Solutions Support Engineer

About the Company
OLSYS Ltd provides full-service solutions for mid-market and enterprise organizations.
As an enterprise software development company, we are building long term partnerships helping our clients accelerate their digital experiences with reasonable IT investments.
Our tailored approach, e-commerce focus, and flexible solutions allow us to design, develop, and deliver scalable, integrated commerce platforms that drive profits and boost the business.
19+ years of experience, 100+ projects, 200+ specialists.
About the Client
Our client is the leading research data platform that's transforming the way biomedical and imaging data are managed at leading life sciences, clinical, and academic institutions globally.
The client provides a comprehensive research data solution with all the tools needed for curation, imaging processing, machine learning workflows, and secure collaboration. By leveraging cloud scalability and automating research workflows, they help organizations scale research data and analysis, improve scientific collaboration, and accelerate discoveries.
About the Position
This is a unique opportunity for a self-motivated and customer-driven technical support
specialist to interact with all facets of a software engineering lifecycle within a fast-paced company working with cutting edge technology. Successful applicants will have a passion for serving customers, and a proactive approach for troubleshooting technical issues.
Successful applicants will have a passion for problem-solving, teamwork, and delivering
excellent results. This role requires strategic, integrated thinking along with technical experience working with a variety of technologies, including:
Kubernetes
Cloud providers: AWS, GCS, Azure
Python APIs, SDKs and CLIs
MongoDB, ElasticSearch
Reading/understanding metrics, monitoring best practices
Continuous integration Continuous deployment, GitLab is a plus
This role requires an innovative thinker who is constantly striving to improve customer
experience.
Environment
Work closely with a growing team of technical support agents, engineers, and business stakeholders. Our client is highly responsive to their customer needs and constantly strives to make a positive contribution to the biomedical and life sciences communities they serve. Team members are recognized and rewarded when advocating customer success and satisfaction over other concerns. They value self-motivated, creative individuals who work well in a collaborative environment - constantly generating and sharing new ideas and solutions with the team.
Requirements:
Strong client-facing customer service skills.
Ability to translate technical information into user-facing communication.
Proven ability to anticipate challenges, solve problems efficiently, and pursue ongoing skill development.
Proficiency using command-line tools to support services running on remote Linux hosts.
Direct experience with production application deployments in AWS, Azure, and GCP.
Hands-on experience with diagnosing and resolving latency, bandwidth, and connectivity failures across network layers.
Strong background in error log evaluation, fault analysis, and root cause identification.
Strong attention to detail surrounding HIPAA compliance and security guidelines.
Working knowledge of medical imaging terminology and procedures is a plus but not required.
English level: Upper intermediate
Responsibilities:
Receive and take ownership of incoming support tickets to resolution.
Monitor and adhere to SLA requirements on support tickets.
Investigate and triage issues reported with radiology reader tasks and documented workflow
Directly communicate with internal stakeholders, and external customers
Provide short term solutions, and workarounds where possible
Escalate issues when necessary, tracking related progress and updating customers.
Compile logs, data, and investigation results into complete engineering tickets as part of escalation chain
Monitor alerts and site performance and proactively remediate issues.
Adhere to HIPAA standards and strict security standards.
Analyze ticket trends and recommend process, system, and product improvements.
Curate internal and end-user documentation and training material.
Manage incidents through online ticketing system
Help the team achieve quarterly performance goals and initiatives.
Work Schedule (Available Options):
Sunday through Thursday: 5:00 PM – 1:00 AM CT
Kazakhstan Time: 4:00 AM – 12:00 PM (Monday through Friday)
Tuesday through Saturday: 5:00 PM – 1:00 AM CT
Kazakhstan Time: 4:00 AM – 12:00 PM (Wednesday through Sunday)
Note: During US daylight saving time, the schedule in Kazakhstan shifts to 3:00 AM – 11:00 AM.

Work arrangement
Yes