Deliver clear and timely technical responses to customer inquiries in order to resolve routine and moderately complex support scenarios, and attend client meetings to conduct in-depth discovery and capture requirements. Utilise established diagnostic methods to systematically examine and resolve customer technical problems, supporting root cause analysis and working with subject matter experts to ensure user needs are correctly implemented. Identify escalation triggers and coordinate with L3 Support and Sustained Engineering teams in order to manage operational-level agreements (OLAs), create escalation reports, and support stable customer operations. Receive and investigate support cases via our service management portal as a second line of support and escalation point, providing on-call support for critical (P1) application issues and keeping interested parties informed throughout. Collaborate with departments such as Product Management in order to maintain an understanding of features and functionality, translate this into best practices for software optimisation, and contribute to continuous support process improvement.
Bachelor's in CIS, MIS, CS or equivalent related degree, with 3 4 years' experience in the software industry or an equivalent software support area. Proven success in working with integration protocols and standards such as APIs and HL7, alongside good knowledge of integration engines such as Mirth Connect and Rhapsody. In-depth knowledge on how to work with Windows server administration, SQL Server, MySQL and SQL statements, and virtual machines and infrastructure architecture. ITIL Foundation certification and knowledge of ITSM (ITIL) are advantageous. Ability to travel up to 60% of the time within the UAE, Saudi Arabia, and the wider MEA region. Sincere interest in making a positive change in healthcare through innovative technology, with fluent Arabic and English language proficiency. A knack for working collaboratively within cross-functional teams spanning L3 Support, Sustained Engineering and Product, with strong communication skills and the ability to deliver clear, structured technical explanations to customers.
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