Purpose of the Role:
We are seeking a highly skilled Senior SQL Support Engineer to act as the primary technical contact for clients using our proprietary Laboratory Information System (LIS) software products. This role requires a hands-on approach to troubleshooting and resolving our clients’ most complex issues while gaining in-depth knowledge of development, operations, integrations, and QA skills. The ideal candidate is dynamic, technically proficient, and eager to contribute to a growing software company by ensuring product reliability and customer satisfaction.
Duties and Responsibilities:
- Effectively resolve 10+ customer tickets per day, ensuring high-quality service and customer satisfaction
- Provide support during European time zone day shifts (7 AM – 4 PM Romanian Time)
- Direct interaction and support for European client base
- Troubleshoot and resolve complex issues using advanced data analysis and SQL skills
- Take full ownership of support tickets from initiation to resolution
- Administer client test and production environments including system administration tasks
- Adhere to and exceed production standards and customer service level agreements (SLAs)
- Analyze trends in support issues, identify root causes, and implement lasting solutions
- Obtain certification in and develop deep expertise with our products; becoming a subject matter expert
- Manage, configure, and monitor IT environments, network health and traffic via cloud infrastructure resources
- Ensure robust management and security of hardware, networking, and firewall configurations
Required Experience & Knowledge:
- Proficiency with SQL (schemas, data models, queries) and extensive experience with Windows OS (Event Viewer, Active Directory)
- Experience with Microsoft SQL, Azure Monitor, Security Center, and Application Insights
- Strong troubleshooting capabilities in complex technical environments with a knack for root cause analysis
- Previous Tier 3 support experience with mission-critical software applications in 24/7 operational environments
Skills and Attributes:
- Excellent communication skills in English, both written and spoken
- Innovative thinking and a curiosity for emerging technologies
- Self-driven with the ability to work effectively with minimal supervision
- Adaptability and the capability to thrive in a fast-paced, diverse environment
- Strong scripting and automation skills; familiarity with .NET Core, .NET Framework, Zendesk, and New Relic is a plus
Required Education & Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- Additional certifications in software support, cloud technologies, or network management are advantageous
About the Industry:
This role is situated within the healthcare technology sector, specifically focusing on laboratory diagnostics. Our software plays a critical role in automating and improving laboratory workflows, thus enabling labs around the world to enhance operational efficiencies, reduce errors, and ensure quicker turnaround of test results, ultimately aiding in better patient outcomes. We are a dedicated team with a global mission, passionate about delivering tools that help improve the quality and speed of diagnostics in healthcare.
