Application Support Engineer I

Application Support Engineer I

Application Support
Posted 8 months ago

We’re HIRING!!!

Company: Rhapsody (
LinkedIn Page:
Location: Mandaluyong City beside Starmall
Position: Application Support Engineer I
Job Description:

The Application Engineer is responsible for the daily monitoring, management, troubleshooting and issue resolution for the Rhapsody Integration Engine. This role assists in fulfilling Rhapsody’s purpose – to revolutionize global healthcare by optimizing the algorithms of life.


Customer Support, Problem Analysis and Issue Resolution
Participate in the support of Rhapsody customer hosted or within Rhapsody’s AWS cloud environment as assigned, including but not limited to:
* Daily monitoring and alert responses
* Follow HIPAA security standards set by Rhapsody when interacting with patient data
* Actively monitor multiple support channels and engage the client in a timely & professional manner
* Analyze and resolve problems according to priorities and time frames laid out in the Service Level Agreements
* Apply training and logic to assist clients in remote and possibly onsite troubleshooting and problem resolution
* Exercise judgement in prioritizing problems and escalating issues where necessary
* Utilize Issue Tracking system to gather information, log problems, analyze results, track issues and resolutions
* Log Analysis and Error resolution
* Tuning of Platform Monitoring
* Root Cause Analysis

Internal Support 
* Rostered after hour support – hours may vary depending on time of year and location of assigned customers
* Work with Professional Services, Solution Adoption, Managed Services Infrastructure, Support and other teams to provide clients with a world class stable solution platform

Internal Training 
* Participate in personal training to ensure technical knowledge is kept current
* Contribute to training sessions, webinars, and classes for Rhapsody colleagues
* Assist in cross training and/or knowledge transfer to colleagues and new hires as necessary

Primary Contact 
* Serve as a primary contact that the client can call to obtain a status update or escalate an issue
* Schedule support meetings with allocated clients
* Identify and Create Release Requests for allocated clients where needed

Behavioral and Technical Capabilities 
* Willingness and ability to quickly learn the Rhapsody product, and to be able to logically resolve reported problems
* Familiarity with day to day use of monitoring/alerting systems
* Strong Problem solving and troubleshooting skills including ability to perform root cause analyses for preventative analysis
* Proficient with participating and/or executing the multiple stages of testing (i.e. Unit, System, Integration, Performance, Regression)
* Preparation and maintenance of technical documentation and runbooks for cloud environments
* Strong verbal and written communication skills, including writing ability to update tickets with status and communicate daily /weekly statuses
* Good organizational skills and the ability to manage a diversified workload
* Ability to work effectively with all levels of operations and client services
* Targets communications appropriately for the audience
* Keen knowledge of IT application components, their collaboration abilities, their performance, and the ability to quickly master new application components as required

* Bachelor’s Degree in a technical discipline or equivalent experience
* Minimum 3-5 years relevant experience in a support or a systems administration role
* Knowledge of HTML, Internet Protocols, LINUX/UNIX, Windows (all versions), SQL, HL7, XML, RDBMS and JDBC is a plus
* Knowledge of JavaScript or other programming languages
* Accurately recording time spent on a given task (important for communicating accurate billing information to clients)
* Healthcare Industry experience, nice to have
* Understanding the importance of compliance in relation to healthcare and Protected Health Information handling
* Some experience implementing and supporting highly available, redundant Application environments is beneficial
* Experience with Virtual environments

Email your resume to: [email protected]

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