Senior Technical Support Engineer

Senior Technical Support EngineerLocation: San Francisco, CA | Raleigh, NC | Dallas, TX | Boston, MASchedule: Hybrid – 3 days onsite requiredEmployment Type: 6-Month Contract-to-HirePay Rate: $65–68/hourStart Date: ASAPAbout the RoleThe Technical Solutions team is focused on advancing care and research innovation. We support new business initiatives by expanding product capabilities in strategic areas and delivering a scalable technical support framework across multiple product portfolios.As a Senior Technical Support Engineer, you will partner closely with internal stakeholders to identify, reproduce, troubleshoot, and resolve complex technical issues. You will support infrastructure, permissions, and configuration changes while delivering high-level technical support and sustaining engineering services that help customers achieve meaningful business outcomes.This role offers the opportunity to collaborate with customers, developers, architects, and operations teams to solve challenging, high-impact problems. You will also contribute to building support tooling and infrastructure to improve operational efficiency.Travel up to 10% may be required.Key ResponsibilitiesOwn and manage technical customer issues from identification through full resolutionReproduce and troubleshoot complex technical problems, including reviewing and analyzing code to determine root causeProject manage new client deployment issues through to completionImplement infrastructure, security, and permissions configuration changesDrive operational efficiencies by identifying improvements in process, tooling, and product functionalityDevelop playbooks and knowledge base documentation to streamline issue resolutionCreate internal reports and dashboards for issue tracking and performance monitoringMinimum QualificationsBachelor's degree in Computer Science, Information Systems, Mathematics, Statistics, or related fieldCloud operations experience (creating buckets, virtual machines, and managing security access controls/IAM)3+ years of experience with Python or another object-oriented programming language3+ years of experience working with SQLExperience troubleshooting data-related issuesProficiency with GitHub and JiraStrong troubleshooting skills with the ability to track complex technical detailsExcellent communication skills with the ability to translate technical findings for both senior developers and non-technical stakeholdersPreferred Qualifications4+ years of experience in healthcare technologyExperience supporting highly regulated software environmentsExperience with RInfrastructure-as-Code (IaC) experience such as Terraform, Ansible, or similar toolsSelf-starter mindset with strong ownership and a passion for driving issues through to resolution