Software Support Engineer

About HealthLink Dimensions

HealthLink Dimensions is a leading-edge Atlanta-based technology company working with the nation’s largest pharmaceutical companies, hospitals, health plans, and marketing agencies. Our mission is to provide the most comprehensive database of healthcare professionals in the nation, supporting better healthcare outcomes and innovative business solutions.

Position: Software Support Engineer

We are seeking a skilled Software Support Engineer to join our team as the first point of contact for production support issues. In this role, you will be responsible for troubleshooting customer issues and providing timely and effective resolutions to ensure an exceptional customer experience.

Essential Duties and Responsibilities

• Serve as the first point of contact for inbound customer communications.
• Demonstrate excellent problem-solving skills, with the ability to identify issues, resolve them quickly and effectively, and determine when to escalate to internal resources.
• Troubleshoot production issues, provide resolutions, and help fix defects.
• Meet established response expectations and ensure a high-quality customer experience.
• Utilize database expertise and proficiency in understanding and writing SQL queries.
• Work with tools such as Jira, Confluence, and Jira Service Management.
• Communicate effectively in both written and verbal formats with internal and external professionals, including those with non-technical backgrounds.
• Contribute to internal and external documentation, including knowledge articles, process documentation, runbooks, and FAQs.
• Collaborate with other software engineers onsite and offshore.
• Preferred experience in cloud environments such as Amazon Web Services (AWS) or Microsoft Azure.

Skills and Experience

• 2+ years of experience and demonstrated knowledge of SQL, log analysis, HTML, and CSS.
• 2+ years in remote or telephone-based customer-facing service and support roles.
• Strong knowledge of SQL and experience with relational database management systems (RDBMS) such as MSSQL, Oracle, or MySQL.
• Self-starter with the ability to work independently.
• Experience in creating and managing customer communications and support tickets.
• Ability to communicate clearly and effectively, both orally and in writing, with all levels of professionals.
• Bonus : Experience with email marketing or building and managing email campaigns (e.g., template creation, list segmentation, deliverability basics).

Qualifications / Requirements

• Live in the Atlanta, GA area
• Bachelor’s degree in computer science or equivalent.

Benefits

• Hybrid Position: Work onsite Tuesdays and Thursdays, with remote flexibility the rest of the week.
• Growth Opportunities: We encourage career progression and promote from within whenever possible.
• Comprehensive Benefits: Medical, dental, vision, and life insurance.
• Health Savings Accounts (HSA): Employer contributions provided.
• 401(k): 4% company match to help you plan for your future.
• Employee Referral Program: Be rewarded for helping us grow our team.
• Paid Time Off: Generous PTO policy, including paid time for philanthropic work.

Why Join HealthLink Dimensions?

• Work with cutting-edge technologies in a dynamic and collaborative environment.
• Be part of a team that makes a difference in healthcare data solutions.
• Opportunities for professional growth and development.

If you are passionate about solving problems, supporting customers, and working with innovative technology, we encourage you to apply for the Software Support Engineer position at HealthLink Dimensions.