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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 3 Production Support Engineer - **Company:** McKesson - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $125,000.0 - $208,400.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), JIRA, Information Systems, Oracle Databases, Standard Sql, Extensible Markup Language (XML), Data Logging, Fast Healthcare Interoperability Resources, Health Level Seven International, 3-tier Architectures - **Published:** September 3, 2026 - **Apply:** https://mckesson.wd3.myworkdayjobs.com/en-US/External_Careers/job/USA-Remote/Tier-3-Production-Support-Engineer_JR0143250 ## About the Role Degree or equivalent and typically requires 7+ years of relevant experience. Critical Skills * 4+ years' experience working with/in the iKnowMed Generation 2 EHR application * 4-year Degree in healthcare or related field or equivalent experience * 7+ years of experience in Oncology within a clinical, administrative, or supportive role * Take ownership of complex situations and work within a team environment to resolve issues effectively. * Drive first-time quality results and lead support operations and initiatives. * Exceptional communication skills with ability to articulate technical issues to non-technical personnel (i.e. practice staff and/or patients) * Superior organizational skills, troubleshooting, attention to detail, and ability to prioritize in a fast-paced environment * Ability to exercise sound critical thinking and problem-solving skills, executing position responsibilities with autonomy, quickly understanding complex problems and developing solutions to resolve issues expediently. * Thorough knowledge of Regulatory Requirements in Healthcare, including but not limited to CMS requirements such as Medicare Claims Processing, Physician Fee Schedules, and Value Based Care * Deep understanding of end-to-end clinical and administrative workflows in the Oncology and Hematology settings, including but not limited to Physician documentation, Infusion Nursing, Pharmacy, Laboratory and Medical Billing and Coding * Experience using, implementing, or supporting clinical workflow in EHR's, Pharmacy Systems, Lab Information Systems, and other clinical systems * Understanding of Windows operating systems, networking, and basic hardware troubleshooting * Knowledge of clinical content and codes, as well as interface/integration technologies, including FHIR API, HL7, XML, DFT, and FHIR API * Knowledge of SQL and Oracle Databases * Understanding of Electronic Prescribing, Direct Exchange, HIE, HL7 and Smart on FHIR integrations Additional Skills * Excellent client-facing and internal communication skills * Excellent written and verbal communication skills * Solid organizational skills including attention to detail and multi-tasking * In-the-field Clinical experience in Nursing, Revenue Cycle, Pharmacy, Laboratory, etc., highly desired * ITIL Certification preferred ## Description The Product Support Representative acts as a technical and consulting resource for moderately complex issues related to the implementation and management of Ontada's technology products. You will provide third-level support for the Production and some lower-level environments, acting as a technical resource in all phases of design, implementation, testing and deployment of the product lifecycle, including post-production support. The Sr. Product Support Representative continuously gains an understanding of Ontada's business operations and processes, and how systems are used in support of those operations., * Deliver world-class, "white-glove", customer support experiences, providing clinical application support to customers, peers, and stakeholders. * Research, evaluate, and recommend solutions within the Production environments to improve performance and efficiency * Logging and management of defects, enhancements and other incident types in Jira * Reporting and escalation to management, compliance, security, engineering and others as needed * Take ownership of identified defects and issues in our production and non-production applications that cannot be triaged by other support teams, to replicate and determine the root cause and impact * Test, validated, and implement new technology solutions and modifications before they become operational and in production * Perform negative testing in uncommon use-cases on new/beta features to ensure Ontada releases are of the highest quality possible * Develop and maintain detailed flow charts, work process documents, and appropriate procedures that support the production architecture * Compile information and data and prepare reports related to Production application(s) * Assist and participate (along with other teams) in product development ceremonies, contributing to comprehensive implementation and post-production support project plans * Use the Ontada Incident Management and Major Incident Management processes to resolve third-level incidents as assigned * Actively maintain and improve personal and technical skills with appropriate materials via books, websites, newsletters, seminars, education and training. * Act as the "Service Owner" of the support model for Ontada Technology Solutions, driving the customer-first mindset and demonstrating your commitment to McKesson iLEAD, i2CARE, and Ontada Culture * Promote effective teamwork among cross-functional teams and provide day to day direction for core team * Ensure that requirements to internal and external customers are met in a timely and cost-effective manner; solicit feedback from customers to identify opportunities to improve products and/or services; resolve minor conflicts and involve team members in problem resolution. * Maintain an in-depth understanding of Ontada technology solutions and life sciences products with ability to quickly analyze information coming from other teams and work to urgently triage and identify potential root causes * Maintain a thorough understanding of regulatory requirements and healthcare initiatives in the Community Oncology setting and how Ontada supports these customer needs * Maintain knowledge of healthcare technology interoperability and Ontada standard integrations; providing analysis of HL7, XML and other interface messaging formats to troubleshoot and resolve interface incidents * Assist in the development of self-help tools, templates, processes, and protocols and facilitate training on upcoming releases, integrations, enhancements, and defect resolution. * On-call support is required on a rotational basis during the week and on weekends for planned Major or Minor Release Initiatives or unplanned Major Incidents. ## Related Videos - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [How building an industry DBMS differs from building a research one](https://www.wearedevelopers.com/videos/768-how-building-an-industry-dbms-differs-from-building-a-research-one) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Analytics in the Age of Agentic AI: A tour of ClickHouse and Langfuse](https://www.wearedevelopers.com/videos/100240-analytics-in-the-age-of-agentic-ai-a-tour-of-clickhouse-and-langfuse) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers)