Support Engineer - Operations

The Support Engineer is responsible for leveraging a variety of tools to troubleshoot and resolve complex application support issues. The scope of this job includes working with engineering and solution management teams to shape and drive the evolution of WellSky solutions.

Key Responsibilities:

• Investigate and resolve client issues across WellSky solutions, including hosted, on-premises, and SaaS environments, through backend data analysis, application logging, and infrastructure reviews.
• Advise clients on IT and database best practices, including security, backups, and performance optimization while delivering excellent client experiences through effective written and verbal communication.
• Collaborate with internal teams to address advanced technical issues, act as the escalation point for identifying bugs and enhancements, and log issues for solutions management and engineering teams.
• Maintain accurate documentation in Salesforce by detailing investigation steps, outcomes, and resolutions in compliance with change-control processes and documenting client environment configurations.
• Demonstrate proficiency in hosting infrastructures, network configurations, server setups, and integration endpoints by sharing knowledge and supporting team success.
• Demonstrate proficiency in configuring and troubleshooting AI tooling and associated integrations. 
• Maintain cross-functional integrations between foreign systems via API and associated maintenance. 
• Ability to scope, adopt and deploy new to market technology in existing systems while maintaining uptime. 
• Configure, troubleshoot, and maintain the Google Suite of Cloud and Gemini products, such as CX Agent Studio, Logs Explorer, Vertex AI, etc. 
• Perform other job duties as assigned.

Required Qualifications:   

• Bachelor's degree in a related field or equivalent work experience
• At least 2-4 years of related work experience

Preferred Qualifications:      

• Experience with SQL. 
• Experience with Python. 
• Experience with Google Cloud Suite.  
• Healthcare industry experience.

Job Expectations:

• Willing to work additional or irregular hours as needed
• Must work in accordance with applicable security policies and procedures to safeguard company and client information
• Must be able to sit and view a computer screen for extended periods of time

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WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference.

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.

Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:

• Excellent medical with Rx, dental, and vision benefits

• Mental Health support through EAP

• Generous paid time off, plus 13 paid holidays

• 100% vested 401(K) retirement plans

• Educational assistance up to $2500 per year