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Application and Technical Support Engineer

Fremont, CA | Professional Services

Job Description

Company Information

Velos Inc. is a leading provider of next-generation health care software. Velos provides an integrated suite of clinical, administrative, and financial products. Velos eResearch, the company's flagship product line, is a comprehensive clinical research management information system. Velos' specialty medical product line supports the information needs of health care providers in cardiology, cardiovascular surgery, dialysis, and transplantation.

Job Profile
This position requires a quick learner, who has the ability to interact with technical users, and enjoys combining interpersonal and analytical skills with technical knowledge to meet customer challenges. The individual will drive the users and internal teams to effectively resolve customer-reported technical issues and prevent future recurrences. A person who is a highly motivated candidate with a very positive attitude and who is able to build strong relationships with customers will excel in the position.

Responsibilities include:

  • Perform Level 2 application support for customer-reported issues adhering to the established SLAs and Application and Technical Support methodology
  • Use advanced technical expertise to support the core application and implementation, offering solutions to functional or technical issues that arise from implementation and use of applications
  • Provide guidance on high-level technical matters to customer technical teams
  • Work closely with Development, Professional Services, and QA teams to meet customer commitments, increase customer satisfaction and resolve customer issues
  • Work cooperatively across internal boundaries to ensure that appropriate resources are applied to the issues and needs that arise
  • Establish priorities within the known case load and volume
  • Communicate with customers regarding technical issues and resolutions
  • Document all technical inquiries and solutions
  • Produce, review and maintain technical content for Velos knowledgebase
  • Serve as liaison to internal and external customers, research groups and various business support areas
  • Provide regular reports and updates on technical issues to team leadership

Required Skills & Abilities:

  • Expertise and experience with enterprise software applications
  • Excellent database and network knowledge
  • Excellent communication, analytical and interpersonal skills
  • Ability to diagnose, analyze, and solve complex problems
  • Technical understanding of software behaviors and structure
  • Ability to work independently and under tight deadlines
  • Strong organizational and self-management skills
  • Intermediate knowledge of Microsoft Office Suite
  • Knowledge of data profiling tools
  • Team player

Education & Experience Required:

  • Bachelor degree in Computer Science, Mathematics or related discipline, or equivalent work experience and technical training, is required
  • 3+ years technical work experience in a software development or technical support team environment.
  • Java programming experience including application design, software development, maintenance and delivery
  • Excellent knowledge of Web design and development tools and languages, e.g. Core JAVA, JSP, JDBC, JavaScript, HTML
  • Knowledge of XML/XSLT/FOP
  • Database administration experience
  • Understanding of system architecture and data schemas
  • SQL, PL/SQL capabilities and programming techniques in an Oracle RDBMS 11g environment
  • Operating knowledge of Windows and LINUX based systems
  • Clinical software experience a plus

*Please include your resume and cover letter with the application.

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