Application Support Engineer - Level 3

Job Title:

Application Support Engineer – Level 3

Location:

Orlando, FL

Job Type: Full-time

Reports to:

Application Support Mgr

At Andor, the Tier 3 Application Support Engineer is the primary technical authority and key link between customer-facing teams and Engineering. This role resolves the most complex, non-routine issues that require deep code analysis, database querying, or architectural troubleshooting beyond standard support playbooks. Because Andor operates in healthcare, the position also has direct responsibility for interoperability, data integrity, and compliance in systems that handle patient data;

it is not a general Tier 3 support role.

Healthcare experience

Minimum 2 years supporting, implementing, or integrating software used in a healthcare / clinical / HIPAA-regulated environment (e.g., EHR, practice management, clinical interoperability, health-plan or claims systems). General enterprise support experience without a healthcare employer or healthcare-specific product does not satisfy this.

Coding / programming experience

Minimum 2 years writing and maintaining code in .NET, Python, or JavaScript, along with working proficiency in SQL and REST APIs — e.g., scripting fixes, building internal tools, automation, or API integration work. Query-writing alone does not satisfy this; there should be evidence of general-purpose programming in one of the listed languages.

Overall experience

Minimum 3 years in application/production support, software support engineering, or a closely related role.

Compliance exposure

Direct working experience in a HIPAA-regulated environment; SOX or other regulated-industry experience is a plus but does not substitute for HIPAA exposure.

Education

Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience (4+ years) in lieu of degree.

• HL7 (ADT, SIU) and FHIR (R4 resources and Bundles) hands-on integration experience.
• Experience with Azure Monitor, Azure Dev Ops, Zendesk, or Slack in a support workflow.

• HL7/FHIR Proficiency, Microsoft Power BI Data Analyst (PL-300), Azure Data Fundamentals

• Multi-Platform OS Diagnostics:
  
  Expert-level support for Windows (10/11), macOS, iOS, and Android, including profile corruption, driver conflicts, and registry/plist issues.
• Programming & Scripting (Required):
  
  Working proficiency (2+ years) in .NET, Python, or JavaScript, plus SQL and REST API development/integration, for building automation, internal tooling, or integration fixes.
• Advanced Troubleshooting:
  
  Network diagnostics (DNS, latency, packet tracing) using tools like Ping Plotter, Ninja RMM, or VPN stability monitors.
• Support & Collaboration Ecosystem:
  
  Mastery of the ticket lifecycle and inter-departmental workflows within Zendesk, Slack, and Azure Dev Ops.
• Data & Interoperability Literacy:
  
  Working knowledge of SQL concepts and API/APK structures; ability to navigate healthcare data standards, specifically HL7 (ADT, SIU) and FHIR.
• Standardized Communication:
  
  High-level verbal and written skills for documenting complex resolutions in the internal Knowledge Base and providing clear updates to customers.

• Serve as subject matter expert for healthcare data exchange (HL7/FHIR), ensuring seamless integration between the platform and clinical systems.
• Partner with Implementation teams to audit client customizations and QA teams to validate enhancements before production release.

• Act as the definitive authority for issues Tiers 1 and 2 cannot resolve; review application and system logs, debug the underlying code, and identify and implement the fix.
• Translate front-end issues into actionable technical requirements for developers, distinguishing between environmental gaps and code-based bugs.

• Use Power BI and Azure Monitor to identify system instability or emerging failure trends before they impact end users.
• Refine data queries and reporting structures to better measure…