Technical Support Engineer – EHR​/EMR Application Support

Position: Technical Support Engineer – EHR / EMR Application Support
India | Remote
Full time | UK business hours

Technical Support Engineer | Technical Support Analyst | Technical Solution Analyst | Application Support Engineer | Technical Support Consultant | EHR / EMR | SQL | Production Support

About the role Script Assist is hiring junior  Technical Support Engineers  to investigate and resolve technical and functional problems within our healthcare software platform.
We are particularly interested in candidates currently or recently working as:
Technical Support Engineer
Technical Support Analyst
Technical Solution Analyst
Associate Technical Support Consultant
Technical Support Consultant
Application Support Engineer
Application Support Analyst
Software Support Engineer
Software Specialist
Software Specialist – Support
Product Support Engineer
Production Support Engineer
EHR / EMR Technical Support Analyst
This job is deliberately designed to reach junior technical-support populations from companies such as:
eClinical Works
Altera Digital Health / Allscripts
Oracle Health / Cerner
athenahealth
Next Gen Healthcare
Practice Suite
MEDITECH
Inter Systems / Trak Care
other EHR / EMR / HIS and enterprise SaaS vendors

eClinical

Works uses the  Technical Support Engineer  and  Software Specialist  career family;
Altera currently recruits  Associate Technical Support Consultants  for entry-level enterprise healthcare software support;
Cerner has used  Technical Support Engineer  and  Technical Solution Analyst  roles.
This is  software/application support .
It is not desktop, hardware, network or generic IT support.

About Script Assist Script Assist is a UK healthcare technology company.
Our platform supports complex private clinical services and connects clinics, pharmacies, prescribers, patients and operational teams.
The software contains interconnected:
clinical workflows
application logic
permissions
configuration
customer data
statuses
integrations
operational workflows
users and roles
When something goes wrong, the customer's description of the problem may only be the starting point.
Our Technical Support Engineers need to enjoy asking:
Can I reproduce it?
What happened immediately before the issue?
What does the data show?
Is the configuration correct?
Is this expected application behaviour?
Is the user's workflow correct?
Is another system involved?
Does the problem affect everyone or one customer?
Is this a genuine software defect?
What evidence does Engineering need?
How can I verify the fix?

What you will do You will:
Triage  technical support and application-support tickets
Investigate customer-reported software issues
Gather evidence required for diagnosis
Reproduce application problems
Analyse application behaviour
Inspect error messages and available logs
Perform basic data investigation
Use SQL where appropriate
Investigate application configuration
Identify likely root causes
Distinguish software defects from data, configuration and workflow problems
Investigate production-support incidents
Write clear reproduction steps
Document findings accurately
Escalate complex defects to Product and Engineering
Work with developers and QA engineers
Validate software fixes
Retest issues before closure
Maintain accurate incident and ticket histories
Communicate technical information clearly to customers
Build troubleshooting documentation and knowledge articles
Identify recurring issues and opportunities for automation or process improvement

Who we are looking for We are primarily targeting candidates with  0–2 years of experience .
An ideal candidate may have approximately  6–24 months  as a:
Technical Support Engineer
Application Support Engineer
Technical Support Analyst
Technical Solution Analyst
Technical Support Consultant
Associate Technical Support Consultant
Software Support Engineer
Software Specialist
Product Support Engineer
Production Support Analyst
We will also consider an exceptional fresher or graduate with strong technical aptitude.

Preferred education We strongly prefer:
B.Tech / BE Computer Science
B.Tech / BE Information Technology
Computer Engineering
BCA
MCA
BSc Computer Science
BSc IT
Electronics
another relevant technical degree
This mirrors the kind of entry-level technical profile being recruited into healthcare application…