Service Engineer

• Deliver best-in-class customer service as the first point of contact via phone, chat, email, and web cases
• Diagnose, document, and resolve technical issues related to Microsoft products and supporting infrastructure
• Guide customers through application installation and configuration
• Collaborate with technical teams, field services, and customer IT staff to resolve complex issues
• Act as an escalation point for Tier-1 support and manage critical incidents effectively
• Contribute to internal knowledge base and technical documentation
• Support team queues and participate in knowledge-sharing initiatives
• Maintain flexibility for 24×7 rotational shift coverage and support, with on-call assignments and staffing availability as required
• Contribute to identifying and recommending optimal configurations of technology components
• Develop foundational understanding of service/system design, technology layers, and dependencies at scale
• Adjust configurations and define infrastructures to improve availability, reliability, efficiency, observability, and performance of supported products/services with guidance
• Participate in collaborative reviews with engineering teams and share learnings across stakeholders
• Design components for robust and scalable measurement of health, quality, and functionality
• Share information across disciplines within the feature team and manage dependencies
• Utilize and contribute to knowledge bases (customer, product, industry, troubleshooting guides)
• Actively seek to develop understanding of best practices through design reviews, incident drills, and interactions with senior engineers
• Develops an understanding of prescriptive guidance for security, privacy, and compliance standards in alignment with direction from the business and technical experts
• Works with security, privacy, and compliance teams to identify and address issues relevant to their services and resolve them within the service level agreement (SLA) with guidance
• Assists in the implementation of reliable, scalable, and high-performance solutions across teams
• Contribute to design documents, implementation, rollback plans, and quality checklists
• Contributes to quantifying and ensuring the health and compliance of components of a service according to Engineering and industry standards with guidance from other engineers
• Monitor telemetry data and perform basic analyses to identify system issues
• Develops scripting and/or automation used in monitoring based on observations
• Coordinate workstreams and resources during crises to mitigate impact and restore services
• Contribute to root cause analyses and post-incident reviews to enhance service stability
• Participate in on-call rotations, troubleshoot incidents, and escalate complex issues as needed
• Document incidents, resolutions, and lessons learned through postmortems and review meetings

• A bachelor’s degree in computer science, Engineering, combined with a minimum of 3+ years of relevant experience supporting software products on a global scale
• Experience supporting healthcare software products is preferred
• Deep understanding of US, Canada and Latin America markets, customers is a must
• Healthcare experience

Healthcare experience