L2 Support Specialist Offline

About the project:

We are looking for a Middle—Senior Level 2 (L2) Support Engineer to join our team supporting a software platform for Home Medical Equipment (HME) providers and hospitals. The solution helps healthcare organizations manage medical equipment logistics, patient interactions, and compliance. You will serve as the escalation point for complex issues, ensuring timely resolution, maintaining system reliability, and collaborating with cross-functional teams to enhance customer experience.

Does this relate to you?

— 3–5+ years of experience in L2 or application support for enterprise or healthcare-related software.
— Strong knowledge of troubleshooting in Windows/Linux environments.
— Experience with databases (SQL, queries, troubleshooting data issues).
— Familiarity with APIs, web services (REST/SOAP), integrations.
— Hands-on experience with log analysis tools and monitoring solutions.
— Ability to triage and manage incident escalations efficiently.
— Excellent problem-solving and communication skills with customer-oriented mindset.
— Strong documentation skills.
— Understanding of ITIL or similar incident/change management processes.
— English is advanced.

Nice to Have:
— Experience in healthcare domain (HME, DME, hospitals, or medical logistics software).
— Exposure to HIPAA compliance and healthcare interoperability standards (HL7, FHIR).
— Experience with Datadog, Grafana, and other monitoring tools.

A new team member will be in charge of:

— Act as the main escalation point for Level 1 support and troubleshoot complex application, integration, and infrastructure issues.
— Investigate, reproduce, and resolve incidents in collaboration with development (L3) and product teams.
— Provide advanced technical analysis of logs, databases, and APIs to identify root causes.
— Maintain deep knowledge of system architecture, workflows, and configurations specific to HME and hospital clients.
— Ensure accurate documentation of incidents, solutions, and knowledge articles for the support team.
— Monitor system health, proactively detect potential issues, and contribute to stability improvements.
— Support deployment and configuration activities, including environment troubleshooting.
— Collaborate with QA and Development to validate fixes and improvements..
— Ensure compliance with healthcare data security and privacy standards (HIPAA, GDPR as applicable).

Additional information:

— The working hours are from 9 AM to 6 PM EST (Eastern Standard Time)!!! (or 5 pm to 2 am Kyiv time)