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Technical Support Engineer (Level 3 Tech)
Req#: 148520
Updated: 11/13/2013
Job Type: Full Time
Location: US-FL-Alachua
Category: Development/IT
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Job Description

Vitera Healthcare Solutionsprovides end-to-end clinical and financial technology solutions that enable physicians and medical professionals to focus on patients instead of paperwork. Serving more than 400,000 healthcare professionals including 80,000 physicians, Vitera Healthcare Solutions provides electronic health records and practice management systems and processes 32 million transactions and 1.6 million e-prescriptions monthly.

The Technical Support Engineer  provides technical support to field engineers, technicians, and product support staff to diagnose, troubleshoot, repair and debug complex software and system problems.  


  • Troubleshoots and documents software product defects escalated from various support groups. 
  • Assists with the deployment of product hot fixes and other related solutions. 
  • Documents solutions for use by Level 2 support technicians and field engineers. 
  • Provides support to customer/user inquiries or concerns regarding our products or services via incoming telephone calls and written correspondence.
  • Acts as a liaison between various support groups and development.  May provide after hours on-call production support. 
  • Documents product defects for submission to the software development team.  Tracks resolution of product defects and/or system performance problems. 
  • BS/BA in computer science or related field or work related experience. 
  • Minimum of 1 year experience providing Level 2 or 3 technical support for software applications; medical software industry experience preferred; experience troubleshooting complex software problems, documenting software defects and communicating with software developers required.  Troubleshooting networking issues and other systems issues preferred.
  • Strong technical troubleshooting, problem solving, and analytical ability; Ability to thoroughly learn new applications quickly; Strong communication, interpersonal, and customer support skills; technical knowledge of operating systems, especially Windows.  Technical Knowledge of Healthcare EDI preferred.  Requires a high degree of energy and flexibility in adjusting to fast-paced environment with shifting workflows with multiple priorities. 


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