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Expert Technical Support Consultant - West Coast Remote

Company: Alterahealth
Location: San Diego
Posted on: March 20, 2023

Job Description:

Remote Role / West Coast Time Zone Preferred
SQL Server Knowledge Required

  • You'll provide exceptional client support for Altera's Solutions, by remotely accessing client systems and effectively researching, communicating, and documenting progress towards timely resolution.
  • This role focuses on technical troubleshooting including database administration and configuration, application exceptions and failures, and performance optimization.
  • Great candidates can assess the nature of system or service interruptions and thrive on resolving highly complex technical support problems through independent judgment and advanced problem-solving skills.
  • This consultant will eventually possess expert knowledge of our solutions and will serve as a leader, subject matter expert, and mentor to others.
  • Most importantly, you possess a curiosity and open mindset for understanding the root cause and identifying permanent solutions to remedy problems at-hand.
  • You'll participate in the continuous improvement of team processes, and product quality and architecture of our products.

    Remote role - strong preference for west coast candidates, due to client support needs there.

    • Interact with client hospital IT staff via phone, email, online or on-site meetings to help troubleshoot and resolve highly complex product problems or issues, with a focus on backend infrastructure and the database.
    • Connect to client environments to diagnose and resolve complex customer questions or problems in the areas of system performance and stability, recovery, as well as product installation and system functionality.
    • Communicate progress and resolution to the client and documents all work in a case record.
    • Assist field technicians who are troubleshooting problems or repairing system-related issues.
    • Conduct performance monitoring, utilizing database management tools to evaluate and resolve performance problems.
    • Stay abreast of current technology in products, design changes, and new products offered.
    • Document problems and solutions as articles for our Knowledge Base and reviews and approves knowledge articles written by others'
    • Prepare necessary documentation around technical procedures as well as operational procedures.
    • Report defects and design issues to our development teams.
    • Work on most complex database-related issues directly with client DBAs, development, and external consultants.
    • Mentor and coaches junior team members.
    • Perform root cause analysis of recurring issues.
    • Act as a single point of contact for client-specific escalations, providing necessary leadership in the absence of a manager.
    • Perform proactive reviews of client environments to improve system reliability and prevent future support engagements.
    • Assume management-level responsibilities as needed, including but not limited to client escalations and meetings. Manages special projects as needed.
    • Provide thought leadership in developing new ideas and processes to improve client satisfaction and outcomes across the client base.

      Academic and Professional Qualifications:

      • Bachelor's Degree in an IT-related field, preferred
      • Microsoft SQL Server Certified, preferred


        • 10+ years relevant work experience
        • 2-3 years total experience should be at the Expert level / Tier 3 support
        • Advanced or expert SQL Server knowledge working in a mid to large-size organization
        • Working knowledge of technologies including Windows Operating System, Windows Clustering, AlwaysOn, and Active Directory
        • Proficient in the following areas:

          • technologies used to host and deploy enterprise software, such as Azure, virtualization, cloud, and Citrix
          • T-SQL, PowerShell, or equivalent scripting knowledge, preferred
          • troubleshooting tools like BlackBox, Fiddler, WireShark, or equivalent system/application/performance monitoring tools, preferred

          • Verbal and written command of the English language
          • Leadership and business acumen
          • Able to stay organized, manage and prioritize over 10 simultaneous ongoing support investigations
          • Proven ability to mentor, coach, and develop internal education programs
          • Able to lead or provide leadership in project settings, adhering to deadlines and other commitments

            Travel Requirements:
            Working Arrangements:
            Remote role - strong preference for west coast time zone candidate location, due to client support needs there.

Keywords: Alterahealth, San Diego , Expert Technical Support Consultant - West Coast Remote, Professions , San Diego, California

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