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Senior Support Engineer
AGFA HealthCare. Diagnose and resolve complex incidents affecting enterprise healthcare IT solutions .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in diagnosing and resolving complex incidents in enterprise healthcare IT solutions, with strong skills in troubleshooting, technical analysis, and customer communication. Proficient in cloud infrastructure and containerized applications, with a focus on operational efficiency and automation.
Highest-signal resume keywords
Technical Customer Support ExperienceKubernetes TroubleshootingAWS Cloud Infrastructure KnowledgeAnalytical Skills in Log AnalysisITIL Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAnalytical SkillsLog AnalysisContainerized ApplicationsCloud InfrastructureSystem IntegrationsEnterprise Application ArchitecturesNetworkingOperating SystemsDatabase Management
Soft Skills
CommunicationCollaborationMentoringProblem-SolvingCustomer Management
Tools & Technologies
KubernetesAWSITSMITILMonitoring Tools
Industry Keywords
Healthcare ITEnterprise Software SupportTechnical EscalationsOperational ReadinessProduct Quality Improvement
Tech Stack
Tools & technologiesAWSCloudITSMKubernetes
About the role
Key responsibilities & impact- Diagnose and resolve complex incidents affecting enterprise healthcare IT solutions
- Take end-to-end ownership of technical issues and drive them toward resolution
- Analyze logs, metrics, diagnostics, and system behavior to identify root causes
- Coordinate technical activities across teams during critical customer situations
- Communicate findings, recommendations, and resolution plans to customers and internal stakeholders
- Build and maintain deep expertise in products, technologies, and solution architectures
- Provide advanced technical guidance to support teams around the world
- Collaborate with R&D and other specialists on challenging technical issues and escalations
- Identify recurring issues, technical trends, and systemic problems
- Contribute to root cause analysis and corrective actions
- Improve monitoring and observability capabilities to identify emerging issues proactively and prevent incidents
- Create technical documentation and reusable knowledge from lessons learned
- Contribute ideas to improve product quality, support processes, automation, and operational efficiency
- Share knowledge and mentor colleagues across the global support organization
- Contribute to operational readiness of new releases, upgrades, and customer deployments
- Represent customer needs and operational experience when collaborating with Product Management, R&D, Quality, and other stakeholders
- Explore automation and AI-assisted diagnostics to improve customer outcomes
Requirements
What you’ll need- 3 to 5 years of experience in technical customer support, enterprise software support, healthcare IT, or a comparable technical role
- Strong troubleshooting and analytical skills, ideally gained in business-critical or mission-critical environments
- Good understanding of enterprise application architectures, networking, operating systems, databases, and system integrations
- Hands-on Kubernetes experience, including supporting and troubleshooting containerized applications and environments
- Hands-on AWS experience, with practical knowledge of cloud infrastructure, networking, monitoring, and operations
- Experience analyzing logs, metrics, diagnostics, and other technical data to isolate complex problems
- Experience working directly with customers and managing technical escalations
- Familiarity with ITSM and ITIL-based support processes
- Fluent written and spoken English is required
- Additional languages are an advantage
- Degree in Computer Science, Information Technology, Engineering, Healthcare Informatics, or a related discipline is preferred; equivalent professional experience will also be considered
Benefits
Comp & perks- Flexibility in working hours
- Participation in on-call rotations, weekend coverage, and occasional after-hours support
- Opportunities to develop capabilities in technical troubleshooting, Kubernetes, cloud technologies, preventative monitoring solutions, customer engagement, and continuous improvement