after-hours support resource, executing the responsibilities of Client Support Specialists and Engineers, including monitoring system alerts, managing client-reported issues, and escalating incidents as per established protocols.
• Participate in production-level tasks for Product Engineering, including critical deployments and troubleshooting complex technical issues.
• Accelerate the resolution of Support Incident tickets that need Tier 3 attention.
• Build strong, collaborative relationships with Product Development and Engineering teams for effective knowledge transfer and skill enhancement.
• Mentor Tier 2 support agents, enhancing their skills to minimize the volume of tickets needing Tier 3 intervention.
• Contribute to and refine existing support documentation to strengthen Knowledge Management.
• Analyze and present Support Incident trends to QA Engineering to enhance software quality upon release.
• Assist in documenting Root Cause Analyses, Standard Operating Procedures, and technical knowledge articles, turning lessons learned into proactive solutions.
• Demonstrate flexibility in scheduling work hours, including weekends and holidays, to meet client needs.

Requirements :

About Get Well :

Get Well, part of the SAI Group family, is revolutionizing digital patient engagement by empowering patients in their personalized healthcare journeys. For nearly 25 years, we have served over 10 million patients annually across more than 1,000 hospitals and clinical partner sites. Our innovative solutions have been recognized for excellence in patient engagement and outcomes. Discover more about our mission and join our team dedicated to transformative healthcare experiences.

We Value Our Employees :

Get Well is committed to providing an environment that nurtures your professional and personal growth. Our offerings include generous paid time off, flexible leave programs, a robust 401(k) plan, comprehensive health benefits, and many other unique perks to support your well-being.

Compensation :

The estimated pay range for this position is $95,000 - $120,000, with bonus potential. Your compensation will reflect your education, experience, and skills.

Get Well is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.