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Technical Support Systems Engineer

PatientKeeper - Waltham, Massachusetts

Job Code: 26665-13250



PatientKeeper – a leading provider of healthcare applications for physicians – is now part of HCA, the largest provider of healthcare services in the U.S.   With growth come new opportunities, so we are seeking a Technical Support Engineer to join our Services Team.  As a Technical Support Engineer, you will work with leading edge technologies troubleshooting and resolving technical and usage issues on handheld, web interface, and server products.   You will play a critical role in ensuring the quality and reliability of PatientKeeper's applications.  PatientKeeper helps healthcare providers spend more time solving patients’ problems and less time solving IT problems.  A combination of exceptional technical aptitude, analytical skills, customer service orientation and communications skills are crucial for success in this position. 


  • Technical support of PatientKeeper applications via phone, email, and web in a team setting
  • Navigate, troubleshoot, and resolve application, system, and network connectivity issues on handheld devices and personal computers remotely
  • Document and maintain support cases in company CRM (SalesForce)
  • Provide explanations of application functionality and usage to clients
  • Document solutions to problems and contribute to knowledge base
  • Interface with Product Management and Product Development to improve product design and quality
  • Collaborate with Product Development, QA, and Development teams on product issues and bug resolution
  • At times, installation and configuration support for Technical Services deployment team
  • Must carry mobile phone for off-hours accessibility on a rotating schedule

Training, Experience, and Education:

  • Bachelor's degree required
  • 0-2 years professional experience

 Technical and Support Skills: 

  • Able to manage multiple tasks with competing priorities
  • Comfortable balancing project work with interrupt-driven responsibilities
  • Strong interpersonal skills with a customer service orientation (i.e., patience and poise under the pressure of solving a real time client service issue)
  • Strong analytical thinker with excellent problem-solving ability; eager learner
  • Excellent oral and written communication skills; ability to interpret technical situations and effectively communicate to lay audience
  • Strong hardware and software troubleshooting skills
  • Familiarity with Java or other object-oriented programming languages
  • Working knowledge of Windows operating systems

 Preferred Skills:

  • Familiarity with web development technologies (Apache Tomcat/JSP/PHP/HTML/XML/JavaScript
  • Working knowledge of relational databases and SQL
  • Basic knowledge of HL7
  • Prior experience in Healthcare industry
  • Understanding of clinical workflows

For more information about us visit our career page/video at

Job Location

Waltham, Massachusetts, United States

Position Type



Last Edited: 08/24/2018


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Hospital Corporation of America

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