Tier 3 Senior Software Support Engineer

Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 15 countries. Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform. At its heart, the Smile platform enables people and organizations to better manage healthcare data. Simply put, we help liberate healthcare data to ensure effective healthcare delivery across care teams and health systems. 
Apply today and find plenty of reasons to SMILE!
As Tier 3 Senior Software Support Engineer , responsibility for maintaining and developing the software components that form the core of the Smile Digital Health product. This includes the storage layer, management tools, interface and integration components, and deployment infrastructure. This position works closely with all areas of the business to gather product requirements and design, implement and test components of the system.  This position will include on-call rotation for Tier 2 issue support.

Responsibilities

• Serve as an escalation point for Tier 2 with any issues they are unable to resolve.
• Provide coordination of Major Incidents and response teams while on-call.
• Understand capabilities of Smile Digital Health’s products and services and how they can deliver value to our customers. 
• Gain knowledge in our core technologies and standards, including HL7 FHIR, OpenID Connect, Kubernetes, Java, JavaScript, JSON and XML, and interface with other SMEs in the company as required.
• Support and coordinate knowledge sharing by submitting documented solutions to the Service Desk and Customer facing knowledge bases.
• Collaborate with the subject matter experts (SMEs) in IT Operations and IT Development groups to develop new technical guidelines and procedures for Service Desk when new IT services, products, and capabilities are transitioning from development to production.
• Comply with the privacy, security and confidentiality policies.  
• Hold all confidential information in trust and strict confidence and ensure that it shall be used only for the purposes required to fulfill employment obligations, and shall not be used for any other purpose, or disclosed to any third party.  A breach of policy or misuse of information could result in disciplinary action up to and including termination of employment.
• Analyzing and evaluating requirements and proposing high level design and technical solutions to issues that arise from internal and external customer issues.
• Analyzing solutions to ensure that they will be interoperable, performant and maintainable.
• Collaborating with core-dev and client solutions teams to ensure any fixes from the support team meet core and customer technical/architectural requirements.
• Participate in major incident response teams.
• Ensure relevant documentation is kept up to date.
• Ensure relevant frameworks are kept up to date.
• Research technologies that will be used in new and existing modules of the solution.
• Work closely with all areas of the business to gather product requirements and design, implement and test components of the system.
• Advise and provide input into good technical design and industry trends.
• Ability to analyze and solve problems, identify issues and apply or implement solutions.
• Analyze and evaluate requirements and propose high level design and technical solutions at all stages of development.
• Break down work for other team members and be the go to person for project issues/status.
• Propose new techniques and technologies for software development. 
• Responsible for coding standards of the team/department.
• Responsible for tools and frameworks used by the team/department.

Requirements

• Minimum of 5 years of experience with Software Development.
• Experience with developing software applications, unit and functional test practices.
• Experience in end-to-end feature development.
• Experience building complex systems.
• Experience in HL7 (V2, FHIR) is required.
• Experience working in Java.
• Experience with Hibernate, Spring, REST web services, Git, JavaScript is an asset.
• Must be willing to be scheduled for on-call coverage on a rotating basis.
• Excellent analytical, problem recognition and problem-solving abilities.
• Excellent team building, collaboration, interpersonal and communications skills.
• Successful completion of coding camp / diploma / undergraduate degree.

Some of the benefits we offer:* Remote Work Environment* Flexible Time Away From Wo