Support Engineer

Purpose

As a Support Specialist, you will provide professional healthcare software support, resulting in high client satisfaction. This includes assessing, documenting, and resolving fundamental client technical issues within an inbound contact center. This role informs internal and external stakeholders of the process, status, and resolution of the technical problems with frequent written and verbal communication.

Clinisys AI Philosophy

Building an AI-first organization is central to Clinisys’s purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI-enabled, cloud-based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function—to work confidently with AI-enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve. We must drive an AI-first sense of purpose and urgency.

Essential Functions

• Receives and responds to incoming client requests via telephone and web portal.
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues.
• Researches, manages, and documents issues and document resolutions while effectively communicating status and partnering with the client.
• Works independently to resolve basic issues while collaborating with senior resources to develop more complex skill sets
• Manages and documents resolution process and effectively communicates updates to the client.
• Manages personal backlog utilizing established case management best practices.
• Maintains high Client Satisfaction Scores.
• Stays current with product and industry updates and changes.
• Leverages approved AI-assisted resources to support troubleshooting, knowledge discovery, documentation, and customer communications while ensuring accuracy and appropriate professional judgment.
• Triage and escalate complex or risk issues to appropriate senior staff
• Continually learns and expands knowledge of Clinisys applications, environments, and systems.
• References knowledgebase articles.
• On-call/holiday rotation(s) required.
• All other duties and responsibilities as assigned.

Skills

• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Ability to deal with complex and challenging client issues
• Demonstrated ability to resolve complex customer issues

Required Experience & Education

• Associate’s degree in technology, lab sciences or healthcare related field; or two years equivalent experience
• 2-4 years’ experience with a technical aptitude in one of these areas:
• Healthcare technology
• Healthcare
• Laboratory sciences
• Technology
• Client support

Preferred Experience & Education

• College coursework or certification in a related field
• Prior experience providing support to customers in highly technical environments
• Technical certifications and/or training: Examples:
• SQL
• Reading, interpreting, and troubleshooting HL7 messages
• Networking
• Database Administration
• Java
• Microsoft Technologies
• Productivity tools such as word processing and spreadsheet applications
• Experience supporting enterprise operating systems
• Proficient typing skills

Supervisory Responsibilities

• None

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.