Senior Technical Support Engineer
Company DescriptionUpSela Talent Solutions Inc., a women-owned IT recruiting and consulting firm based in Dallas, Texas, specializes in connecting top-tier technology professionals with organizations seeking skilled talent. With a focus on IT recruitment and professional staffing, UpSela bridges the gap between exceptional IT professionals and businesses through advanced sourcing strategies and AI-enabled technologies. Serving a diverse client base, including public sector organizations, mid-sized businesses, and large enterprises, UpSela provides staffing solutions for roles in software development, data analytics, cybersecurity, and more. The company is dedicated to integrity, diversity, and fostering meaningful opportunities for job seekers and employers alike.Role DescriptionPosition: Senior Technical Support Engineer – Research SolutionsLocation: Boston, MA OR Raleigh, NC – 3 days onsite - Hybrid (Local only)Duration: 6-month contract-to-hireVisa: USC/GC MOI: VirtualPosition OverviewWe are seeking a highly motivated Senior Technical Support Engineer to manage and resolve complex customer issues across software, cloud, and integration environments within research-focused solutions. This role requires strong troubleshooting skills, the ability to analyze backend code, and experience working with APIs, data, and cloud infrastructure. The ideal candidate thrives in a fast-paced environment and takes full ownership of issues from identification through resolution. Minimum QualificationsBachelor’s degree in Computer Science, Information Systems, Mathematics, Statistics, or a related field3+ years of experience troubleshooting object-oriented code (Java, Scala, and/or Python preferred)3+ years of experience working with SQL, including diagnosing and resolving data-related issuesProficiency with version control tools such as GitHubPreferred Qualifications4+ years of experience supporting healthcare or life sciences technologyExperience with eClinical or clinical research software systemsExperience working with highly regulated software environmentsFamiliarity with healthcare integrations such as Redox and/or EpicExperience working with FHIR (Fast Healthcare Interoperability Resources)Experience leveraging AI tools to improve support efficiency and workflowsKey ResponsibilitiesOwn and manage the full lifecycle of technical customer issues, including reproduction, investigation, and resolutionAnalyze and troubleshoot customer-reported issues by reviewing backend object-oriented codeIdentify root causes and implement solutions, including security and permissions configuration updatesTroubleshoot and resolve software API and system integration issuesPerform cloud operations, including creating and managing storage buckets, virtual machines, and access controlsDrive operational efficiency by identifying improvements in processes, tools, and product functionalityDevelop and maintain playbooks, documentation, and knowledge base articles to streamline issue resolution