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
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