Expert Technical Support Consultant - West Coast Remote

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

Job Description:

***EXPERT TECHNICAL SUPPORT CONSULTANT***
Remote Role / West Coast Time Zone Preferred
SQL Server Knowledge Required
Overview

• 
  
• 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.
  Responsibilities
  
  • 
    
  • 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.
    
    Qualifications
    Academic and Professional Qualifications:
    
    • 
      
    • Bachelor's Degree in an IT-related field, preferred
      
    • Microsoft SQL Server Certified, preferred
      
      Experience:
      
      • 
        
      • 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:
          Minimal
          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