Application Support Engineer - Level 3

Job Title: Application Support Engineer – Level 1      Location: Orlando, FL

Job Type: Full-time                                                     Reports to: Application Support Mgr

Within Andor, the Tier 3 Application Support Engineer serves as the definitive technical authority and the vital bridge between the customer-facing teams and the Engineering department. Their primary purpose is to resolve the most complex, "non-routine" issues that require deep-dive code analysis, database querying, or architectural troubleshooting beyond the scope of standard support playbooks.

Beyond technical resolution, they act as strategic guardians of product stability; they identify systemic patterns in failures to advocate for long-term code fixes and mentor lower tiers to improve the department's overall technical velocity.

1. Technical Certifications

·      Foundational (Required): CompTIA A+, Microsoft Azure Fundamentals (AZ-900), ITIL 4 Foundation, or equivalent knowledge and experience

·      Senior (Preferred): Microsoft Azure Administrator (AZ-104), CompTIA Network+ or Cisco CCNA, CompTIA Security+, Apple Certified Support Professional (ACSP)

·      Specialized (Preferred): HL7 FHIR Proficiency, Microsoft Power BI Data Analyst (PL-300), Azure Data Fundamentals

2. Core Technical Competencies

• Multi-Platform OS Diagnostics: Expert-level support for Windows (10/11), macOS, iOS, and Android. This includes resolving profile corruption, driver conflicts, and registry/plist issues.
• Advanced Troubleshooting: Proficiency in network diagnostics (DNS, latency, packet tracing) using tools like Ping Plotter, Ninja RMM, or VPN client stability monitors.
• Support & Collaboration Ecosystem: Mastery of the ticket lifecycle and inter-departmental workflows within Zendesk, Slack, and Azure DevOps.
• Data & Interoperability Literacy: Working knowledge of SQL concepts and API/APK structures. Ability to navigate healthcare data standards, specifically HL7 (ADT, SIU) and FHIR.
• Standardized Communication: High-level verbal and written skills for documenting complex resolutions in the internal Knowledge Base and providing clear updates to customers.

3. Senior Tier (Level 3) Requirements

A. Architectural & Industry Domain Expertise

• Interoperability Leadership: Serve as the subject matter expert for healthcare data exchange (HL7/FHIR), ensuring seamless integration between the platform and clinical systems.
• Cross-Functional Audit: Partner with Implementation teams to audit client customizations and QA teams to validate enhancements before production release.
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B. Advanced Root Cause Analysis (RCA)

• Final Escalation Point: Act as the definitive authority for issues Tiers 1 and 2 cannot resolve. Perform deep log analysis via Windows Event Viewer or macOS Console.
• Liaison to Engineering: Translate front-end issues into actionable technical requirements for developers, distinguishing between environmental gaps and code-based bugs.

C. Data Analytics & Proactive Monitoring

• Trend Identification: Use Power BI and Azure Monitor to identify system instability or emerging failure trends before they impact the end-user.
• Operational Optimization: Refine data queries and reporting structures to better measure customer satisfaction and system uptime.

D. Leadership & Knowledge Engineering

• Mentorship: Identify knowledge gaps within Tier 1 and 2 teams. Design and lead "Deep-Dive" training sessions to increase the department's technical velocity.
• Process Advocacy: Act as the "Voice of the Customer," advocating for product feature improvements based on recurring technical friction points.

E. Autonomous Ownership & Crisis Management

• Incident "Swarming": Independently identify and manage critical system outages, coordinating stakeholder communication and internal escalations through to resolution.
• Operational Oversight: Assist leadership with team scheduling and supervision of Level 1 agents, ensuring queue velocity is maintained without direct oversight.

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