Technical Support Engineer Position Summary We are seeking a skilled Technical Support Engineer to act as the critical link between Level 2 Support and Development teams. The role involves investigating, diagnosing, and resolving complex technical escalations across enterprise healthcare applications and secure messaging solutions. The ideal candidate will possess strong expertise in Windows Server environments, SQL Server, HL7 interfaces, and application troubleshooting.

This role requires excellent analytical skills, root cause analysis capabilities, and experience managing escalations through to resolution while maintaining high levels of customer satisfaction.

Key Responsibilities Infrastructure & Database Support Troubleshoot issues within Windows Server environments.

Utilize PowerShell for connectivity validation, service management, process monitoring, and system diagnostics.

Manage certificates, security configurations, and Event Viewer analysis.

Interpret and troubleshoot SQL Server and ODBC-related errors.

Monitor, execute, and support SQL Agent jobs.

Perform SQL-based troubleshooting and data integrity validations. Application & Integration Support Trace and troubleshoot HL7 message flows and interface-related issues.

Investigate message queue backlogs and integration failures.

Support secure messaging solutions and endpoint connectivity.

Troubleshoot IIS, ASP.NET, and application-layer issues.

Review application configurations and identify root causes across the technology stack.

Escalation Management

Reproduce issues in test and production environments.

Analyze and classify defects based on severity, frequency, and software versions.

Gather diagnostic evidence including application logs, SQL traces, network traces, and user recordings.

Document findings, workarounds, root cause hypotheses, and reproduction steps.

Coordinate escalations between Support, Engineering,



and Development teams.

Manage incidents through ITSM platforms and track PRBs and defect tickets. Documentation & Client Communication Communicate technical findings effectively to customers and stakeholders.

Create and maintain Knowledge Base (KB) articles.

Provide detailed troubleshooting documentation and escalation summaries.

Required Skills Operating Systems & Infrastructure Windows Server

PowerShell

Windows Services

Event Viewer

Certificate Management

Citrix and Virtual Desktop Infrastructure (VDI) Web & Application Technologies IIS

ASP.NET / .NET Framework

Application Configuration Management

Stack Trace Analysis

Authentication and Security Tokens Database Technologies Microsoft SQL Server

SQL Agent Jobs

ODBC

SQL Extended Events

SQL Troubleshooting and Query Development Integration Technologies HL7

Enterprise Interface Engines

Secure Messaging Solutions

Identity & Access Management Systems

EHR Integrations Networking TCP/IP

DNS

Firewalls

Network Ports

PKI and Certificate Management Tools & Platforms Azure DevOps

GitHub

ServiceNow or similar ITSM platforms

Log Analysis and Diagnostic Tools

AI-enabled troubleshooting and automation tools Preferred Skills Browser Developer Tools

Fiddler

Wireshark

Linux

Docker

Container Technologies

Microsoft Azure

Amazon Web Services (AWS) Preferred Domain Experience Experience within Healthcare IT environments is highly desirable, including knowledge of: HL7 Workflows

ADT (Admission, Discharge, Transfer)

Patient Matching

EHR Systems

EDMS/DMR Platforms

Clinical Workflows and Healthcare Integrations Key Competencies Advanced troubleshooting and root cause analysis

Environment isolation and issue reproduction

Escalation and incident management

Defect classification and release mapping

Solid customer communication skills

Technical documentation and knowledge management

Cross-functional collaboration and stakeholder management

📌 Expert Technical Support Engineer (Pune)
🏢 Altera Digital Health APAC
📍 Pune