Overview: CommonSpirit Health's Digital and Human Experiences team is looking for an innovative, experienced Technical Support Engineer who has proven outcomes in supporting consumer-focused web and native mobile products and services to provide an intensely positive and personalized integrated experience for our consumers and patients while streamlining operational, clinical and administrative workflows. This position is responsible for supporting and enhancing solutions for some of CommonSpirit Health's most strategic initiatives. Working 100% remotely from home, the Technical Support Engineer role is to provide technology and customer support for the suite of products within CommonSpirit Health's digital portfolio. We are looking for ambitious team players to join our cutting-edge customer engineering team! This position is for individuals who are highly motivated, self-directed and have a desire to work on the leading public cloud-based platforms. You must possess excellent analytical, software engineering, and communication skills and our suite of products by becoming a cloud application and platform support expert. This role will give you an opportunity to build expertise in numerous cutting-edge technologies on both the server and client sides to fast-track your career toward customer-facing technical roles. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. A successful candidate is courageous, honest and transparent, negotiator, communicator, teacher, mentor, facilitator and encompasses integrity, critical thinking, an agile mindset and importantly is a lifelong learner. If you are smart and can demonstrate it, comfortable with rolling up your sleeves and getting your hands dirty, naturally curious and focused on solutions, confident in expressing your point of view from a position of knowledge and experience while being receptive to feedback, open to revising plans when appropriate and importantly, "result driven" - you are the right person to apply. CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S., from clinics and hospitals to home-based care and virtual care services, CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources, CommonSpirit is committed to building healthy communities, advocating for those who are poor and vulnerable, and innovating how and where healing can happen, both inside our hospitals and out in the community. Responsibilities *Expectations: Successfully meet goals and objectives as a remote / virtual employee working from home Research and identify solutions to web-based or mobile application software and hardware issues Ask customers targeted questions to quickly understand the root of the problem Track system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they've solved their technical issue Collaborate with other engineering team members to identify root cause and resolution Properly escalate unresolved issues to appropriate internal and external teams Provide prompt and accurate feedback to customers Ensure all issues are properly logged and documented including Root Cause Analysis Prioritize and manage several open issues at one time Follow up with clients to ensure their systems are fully functional after troubleshooting Prepare accurate and timely reports Diagnose and resolve complex problem management and provide guidance to other team members Maintain the knowledge management database for problem reporting and resolution. Respond to customer requests of high complexity that typically require change or release management functions to be executed Interact with the customers in a courteous and professional manner Day to day interactions with user community and work collaboratively with multiple clinical and IT Stakeholders as it relates to Problem Management, and Project delivery on small to medium size projects Understanding and adhere to policies and procedures and develop new or modify existing policies and procedures Comfortable interacting with all levels of customer and Digital and Innovation team management Ability to multi-task and perform effectively under pressure Qualifications Required Education and Experience Bachelor's degree in computer science or equivalent experience Four plus (4+) years in web, mobile, or API software development using programming languages like C#, Java, JavaScript, PHP, etc. Two plus (2+) years experience using Agile methodologies (scrum/Kanban/XP) for software development and delivery using DevOps tools like Jira, Jenkins, GitLabs or Visual Studio Team Services. Two (2) years experience using enterprise ticket tracking systems such as ServiceNow and Zendesk. Three plus (3+) years of prior experience in Technical Support/Services related role related skills: technical specifications, code inspections, system testing, configuring applications, quality assurance (qa) testing, computer applications, work from home, telecommute, virtual, remote, full time, offsite, git, github, sandbox, lead, leader, immediate hiring, ready to hire #supportengineer #digital #missioncritical ~LI-DH Equal OpportunityCommonSpirit Health is an Equal Opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law.External hires must pass a post offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances. If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA). CommonSpirit Health participates in E-verify.

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Technical Support Engineer