Support Engineer

App Great is one of the fastest growing global IT companies, supporting the highest tech organizations in the world with 6 offices: 1 in Sofia, 1 in Skopje, 1 in Bucharest, 1 in Tel Aviv, 1 in Chisinau and 1 in Warsaw.

We are working with top talents and highly experienced management to ensure the world’s leading technology companies meet all the business challenges that the future holds.

We are App Great
! We are a young and ambitious company like no other!

The most important part of App Great is the team. From our founders to the last person, we are committed to creating a pleasant environment and a place where everybody feels like they belong.

We invest in them in any way we can, starting from the amazing atmosphere in the office, unique benefits and career growth opportunities.

We are seeking a highly skilled Support Engineer to join our healthcare technology support team. This position plays a critical role in resolving complex technical issues escalated beyond first-level support, ensuring the reliability and performance of our cloud-based healthcare solutions. You will leverage your deep technical expertise and analytical skills to monitor system health using big data tools, analyze large volumes of logs and metrics, and deliver prompt, effective solutions to our customers and internal teams.

Your ability to dive into technical details and provide root cause analysis is essential in maintaining high service quality and customer satisfaction.

• Provide advanced technical support for healthcare machine integrations and cloud solutions, resolving complex issues.
• Monitor system performance and health through big data analytics platforms and logging tools to proactively identify potential problems.
• Build workflows for service and support scenarios.
• Help the service manager to define the big data tool and implement it for logs analysis.
• Analyze large datasets, logs, and database records to troubleshoot issues and support incident investigations.
• Collaborate closely with development, service automation, and product teams to elevate bugs, suggest improvements, and validate fixes.
• Communicate effectively with customers and internal stakeholders, providing clear updates on issue status and technical guidance.
• Document troubleshooting processes, known issues, and solutions to enhance team knowledge base and improve support efficiency.
• Participate in on-call rotations and business trips and respond swiftly to critical system alerts or customer escalations.
• Continuously improve monitoring tools and automation scripts to optimize support workflows and reduce manual effort.

• “Can do” approach and proactive, is a must for this position.
• Proven experience in 2nd tier technical support or similar roles within healthcare technology or SaaS environments.
• Strong problem-solving skills with the ability to analyze complex technical data, logs, and system metrics.
• Familiarity with big data tools, log management platforms (e.g., Elastic, Splunk), and database querying (SQL).
• Solid understanding of healthcare systems, medical device integrations, or cloud platforms is highly desirable.
• Excellent communication skills in English, both written and spoken, to engage effectively with customers and cross‑functional teams.
• Ability to work independently under pressure and manage multiple support cases simultaneously.
• Customer‑centric mindset focused on delivering timely and effective solutions.

• Technical background with knowledge of coding/scripting (Python, Java, Bash, or similar).

• Attractive remuneration package
• Working style – hybrid
• Comprehensive Private Medical Insurance
  :
  Your health matters to us (UNIQA)
• Annual leave starting with 21 days up to 25 days(depending on the relevant experience)
• Plus an extra day off to celebrate your birthday 🎉
• Multisport Card
  :
  Stay active with a subsidized membership, courtesy of App Great
• Netflix or Spotify Subscription
  :
  Your choice, fully covered by us for your entertainment and relaxation
• Monthly Food Vouchers
• Office Snacks & Treats
  :
  Fresh fruits, nuts, coffee, sweets, and protein bars always…