Application Support Engineer - Level 3

At Andor, the Tier 3 Application Support Engineer is the primary technical authority and key link between customer-facing teams and Engineering. This role resolves the most complex, non-routine issues that require deep code analysis, database querying, or architectural troubleshooting beyond standard support playbooks. Because Andor operates in healthcare, the position also has direct responsibility for interoperability, data integrity, and compliance in systems that handle patient data; it is not a general Tier 3 support role., * Serve as subject matter expert for healthcare data exchange (HL7/FHIR), ensuring seamless integration between the platform and clinical systems.

• Partner with Implementation teams to audit client customizations and QA teams to validate enhancements before production release.

B. Advanced Root Cause Analysis (RCA)

• Act as the definitive authority for issues Tiers 1 and 2 cannot resolve; review application and system logs, debug the underlying code, and identify and implement the fix.

• Translate front-end issues into actionable technical requirements for developers, distinguishing between environmental gaps and code-based bugs.

C. Data Analytics & Proactive Monitoring

• Use Power BI and Azure Monitor to identify system instability or emerging failure trends before they impact end users.

• Refine data queries and reporting structures to better measure customer satisfaction and system uptime.

D. Leadership & Knowledge Engineering

• Identify knowledge gaps within Tier 1 and 2 teams; design and lead “Deep-Dive” training sessions to increase departmental technical velocity.

• Act as the “Voice of the Customer,” advocating for product feature improvements based on recurring technical friction points.

E. Autonomous Ownership & Crisis Management

• Independently identify and manage critical system outages, coordinating stakeholder communication and internal escalations through to resolution.

• Assist leadership with team scheduling and supervision of Level 1 agents, ensuring queue velocity is maintained without direct oversight.

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change, or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

Healthcare experience

Minimum 2 years supporting, implementing, or integrating software used in a healthcare / clinical / HIPAA-regulated environment (e.g., EHR, practice management, clinical interoperability, health-plan or claims systems). General enterprise support experience without a healthcare employer or healthcare-specific product does not satisfy this.

Coding / programming experience

Minimum 2 years writing and maintaining code in .NET, Python, or JavaScript, along with working proficiency in SQL and REST APIs - e.g., scripting fixes, building internal tools, automation, or API integration work. Query-writing alone does not satisfy this; there should be evidence of general-purpose programming in one of the listed languages.

Overall experience

Minimum 3 years in application/production support, software support engineering, or a closely related role.

Compliance exposure

Direct working experience in a HIPAA-regulated environment; SOX or other regulated-industry experience is a plus but does not substitute for HIPAA exposure.

Education

Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent professional experience (4+ years) in lieu of degree.

Preferred Qualifications

• HL7 (ADT, SIU) and FHIR (R4 resources and Bundles) hands-on integration experience.

• Experience with Azure Monitor, Azure DevOps, Zendesk, or Slack in a support workflow.

Preferred Certifications

• HL7/FHIR Proficiency, Microsoft Power BI Data Analyst (PL-300), Azure Data Fundamentals

Core Technical Competencies

• Multi-Platform OS Diagnostics: Expert-level support for Windows (10/11), macOS, iOS, and Android, including profile corruption, driver conflicts, and registry/plist issues.

• Programming & Scripting (Required): Working proficiency (2+ years) in .NET, Python, or JavaScript, plus SQL and REST API development/integration, for building automation, internal tooling, or integration fixes.

• Advanced Troubleshooting: Network diagnostics (DNS, latency, packet tracing) using tools like Ping Plotter, Ninja RMM, or VPN 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.

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance

At Andor Health, our greatest strength comes from bringing together talented people with diverse perspectives to support the technological needs of physicians, hospitals, and post-acute organizations across the globe. Andor Health offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.