United States onlyJoin one of the nation’s leading and most impactful health care performance improvement companies.Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets.Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:
Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation
Analytics: deliver analytic applications & services that generate insight on how to measurably improve
Expertise: provide clinical, financial & operational experts who enable & accelerate improvement
Engagement: attract, develop and retain world-class team members by being a best place to work
Summary
Be part of a World-Class Team providing first-level technical and application support for healthcare interoperability solutions. As an L1 Support Engineer, you will serve as the primary point of contact for customers across our hosted medical record processing applications. This role focuses on troubleshooting, monitoring, documentation, and delivering exceptional customer service in a fast-paced 24/7 support environment.
What You Will Own
First-Line Customer Contact: Serve as the initial point of contact for customers via phone, email, and self-service ticketing portal, delivering responsive and professional support throughout every interaction.
Triage & Troubleshooting: Perform first-level triage and troubleshooting for application, server, and connectivity issues. Gather, analyze, and document customer issues to determine appropriate resolution paths.
Application Guidance: Assist customers with application navigation, configuration questions, and basic usage guidance, and verify proper hardware, software, and network setup for supported applications.
Access Management: Manage and resolve common access issues such as usernames, passwords, and permissions in accordance with security and compliance requirements.
Environment Monitoring: Monitor client environments in real time within a 24/7 hosted environment, identifying and acting on alerts before they impact customers.
Escalation Management: Escalate complex or unresolved issues to Level 2/3 support teams, engineers, or database teams as needed, ensuring clean handoffs and continuity of customer communication. This includes facilitating conversations across multiple teams, clients, and vendors.
On-Call 24x7 Coverage: Participate in an on-call rotation for after-hour escalations. This is typically once a month from Monday to Wednesday, but may include other weekdays and weekend coverage.
Documentation: Maintain accurate and timely ticket documentation, including reproduction steps, customer impact, and resolution details.
Customer Follow-Through: Follow up with customers to confirm issue resolution and ensure satisfaction, closing the loop on every ticket.
What You Bring
Strong customer service and communication skills, both written and verbal.
Ability to ask probing, relevant questions to quickly understand and diagnose issues.
Basic knowledge of network troubleshooting, including IP addresses, connectivity errors, and command-line tools.
Ability to troubleshoot within defined support scope and redirect appropriately when needed.
Familiarity with ticketing systems and structured documentation practices.
Comfort working in a fast-paced, 24/7 support environment.
Basic understanding of servers, hosted applications, and third-party integrations.
Collaborative mindset with the ability to work effectively across teams.
Strong time-management and organizational skills.
Information Security and Compliance Responsibilities
Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy, and HIPAA Privacy and Security.
Adhere to and comply with the organization’s Acceptable Use Policy.
Safeguard information system assets by identifying and reporting potential and actual security events to the organization’s Security and Compliance Officers
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and additional responsibilities may be assigned by Health Catalyst.
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.
Studies show that candidates from underrepresented groups are less likely to apply for roles if they don’t have 100% of the qualifications shown in the job posting. While each of our roles have core requirements, please thoughtfully consider your skills and experience and decide if you are interested in the position. If you feel you may be a good fit for the role, even if you don’t meet all of the qualifications, we hope you will apply. If you feel you are lacking the core requirements for this position, we encourage you to continue exploring our careers page for other roles for which you may be a better fit.
At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.
BM, CA + 4 more
Singapore only