Expert Technical Support Engineer

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 Strong customer communication skills Technical documentation and knowledge management Cross-functional collaboration and stakeholder management At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities. Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at HarrisTalentAcquisition@harriscomputer.com. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status. Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.