Support Engineer

To apply for the Support Engineer position at DexCare, candidates should have at least 5 years of technical customer support experience, including a focus on Healthcare IT frameworks. Ideal candidates will also be comfortable troubleshooting code-related issues and reading error logs, and will possess strong analytical and problem-solving skills.

As a Support Engineer at DexCare, daily responsibilities will include providing advanced technical support, troubleshooting system issues, handling customer tickets, and collaborating with internal teams and vendors to ensure smooth implementation of our platform. You'll also contribute to documentation and become a product expert.

Yes, the Support Engineer position at DexCare is fully remote. However, candidates should ideally be located in the Eastern Time Zone and be available to work from 8 AM to 5 PM ET.

Candidates should have experience with ticketing tools and documentation processes and a background in systems engineering is preferred. Familiarity with Epic, Cerner, DataDog, Splunk, and Jira will be advantageous.

DexCare offers an outstanding benefits package that includes healthcare benefits, short/long-term disability coverage, life insurance, and a 401k plan. Employees also enjoy paid parental leave, eight paid holidays, and unlimited PTO.

The salary range for the Support Engineer position at DexCare is from $82,000 to $100,000 per year, plus equity. This range can vary based on the candidate's final level of experience and location.

DexCare is committed to being an Equal Opportunity Employer, ensuring that all qualified applicants receive consideration for employment without regard to various characteristics such as race, gender, and disability. The company also provides reasonable accommodations to applicants as needed.

When answering this question, outline your previous roles, highlight your specific responsibilities, and mention any significant achievements or improvements you contributed to in healthcare IT support. Use concrete examples to demonstrate your expertise.

Explain your step-by-step methodology, including identifying the problem, gathering relevant information, consulting logs, and trying to replicate the issue before involving others. This shows your systematic problem-solving abilities.

Mention specific tools you have experience with, like Jira or ServiceNow, and explain how you used them effectively in your work, including any significant processes or efficiencies you implemented.

Discuss your communication style, emphasizing clarity and empathy. Provide examples of how you've successfully navigated challenging interactions or facilitated collaboration between departments.

Prepare a concise case study of a project that highlights your role, the challenges faced, and how your contributions led to the project's success, focusing on teamwork and problem-solving.

Share a specific incident where you faced a challenge with a customer. Emphasize your empathetic approach, the resolution provided, and the overall result, demonstrating your strong interpersonal skills.

Do your homework! Explain your understanding of DexCare as a digital care orchestration platform, highlighting how it optimizes healthcare delivery and improves patient access and experience.

Discuss your strategies for prioritization, organization, and maintaining focus, possibly mentioning digital tools or techniques that enhance your productivity in dynamic settings.

Share any relevant experience working in Agile or Scrum teams, including your role and how you adapted to changes quickly while contributing efficiently to team goals.

Express genuine interest in the company's mission and values. Specifically mention how you resonate with DexCare’s commitment to improving healthcare accessibility and patient experiences. Your enthusiasm will stand out!