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We make interoperability platforms that allow data – such as patient encounter details, lab results, and billing information – to move seamlessly from one system to another.
The Technical Support Engineer I is an individual contributor role on the Rhapsody Support Team. Their primary responsibility is providing exceptional technical support to our customers, resolving product issues, and ensuring a positive user experience.
Job Responsibilities:
- Respond to customer inquiries via phone and email, providing timely and effective support.
- Troubleshoot and resolve software issues, guiding customers through the process.
- Document customer interactions, issues, and resolutions in the Salesforce Service Cloud ticketing system.
- Collaborate with senior engineers and other departments to escalate complex issues when necessary.
- Install and configure Rhapsody software for clients.
- Maintain timely and effective communication with customer contacts and their designated vendor representatives.
- Monitor and track issues to ensure timely resolution and follow-up with customers.
- Stay abreast of Rhapsody product and feature changes to the degree required to confidently present the features to clients.
- Direct Rhapsody clients in the best practices and recommended usage of Rhapsody software features.
- Provide feedback on real-world implementation perspectives to the Dev/QA/Product Management teams via Enhancements and Defects.
- Participate in training sessions to enhance product knowledge and technical skills.
- Ensure client satisfaction for Support issues.
- Serve as part of Support’s 24x7x365 coverage for production-inhibiting issues and/or managed services rotation.
- Technical skills: Demonstrated ability to independently learn and explain technical concepts.
- Critical thinking and analytical skills: Demonstrated ability to break complex technical problems into their contributing factors, identify impacts on system behavior, and eliminate variables to better define the issue.
- Communication: Demonstrated ability to clearly and concisely express yourself, both verbally and in writing. English fluency required.
- Customer service: Demonstrated ability to be patient, sympathetic, and diffuse frustration.
- Interpersonal skills: Demonstrated ability to build rapport and trust with customers and colleagues.
- Time management: Demonstrated ability to manage multiple tasks, set explicit expectations, and complete assigned tasks in a timely manner.
- 4-year college degree in computer science, information systems, healthcare or related field, or comparable work experience.
- Embrace AI-enhanced workflows: Leverage AI tools to increase efficiency, improve decision-making, and continuously explore new ways to augment your work with emerging technologies
Preferred Skills: 1 or more years of experience with 5 or more of the following:
- Integrate, configure, and support integration using DICOM standards
- Build standard integration interfaces using data exchange standards for healthcare
- Basic networking concepts
- Troubleshooting TCP/IP handshakes and headers
- Cryptography/encryption
- Web services
- Other communication protocols, such as SSH, SFTP, Amazon S3, AMQP, and Kafka
- Java-based application technical stack components
- HL7 & FHIR
- Basic system administration and command shells
- Log analysis
- Cloud infrastructure monitoring tools
- Basic use of “Infrastructure as Code” tools
Rhapsody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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📌 Technical Support Engineer
🏢 Rhapsody
📍 Australia