Customer Support Engineer

About the role

Eon is seeking a Customer Support Engineer to join its fast‑growing healthcare technology team. You will be the primary technical liaison for clients, ensuring they receive prompt, effective assistance with Eon Patient Management (EPM) solutions.

Key responsibilities

• Provide Level II technical support, resolving tickets while maintaining high customer satisfaction.
• Act as a subject‑matter expert on EPM solutions, guiding users through complex issues.
• Collaborate with Product Development and other internal teams to prioritize and fix technical problems.
• Document troubleshooting steps, resolutions, and trends in the ticketing system.
• Conduct root‑cause analysis and propose proactive improvements.
• Create and update knowledge‑base articles, user guides, and self‑service resources.
• Participate in on‑call rotations and provide after‑hours support when needed.

Required profile

• Bachelor’s degree in Computer Science, IT, or a related field (preferred).
• At least 2 years of technical support or customer service experience, preferably in a SaaS environment.
• Strong analytical mindset with a customer‑centric approach.
• Excellent written and verbal communication skills, able to explain technical concepts to non‑technical users.

Required skills

• SQL database troubleshooting.
• HL7 messaging standards.
• API integration and debugging.
• Web technologies (e.g., HTTP, REST, browsers).