Technical Support Engineer (Tier 2)

FSI Services•Cranberry, PA

57d•$75,000 - $90,000•Remote

About The Position

As a member of FSI’s Cloud Operations team, this role will provide Tier 2 technical support for our cutting-edge healthcare software solutions. Tier 2 support acts as the escalation point for complex or unresolved technical issues that cannot be addressed by Tier 1 support. This means you will handle more advanced troubleshooting, requiring a deeper understanding of our software, infrastructure, and customer environments. You will investigate and resolve incidents involving software defects, configuration challenges, and integration issues, often working directly with customer contacts to gather detailed information and replicate problems. In this capacity, you will serve as a critical liaison between our Tier 1 Support team—who handle initial customer inquiries—and our Engineering team, ensuring that issues are accurately diagnosed and efficiently escalated when necessary. Your responsibilities will include identifying and documenting software defects, developing and recommending workarounds, and providing clear, actionable solutions to customers. You will also play a key role in maintaining FSI’s high standards for customer service by ensuring timely communication, thorough follow-up, and a customer-centric approach to problem-solving. Additionally, you may contribute to the creation of support documentation and knowledge base articles to empower both customers and internal teams. Successful candidates will have demonstrated technical troubleshooting and customer interaction skills, the ability to learn quickly, and a tenacity for problem solving.

Requirements

Excellent problem-solving and analytical skills, with a keen attention to detail.
Exceptional communication and interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
Strong teamwork and collaboration abilities, with a customer-centric approach to providing support.
Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent work experience).
Minimum of 2 years of experience in technical support or application support roles, preferably within a SaaS environment.
Familiarity with Angular, .NET, and SQL Server, with the ability to analyze, troubleshoot, and debug complex software issues in these technologies.

Nice To Haves

Experience working in the healthcare industry or with healthcare-related software is a plus.
Relevant certifications (e.g., Microsoft certifications, Angular certifications) are a plus.
Familiarity with Microsoft Azure cloud services is a plus.

Responsibilities

Respond to and resolve escalated technical support inquiries from customers, ensuring timely and effective issue resolution.
Collaborate closely with Tier 1 Support Representatives to provide in-depth technical assistance and guidance.
Diagnose and troubleshoot complex software issues related to our healthcare SaaS applications, utilizing your familiarity with Angular, .NET, and SQL Server.
Analyze and debug software defects, documenting solutions and best practices for future reference.
Collaborate with cross-functional teams, including Development, QA, and Product Management, to address technical challenges and enhance product quality.
Contribute to the creation and maintenance of support documentation, knowledge base articles, and troubleshooting guides.
Participate in on-call rotations to provide after-hours support when required.
Proactively identify areas for process improvement and propose solutions to enhance the support experience for both customers and internal teams.
Stay up to date with industry trends, emerging technologies, and best practices to continuously improve your technical skills and contribute to the growth of the team.
Identify, propose, and implement AI-enabled tools and techniques to provide increasing levels of automation and enablement for the technical support efforts of the company.