Support Engineer - Level 2

Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 20 countries. We were #19 on Deloitte's Technology Fast 50 Ranking for 2024! 

 

Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform.

This position maintains and develops the software components that form the core of the Smile Digital Health product. This includes the storage layer, management tools, interface and integration components, and deployment infrastructure. This position works closely with all areas of the business to gather product requirements and design, implement and test components of the system. This position will include after-hours support and will also require a 24-hour on-call rotation for Tier 2 issue support.

Responsibilities:

• Analyzing and evaluating requirements and proposing high level design and technical solutions to issues that arise from internal and external customer issues.
• Analyzing solutions to ensure that they will be interoperable, performant and maintainable.
• Working with Tier1 support team to diagnose and correct issues raised in customer incidents.
• Collaborating with coredev and client solutions teams to ensure any fixes from the support team meet core and customer technical/architectural requirements.
• Support the mentoring of Tier 1 Service Desk staff and other developers on technical guidelines, functionality, debugging, performance and operational procedures and troubleshooting techniques and serve as their technical mentor.
• Participate in major incident response teams.
• Ensure relevant documentation and frameworks are maintained and up-to-date.
• Research technologies that will be used in new and existing modules of the solution.
• Ability to analyze and solve problems, identify issues and apply or implement solutions.
• Break down work for other team members and be the go-to person for project issues/status.
• Analyze solutions to ensure that they are interoperable, performant and maintainable.
• Comply with the privacy, security and confidentiality policies.

Requirements

Smile discloses that artificial intelligence (AI) may be used in portions of the recruitment and selection process, such as resume screening or application assessment. All hiring decisions are ultimately made by qualified human decision-makers, and AI tools are used to support — not replace — fair and equitable hiring practices. 
This position is a new role, created to support Smile’s continued growth and commitment to operational excellence.