Application Support Engineer - Level 3

Job Title:

Application Support Engineer – Level 1

Location:

Orlando, FL

Job Type: Full-time

Reports to:

Application Support Mgr

Within Andor, theTier 3 Application Support Engineer serves as the definitive technical authority and the vital bridge between the customer-facing teams and the Engineering department. Their primary purpose is to resolve the most complex, "non-routine" issues that require deep-dive code analysis, database querying, or architectural troubleshooting beyond the scope of standard support playbooks.

Beyond technical resolution, they act as strategic guardians of product stability; they identify systemic patterns in failures to advocate for long-term code fixes and mentor lower tiers to improve the department's overall technical velocity.

• Foundational (Required):
  CompTIA A+, Microsoft Azure Fundamentals (AZ-900), ITIL 4 Foundation, or equivalent knowledge and experience
• Senior (Preferred):
  Microsoft Azure Administrator (AZ-104), CompTIA Network+ or Cisco CCNA, CompTIA Security+, Apple Certified Support Professional (ACSP)
• Specialized (Preferred): HL7 FHIR Proficiency, Microsoft Power BI Data Analyst (PL-300), Azure Data Fundamentals

• Multi-Platform OS Diagnostics:
  
  Expert-level support for Windows (10/11), macOS, iOS, and Android. This includes resolving profile corruption, driver conflicts, and registry/plist issues.
• Advanced Troubleshooting:
  
  Proficiency in network diagnostics (DNS, latency, packet tracing) using tools like
  
  Ping Plotter,Ninja RMM, orVPNclient stability monitors.
• Support & Collaboration Ecosystem:
  
  Mastery of the ticket lifecycle and inter-departmental workflows within
  
  Zendesk,Slack, and Azure Dev Ops.
• Data & Interoperability Literacy:
  
  Working knowledge ofSQLconcepts andAPI/APKstructures. Ability to navigate healthcare data standards, specifically
  
  HL7 (ADT, SIU) andFHIR.
• Standardized Communication:
  
  High-level verbal and written skills for documenting complex resolutions in the internal Knowledge Base and providing clear updates to customers.

• Interoperability Leadership:
  
  Serve as the subject matter expert for healthcare data exchange (HL7/FHIR), ensuring seamless integration between the platform and clinical systems.
• Cross-Functional Audit:
  
  Partner with Implementation teams to audit client customizations andQAteams to validate enhancements before production release.

• Final Escalation Point:
  
  Act as the definitive authority for issues Tiers 1 and 2 cannot resolve. Perform deep log analysis via Windows Event Viewerormac
  
  OS Console.
• Liaison to Engineering:
  
  Translate front-end issues into actionable technical requirements for developers, distinguishing between environmental gaps and code-based bugs.

• Trend Identification:
  
  Use Power BIandAzure Monitorto identify system instability or emerging failure trends before they impact the end-user.
• Operational Optimization:
  
  Refine data queries and reporting structures to better measure customer satisfaction and system uptime.

• Mentorship:
  
  Identify knowledge gaps within Tier 1 and 2 teams. Design and lead "Deep-Dive" training sessions to increase the department's technical velocity.
• Process Advocacy:
  
  Act as the "Voice of the Customer," advocating for product feature improvements based on recurring technical friction points.

• Incident "Swarming":
  
  Independently identify and manage critical system outages, coordinating stakeholder communication and internal escalations through to resolution.
• Operational Oversight:
  Assist leadership with team scheduling and supervision of Level 1 agents, ensuring queue velocity is maintained without direct oversight.