Application Support Engineer

    • Job Tracking ID: 2021-912
    • Job Location: Petaluma, CA
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: August 18, 2021
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

Summary: The Application Support Engineer is responsible for assisting in the implementation, maintenance, and support of our Medical Healthcare and business applications such as Electronic Medical Records (EMR) or billing (PMS). This position will be responsible using technology to improve business performance and strategy and has knowledge of commonly used concepts, practices, and procedures within Healthcare and Information Technology. This position will review, analyze, and evaluate our application systems and user needs. Working with Application Specialists and reporting to the Director of Information Technology the Application Support Engineer duties include to monitor and maintain the efficiency of our software applications, optimizing software application performance, upgrades, and performing debugging procedures. Position carries out coordination, installation, testing, and technical tasks in support of the varied practice electronic healthcare platforms. The position requires participation in developing and implementing application procedures and support plans.


Areas of Responsibility:

  • Provide Tier I/II/III eCW support to PHC Staff utilizing the eCW product suite, including PMS, EMR, Billing, and Reporting
  • Coordinate eCW Vendor management as needed, including patches and upgrades.
  • Create and maintain eCW support documentation and materials such as procedures, manuals, workflows, diagrams, etc.
  • Administer and resolve applications issues, provide updates to impacted parties, and perform root cause analysis
  • Managing the lifecycle of an incident, acting as the single point of contact for the customer, impact analysis, internal stakeholder coordination and communication.
  • Performing analyses on software application functionality and suggesting improvements.
  • Monitoring, reporting and analysis of KPIs, SLAs, SLOs and relevant operational data to ensure the best internal and customer experience.
  • Driving and managing incident review meetings focused on critical/major escalations with senior leadership.
  • Educating and facilitating learning sessions with end users through forums such as Cisco WebEx and various communication channels
  • Work with the IT Teams, internal users, and clients to improve application performance.
  • Ensuring effective front-end and back-end functionality of applications.
  • Establishing the root causes of application errors, and escalating serious concerns to IT Teams.
  • Supervise all alerts related to application and system procedures and provide services proactively.
  • Documenting processes and monitoring application performance metrics.
  • Maintaining and updating technical documents and procedures
  • Design and maintain expertise in workflow of application process and systems related to company.
  • Managing resource migration across environments to ensure continued and synchronized functionality.
  • Recording of configuration changes and scheduling application updates.
  • Act as Project Manager for issues and projects affecting application systems to ensure optimal quality assurance for all applications.
  • Facilitate support for medical device applications and equipment in coordination with vendors.
  • Assists in daily monitoring of systems availability, data integrity, and security.
  • Monitor IT Helpdesk requests related to Application Support
  • Provide remote & in-person technical support for general business applications.


General Duties:

  • Assist with all other special tasks and manage projects as directed by management
  • Assist in troubleshooting hardware, software and network problems. File bug reports and follow-up to resolve problems with vendors
  • Collaborate with Network Engineers, Administrators and other IT team members on the implementation, testing, deployment and integration of server systems
  • Coordinate with other teams or departments to resolve user problems
  • Develop and participate in workflow documentation
  • Document helpdesk tickets as needed
  • Document, track, and monitor IT problems using applicable systems and tools
  • Evaluate and test stability of new products
  • Follow-up and update customer status and information
  • General Application Support as needed
  • Staff training for commonly used Medical applications
  • Pass on any feedback or suggestions by customers to the appropriate internal teams
  • Provide off-site and remote support as needed
  • Responsible for answering IT requests via phone, email, live chat or instant messages
  • Study the “best practices” of other organizations and make recommendations regarding changes that would benefit PHC
  • Use security best practices
  • Work across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems and requests.

Experience and Skills:

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


 **New employees are mandated to either provide proof of their COVID vaccination or to receive the vaccine, either through PHC or their own provider, with the first dose of a series required before the first day of employment. Exception to this mandate will be considered for those with a medical or religious exemption.


  • Bachelor’s degree, 3 to 5 years related IT work experience or training; or equivalent combination of education and expertise
  • Experience managing and troubleshooting applications in the cloud/SAAS
  • Experience with application infrastructure such as web servers, load balancers, storage systems
  • Working knowledge of SQL Databases & basic network configuration
  • Knowledge of programming languages, such as C/C++, Java, JavaScript, Python, Ruby.
  • Cloud Certification (AWS preferred)
  • Strong technical aptitude and ability to become a product expert quickly
  • Experience in system support or application development
  • Knowledge or experience with Electronic Data Interchange (EDI)
  • Experience within a health care organization or non-profit organization preferred
  • Healthcare applications such as billing (PMS) or Electronic Medical Records (EMR) and reporting. eClinicalWorks or Dentrix experience preferred
  • Demonstrable experience as an application support engineer in a related field.
  • Exceptional ability to provide front-end support to internal departments and remote users.
  • Advanced proficiency in determining the causes of application errors and repairing them.


Desired Skills:

  • Ability to manage multiple tasks & meet deadlines
  • Ability to effectively manage confidential information
  • Ability to troubleshoot problems under pressure
  • Ability to work and communicate effectively with staff
  • Attention to detail and problem-solving skills
  • Critical thinking skills
  • Demonstrated ability to work alone and in a team environment
  • Excellent planning, project management, and problem-solving skills, along with superior communication and interpersonal abilities
  • Effectively communicate clearly in person & in writing
  • Exhibits sensitivity to the needs and the situations of multi-cultural populations from a variety of income levels
  • Strong customer service ethic
  • Promote and support PHC’s mission and vision
  • Proactive and responsible with excellent follow-up and customer service


Licenses and Certifications: 

  • Technology certificates or a core component of education or experience preferred


Language Skills:  Bilingual in English and Spanish, both written and verbal preferred


Mathematical Skills:  Ability to add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions and decimals


Reasoning Ability:  Ability to recognize problems, collect data and establish facts


Computer Skills:  High level of computer literacy and proficient in MS Office (Word, Excel and Outlook), electronic medical records and web applications