Senior Technical Support Engineer - Overnight Shift (PST)

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Stack

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Descrizione

Accountabilities - Serve as the senior technical escalation resource for complex issues involving reporting platforms, HL7 integrations, speech recognition systems, and customer Windows and PACS environments, investigating problems through to root cause. - Lead responses to high-priority customer incidents (P1/P2), coordinate with Engineering on-call teams, manage customer-facing incident bridges, and deliver timely root-cause analyses and post-incident reviews. - Oversee technical support for enterprise go-lives, including readiness assessments, implementation coordination, hypercare support, and transitions into ongoing operations. - Improve ticket quality and service-level agreement (SLA) performance by establishing triage standards, escalation criteria, and effective workflows across Zendesk and Linear. - Identify recurring support issues and collaborate with Product and Engineering teams to address underlying causes and reduce ticket volume. - Develop and maintain technical runbooks, troubleshooting documentation, and Help Center resources covering products and integrations. - Mentor and coach support engineers through shadowing, ticket reviews, and knowledge-sharing initiatives to improve overall team capabilities. - Collaborate with automation and AI teams to design, test, and implement intelligent triage, ticket classification, and self-service tools that reduce manual workload. - Represent Technical Support in engineering triage, incident reviews, and release plannin

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