IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

About Rhapsody:

Rhapsody Health is at the forefront of revolutionizing healthcare with cutting-edge technology that drives meaningful change. Our platform empowers healthcare providers and patients to enhance care delivery and streamline processes, making a tangible impact on the healthcare landscape. As a B Corporation, we are deeply committed to balancing purpose with profitability, and our global team spans countries including Canada, Spain, Switzerland, the United Kingdom, the United States, New Zealand and Sri Lanka.

We are seeking Staff Developers to join our mission of transforming healthcare through innovation and excellence. In this role, you'll be instrumental in advancing our world-class healthcare solutions, collaborating closely with product, design, and engineering teams in a dynamic, outcome-focused environment. If you’re passionate about making a difference and thrive in a collaborative setting, we invite you to be part of our journey to redefine healthcare for the better.

Description:

The Technical Support Engineer I is the entry-level position for an individual contributor on the Rhapsody Support Team.  Their primary responsibility is providing exceptional technical support to our customers, resolving product issues, and ensuring a positive user experience.  This role will work closely with customers and internal teams to troubleshoot problems, document solutions, and provide light product implementation guidance for integration problems and technical issues.

Functional Duties:

• Respond to customer inquiries via phone and email, providing timely and effective support.
• Troubleshoot and resolve software issues, guiding customers through the process.
• Document customer interactions, issues, and resolutions in the Salesforce Service Cloud ticketing system.
• Collaborate with senior engineers and other departments to escalate complex issues when necessary.
• Install and configure Rhapsody software for clients.
• Maintain timely and effective communication with customer contacts and their designated vendor representatives.
• Monitor and track issues to ensure timely resolution and follow-up with customers.
• Stay abreast of Rhapsody product and feature changes to the degree required to confidently present the features to clients.
• Direct Rhapsody clients in the best practices and recommended usage of Rhapsody software features.
• Provide feedback on real-world implementation perspectives to the Dev/QA/Product Management teams via Enhancements and Defects.
• Participate in training sessions to enhance product knowledge and technical skills.
• Ensure client satisfaction for Support issues.
• Serve as part of Support’s 24x7x365 coverage for production-inhibiting issues and/or managed services rotation.

The candidates are required to work North American shift (7.30 p.m. - 4.30 a.m. IST) from Monday - Friday. 

Minimum Requirements:

• Technical skills: Demonstrated ability to independently learn and explain technical concepts. See also Preferred Requirements, below.
• Critical thinking and analytical skills: Demonstrated ability to break complex technical problems into their contributing factors, identify impacts on system behavior, and eliminate variables to better define the issue.
• Communication: Demonstrated ability to clearly and concisely express yourself, both verbally and in writing. English fluency required.
• Customer service: Demonstrated ability to be patient, sympathetic, and diffuse frustration.
• Interpersonal skills: Demonstrated ability to build rapport and trust with customers and colleagues.
• Time management: Demonstrated ability to manage multiple tasks, set clear expectations, and complete assigned tasks in a timely manner.

Preferred Skills: 1 or more years of experience with 5 or more of the following:

• Basic networking concepts (e.g., VPNs, firewall clearances)
• Troubleshooting TCP/IP handshakes and headers (e.g., using Wireshark)
• Cryptography/encryption (TLS, SSL, private v public keys, encryption algorithms, certificate generation & install, self-assigned v CA certificates)
• Web services (REST, SOAP, XML, JSON, Postman, SOAPUI)
• Relational Databases (SQL queries, JDBC, ODBC, installing SQL drivers)
• Other communication protocols, such as SSH, SFTP, Amazon S3, AMQP, and Kafka
• Programming in Javascript, Python, and/or Groovy
• Java-based application technical stack components (e.g., JDK, Apache Tomcat, Apache Karaf, Apache TinkerPop/Gremlin)
• HL7 & FHIR
• Basic system administration (Linux/Unix, Windows) and command shells (e.g., PuTTY, Powershell, sh and its variants)
• Log analysis (e.g., Log4j, Logback)
• Cloud infrastructure monitoring tools (e.g., AWS Management Console, DataDog, Coralogix, Grafana)
• Basic use of “Infrastructure as Code” tools (e.g., Ansible, Gitlab pipelines)

Educational/ Professional Qualification

Bachelors in computer science, information systems, healthcare or related field, or comparable work experience.