Client Services Support Engineer/Consultant

Do you have the Support gene?

  • Passionate about providing legendary service that makes customers ask for you by name?
  • Love solving complex technical problems that make others cringe?
  • Live to improve processes?
  • Hate to see the same problem twice?
  • Willing to walk over hot coals to see products improved, bugs fixed and great documentation/knowledge base articles written?
  • Enjoy mentoring less experienced engineers in all of the above?

You will have around 5 years experience in an enterprise support environment. You “get” the value of clinical software in enterprises.  The customer is always your greatest passion and you love troubleshooting in a Java/J2EE environment. You are hungry for projects that improve the customer experience. Your happiness comes from knowing that such projects improve the experience for clinical users who use Orion Health products daily. And you don't want to do it alone – you love the camaraderie that comes from working with like-minded teammates.

If this is you then in return you get to join an awesome company that is growing.

Position Summary

The Client Services Support Engineer/Consultant's role is focused on providing support for Orion Health's enterprise clinical software product. This role will involve technical prowess, lead, escalation management, leading support improvement projects and mentoring junior engineers to ensure an awesome customer satisfaction experience of Orion products at our customer sites. It requires the ability to identify root cause for reported customer issues and to provide appropriate solutions to minimize customer downtime and customer business impact. Resolution of customer issues may involve code error diagnosis, code development, testing, validation and implementation so there is an extensive requirement for the Senior Support Engineer to be able to read and understand JAVA code to determine behavior and function.

Responsibilities

  • Communicate via web-based applications, live chat and phone to resolve customer issues
  • Help improve the documentation of products to help customers and minimize support load
  • Replicate customer environments to enable the replication and debugging of customer issues
  • Help improve and streamline internal processes
  • Verify Bugs raised against products
  • Mentor and train junior engineers
  • Manage customer and internal escalations
  • Lead support improvements projects to ensure continual improvement in customer support experience and maximize use of technology to deliver support experience

Required Skills

  • Excellent written and verbal communication skills
  • Demonstrated ability to gather relevant information and diagnose issues effectively and efficiently
  • Proven ability to solve problems and learn new technologies
  • In-depth Operating Systems knowledge
  • Java/J2EE Programming experience
  • In-depth experience with 1 or more Application Servers
  • In-depth database and SQL experience

Typical Experience

  • Bachelor's Degree in Computer Science or equivalent demonstrated experience;
  • 3+ years programming or Java/J2EE troubleshooting experience or over five years support experience in a similar product environment

Love Going to Work?

Imagine working in a place where you get to do what you love every day. We are an innovative software development company revolutionizing the way software is sold and used by businesses globally. We are building a different kind of software company — one that listens to client needs, values innovation and solves customer problems with brilliant simplicity. We are not your typical company and proud of it! If you start your career with Orion you can expect a fast paced and exciting work environment which stays true to our entrepreneurial roots.  

Your Dream Job

With offices in Santa Monica, Boston, Canada, Europe, New Zealand and Australia we offer global opportunities and the chance to work with like-minds from different cultures. Each day you come to work at Orion Health, you will be coming to work in beautiful offices working with a close-knit group of co-workers. 

Click here to join us now...