Our TigerConnect Client Care team is seeking a service-oriented Technical Support Engineer to join us in revolutionizing Healthcare by enabling companies to operate more efficiently and effectively. We are looking for a Technical Support Engineer with excellent communication, organization, and technical skills to join our growing team onsite in Jacksonville, FL. If you love helping others understand technical concepts and solutions, and have a knack for instilling confidence and calmness in others, you will be a perfect fit for this position.

Our Technical Support team provides support for enterprise companies in a variety of ways, including education, investigation, and technical troubleshooting. Work closely with our Professional Services team to onboard clients and Client Success Managers to provide a successful user experience with TigerConnect. You'll be an advocate for customers' needs – working together with our Product and Engineering teams on their behalf.

What You’ll Be Doing:

• Accept, handle, and resolve complex incoming support requests through various channels including emails, phone calls, chat, and direct email correspondence in a prompt and professional manner
• Provide technical and system support to team members and clients by diagnosing issues and answering questions on the function and usage of all TigerConnect products
• Serve as a Subject Matter Expert (SME) for desktop computing environments, Windows Servers, Active Directory, Virtualized Desktop Infrastructure (VDI) environments, and Single Sign-On (SSO) 
• Provide Tier 2 support for various customer integrations including but not limited to: Rest API, SMTP, SSO, webhooks, and Seamless Login for desktop and mobile applications. This includes an assessment of the appropriate configuration of their local and/or cloud infrastructure
• Document defects in our Jira ticketing system with accompanying screenshots, and videos with sufficient detail and context to reproduce the defect
• Lead the escalation of critical bugs and tasks to R&D while keeping the internal stakeholders and clients up to date
• Must have experience setting up and managing authentication protocols in sandbox environments for Active Directory domains, LDAP, SAML Identity Providers such as ADFS and Azure, and VDI infrastructure such as Citrix
• Assist with Tier 1 general support inquiries from Premium Support clients to ensure adherence with our Service Level Agreement (SLAs)
• Participate in the on-call rotation approximately one-week every 4 weeks
• Serve as a dedicated Technical Account resource for designated Enterprise clients while ensuring high customer satisfaction by creating weekly reports of support tickets, trends, and analysis
• Configure and troubleshoot software installation and connectivity issues on iOS and Android mobile devices and desktop operating systems. Including the use of APIs and command line interfaces (CLI) for configuration and troubleshooting purposes
• Develop and maintain technical documentation in Confluence for internal users and work with our Training Manager for customer-facing documentation
• Performs miscellaneous technical special projects as assigned by department management

What You Bring:

• B.S. in Computer Science or equivalent work experience
• Minimum 3 years of support experience at Tier 2 or higher
• Solid understanding of IT concepts such as Networking, WiFi access points, Active Directory, SSO, SSL/TLS, SMTP, SQL
• Healthcare IT experience is preferred
• Working knowledge of service desk ticketing software and various support tools (Salesforce Service Cloud, Jira, Confluence, and Kibana)
• Solutions oriented with the ability to manage expectations well, staying focused under pressure
• Ability to comprehend and concisely document complex issues, working to reproduce and identify when an incident is a bug versus working as designed
• Ability to multi-task and manage competing priorities and escalations, ensuring all objectives are accomplished
• Demonstrated problem-solving skills and successful customer support track record in a fast-paced, high-pressure tech industry
• While this is a remote working position, it may require some travel and occasional customer on-site working to assist in troubleshooting technical issues
• Self-motivated, requires minimum supervision, with a proven track record of reliability and a strong work ethic
• Excellent written, verbal, and interpersonal communication skills and ability to negotiate with customers in a courteous professional manner
• Technology curious, analytical in nature; adept at troubleshooting and problem-solving