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Technical Support Engineer

RxLightning
New Albany
3-5 years
Support
Full-time

Job Description

About the job

RxLightning is a high-growth, venture-backed health tech services company based outside of Louisville KY. As the market innovator in specialty enrollment, we help connect physician offices, specialty pharmacies, drug manufacturers, hubs, and patients together, to reduce administrative burden, drive operational efficiencies and streamlined communication, resulting in patients starting their medications much quicker than previously possible. The company partners with pharmaceutical/biotech companies, hubs, and specialty pharmacies to improve and streamline the specialty enrollment and intake process for all stakeholders.

RxLightning is experiencing an exciting period of company growth. The company offers a high-energy, results-oriented workplace that believes our success is based primarily on a fantastic team with the passion, drive and skills to change the specialty enrollment process.

The position of technical support engineer will work closely with the product, QA, and development teams to trouble shoot and bring to resolution technical issues across the RxLighting platform including software, onboarding, and database issues. This position requires those in the role to strong collaborators that are proactive, solution oriented, and communicative. Technical support engineers work closely with other teams and leaders across the company to ensure that technical issues are solved in a timely manner. is based in the Louisville, KY area.

Responsibilities:

·     Research and identify solutions to software issues.

·     Diagnose and troubleshoot technical issues, including but not limited to applications (UI/UX and API), internal account setup, data exchange, and customer onboarding configuration issues.

·     Ask customers and internal cross functional teams targeted questions to quickly understand the root of the problem.

·     Track software, database, or onboarding issues through to resolution, within agreed time limits

·     Consistently identify, troubleshoot, and resolve issues in a timely manner, updating internal documentation and sharing communication with all parties that need to be aware

·     Talk internal and external clients through a series of actions until technical issues are resolved.

·     Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, network teams)

·     Provide prompt and accurate feedback to customers.

·     Refer to internal database or external resources to provide accurate tech solutions.

·     Ensure all issues are properly logged.

·     Great at following direction from leaders and managers and collaborating with others as a good team player

·     Strong at communicating key project data to team members and building cohesion among teams.

·     Work closely with clients and cross-functional departments to communicate project statuses and proposals.

·     Prioritize and manage several open issues at one time.

·     Follow up with clients to ensure that addressed issues are fully functional after troubleshooting.

·     Prepare accurate and timely reports on status and resolution.

·     Document technical knowledge in the form of notes and FAQs

  • Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
  • Assist in creating training materials pertaining to computer troubleshooting and usage
  • Act as the initial point of contact for all system related concerns from clients or other employees

·     All other duties as assigned

Required Skills

·     3+ years of proven work experience doing technical support, customer support, and data base support functions.

·     Consistent track record of writing scalable, production-ready code and demonstrating excellent coding skills

·     Strong written and verbal communication and interpersonal skills.

·     Ability and excitement to thrive in a fast-paced environment. Function well in the ambiguity of a rapidly growing company.

·     Able to juggle many projects and responsibilities and consistently deliver high-quality work on time and within budget.

·     Creative problem-solving skills.

·     Ability to write and execute complex SQL statements

·     Good understanding of computer systems and software, mobile devices, and other tech products

·     Ability to diagnose and troubleshoot all levels of technical issues.

·     Familiarity with applications such as GitHub, JIRA, Confluence and help desk software such as Zendesk/JIRA

·     Excellent problem-solving and communication skills

·     Demonstrates being a team player on a daily basis, going above and beyond to help peers and leaders within the organization, often without having to be asked

·     Embodies and follows all of RxLightning’s core values on a daily basis

·     Ability to provide step-by-step technical help, both written and verbal

·     Development experience with UI/UX or API

·     Effectively collaborating on a team and strong team-building skills.

·     The ability to travel as necessary.

Preferred Skills

·     Previous experience working in a HIPAA compliant environment

·     5+ years of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

·     2+ years of software engineering or software development experience, preferably in a related field.

·     Hands-on programming experience using relevant languages such as C# and ReactJS

·     Consistent track record of writing scalable, production-ready code and demonstrating excellent coding skills

·     BS degree in Information Technology, Computer Science, or relevant field

The Details:

Position Type/Expected Hours of Work:

·     This is a full-time position.

Travel:

·     Travel as needed for this position.

Physical Demands:

·     The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these Essential Functions.

·     While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and use arms and hands in a variety of ways.

EO Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Security Requirements:

Must be able to pass a background check and drug screening and work in a HIPAA compliant environment. Must be able to work in the United States without sponsorship.

Role-Related Privacy and Security Disclosure:

This role may require access to PHI for the purpose(s) of investigation and triage of support issues, troubleshooting, data reporting, or client implementation and must comply with our Privacy and Security Policies and Procedures.

RxLightning is an equal opportunity employer.

Company Information

RxLightning is a high-growth, venture-backed health tech services company based outside of Louisville KY. As the market innovator in specialty enrollment, we help connect physician offices, specialty pharmacies, drug manufacturers, hubs, and patients together, to reduce administrative burden, drive operational efficiencies and streamlined communication, resulting in patients starting their medications much quicker than previously possible. The company partners with pharmaceutical/biotech companies, hubs, and specialty pharmacies to improve and streamline the specialty enrollment and intake process for all stakeholders. RxLightning is experiencing an exciting period of company growth. The company offers a high-energy, results-oriented workplace that believes our success is based primarily on a fantastic team with the passion, drive and skills to change the specialty enrollment process.

Technical Support Engineer

RxLightning
New Albany
3-5 years
Support
Full-time

Job Description

About the job

RxLightning is a high-growth, venture-backed health tech services company based outside of Louisville KY. As the market innovator in specialty enrollment, we help connect physician offices, specialty pharmacies, drug manufacturers, hubs, and patients together, to reduce administrative burden, drive operational efficiencies and streamlined communication, resulting in patients starting their medications much quicker than previously possible. The company partners with pharmaceutical/biotech companies, hubs, and specialty pharmacies to improve and streamline the specialty enrollment and intake process for all stakeholders.

RxLightning is experiencing an exciting period of company growth. The company offers a high-energy, results-oriented workplace that believes our success is based primarily on a fantastic team with the passion, drive and skills to change the specialty enrollment process.

The position of technical support engineer will work closely with the product, QA, and development teams to trouble shoot and bring to resolution technical issues across the RxLighting platform including software, onboarding, and database issues. This position requires those in the role to strong collaborators that are proactive, solution oriented, and communicative. Technical support engineers work closely with other teams and leaders across the company to ensure that technical issues are solved in a timely manner. is based in the Louisville, KY area.

Responsibilities:

·     Research and identify solutions to software issues.

·     Diagnose and troubleshoot technical issues, including but not limited to applications (UI/UX and API), internal account setup, data exchange, and customer onboarding configuration issues.

·     Ask customers and internal cross functional teams targeted questions to quickly understand the root of the problem.

·     Track software, database, or onboarding issues through to resolution, within agreed time limits

·     Consistently identify, troubleshoot, and resolve issues in a timely manner, updating internal documentation and sharing communication with all parties that need to be aware

·     Talk internal and external clients through a series of actions until technical issues are resolved.

·     Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, network teams)

·     Provide prompt and accurate feedback to customers.

·     Refer to internal database or external resources to provide accurate tech solutions.

·     Ensure all issues are properly logged.

·     Great at following direction from leaders and managers and collaborating with others as a good team player

·     Strong at communicating key project data to team members and building cohesion among teams.

·     Work closely with clients and cross-functional departments to communicate project statuses and proposals.

·     Prioritize and manage several open issues at one time.

·     Follow up with clients to ensure that addressed issues are fully functional after troubleshooting.

·     Prepare accurate and timely reports on status and resolution.

·     Document technical knowledge in the form of notes and FAQs

  • Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
  • Assist in creating training materials pertaining to computer troubleshooting and usage
  • Act as the initial point of contact for all system related concerns from clients or other employees

·     All other duties as assigned

Required Skills

·     3+ years of proven work experience doing technical support, customer support, and data base support functions.

·     Consistent track record of writing scalable, production-ready code and demonstrating excellent coding skills

·     Strong written and verbal communication and interpersonal skills.

·     Ability and excitement to thrive in a fast-paced environment. Function well in the ambiguity of a rapidly growing company.

·     Able to juggle many projects and responsibilities and consistently deliver high-quality work on time and within budget.

·     Creative problem-solving skills.

·     Ability to write and execute complex SQL statements

·     Good understanding of computer systems and software, mobile devices, and other tech products

·     Ability to diagnose and troubleshoot all levels of technical issues.

·     Familiarity with applications such as GitHub, JIRA, Confluence and help desk software such as Zendesk/JIRA

·     Excellent problem-solving and communication skills

·     Demonstrates being a team player on a daily basis, going above and beyond to help peers and leaders within the organization, often without having to be asked

·     Embodies and follows all of RxLightning’s core values on a daily basis

·     Ability to provide step-by-step technical help, both written and verbal

·     Development experience with UI/UX or API

·     Effectively collaborating on a team and strong team-building skills.

·     The ability to travel as necessary.

Preferred Skills

·     Previous experience working in a HIPAA compliant environment

·     5+ years of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

·     2+ years of software engineering or software development experience, preferably in a related field.

·     Hands-on programming experience using relevant languages such as C# and ReactJS

·     Consistent track record of writing scalable, production-ready code and demonstrating excellent coding skills

·     BS degree in Information Technology, Computer Science, or relevant field

The Details:

Position Type/Expected Hours of Work:

·     This is a full-time position.

Travel:

·     Travel as needed for this position.

Physical Demands:

·     The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these Essential Functions.

·     While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and use arms and hands in a variety of ways.

EO Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Security Requirements:

Must be able to pass a background check and drug screening and work in a HIPAA compliant environment. Must be able to work in the United States without sponsorship.

Role-Related Privacy and Security Disclosure:

This role may require access to PHI for the purpose(s) of investigation and triage of support issues, troubleshooting, data reporting, or client implementation and must comply with our Privacy and Security Policies and Procedures.

RxLightning is an equal opportunity employer.

Company Information

RxLightning is a high-growth, venture-backed health tech services company based outside of Louisville KY. As the market innovator in specialty enrollment, we help connect physician offices, specialty pharmacies, drug manufacturers, hubs, and patients together, to reduce administrative burden, drive operational efficiencies and streamlined communication, resulting in patients starting their medications much quicker than previously possible. The company partners with pharmaceutical/biotech companies, hubs, and specialty pharmacies to improve and streamline the specialty enrollment and intake process for all stakeholders. RxLightning is experiencing an exciting period of company growth. The company offers a high-energy, results-oriented workplace that believes our success is based primarily on a fantastic team with the passion, drive and skills to change the specialty enrollment process.
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