Sr Technical Support Consultant / Sunrise - Remote

***SENIOR TECHNICAL SUPPORT CONSULTANT – SUNRISE / ACUTE***

Sunrise (Acute) Application Support

Remote Role 

Overview

Are you looking for a job where you can make an everyday impact in someone else’s life? Do you get a thrill when solving complex problems? Are you a clinician who wants to work on building the next generation of EHRs to improve patient care and end user work experience? As a Technical Senior Support Consultant at Altera Digital Health, your work makes a difference to patients and the hospital staff. You will be responsible for handling and diagnosing technical and sophisticated application issues, working directly with hospital IT personnel, and partnering with Altera developers and third-party vendors to resolve software issues.

This is a remote role in the US.

Responsibilities

Primary Responsibilities

• Diagnose and resolve complex software problems in the areas of system configuration/setup, product functionality and bugs/enhancements.
• Document issues and customer requests, following standard operating procedures and meeting SLAs.
• Explain and demonstrate system issues to product development teams and convey customer
• Troubleshoot and repair production databases, using sound understanding of relational database concepts such as indexes, foreign keys and triggers to safely perform the
• Communicate with product design teams to improve on current design or to identify potential problems.
• Develop training content for customers and support team members.
• Mentor junior team members.
• Write and execute Structured Query Language (SQL) code against large databases.
• Work with members from other teams to analyze the clinical impact of software issues

 The successful candidate will possess the following qualities:

• Accountable with strong desire and determination to resolve complex issues. Able to prioritize and recognize the impact of the issue on patient care.
• Solid analytical, research, and time-management skills with great attention to detail.
• Excellent verbal and written skills interacting with development teams and clients around the globe.
• Self-driven and a fast learner in a demanding environment.
• Strong customer support skills with demonstrated ability to effectively deal with escalated customer concerns.

Qualifications

Academic and Professional Qualifications:

• Degree or diploma in Computer Science/Information Technology/Information Management, or degree in nursing or pharmacy, strongly preferred

Experience:

• Minimum 5 years’ experience in supporting enterprise software, or 5 years of hospital experience as a registered nurse or a clinical pharmacist
• Advanced level knowledge of relational database and writing SQL query statements to troubleshoot issues and perform modifications, preferred

Travel Requirements:

• Occasional travel to client site to resolve extremely complex customer and product issues.

Working Arrangements:

• Remote role: standard work week or as defined by assignment requirements
• Limited after-hours and on-call may be required

Why Altera

At Altera Digital Health, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Our platform approach to our solutions is changing the way healthcare is delivered. By keeping the human user at the center of our design methodology, we are supporting caregivers and helping patients meet and exceed their wellness goals. Together, with our clients, we’re driving a new era of healthcare.

Altera Digital Health offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.