About the position
My client is transforming healthcare operations through intelligent, data-driven automation. They need a technical, resourceful Technical Support Specialist to manage platform integrations, cloud infrastructure monitoring, and high-level client engineering escalations.
This is not a traditional IT desktop helpdesk role. You will act as the primary engineering-adjacent support anchor for the B2B clients. Operating directly within their AWS cloud environment, you will triage complex data synchronisation anomalies, monitor system health, manage identity integrations, and translate client-side issues into actionable insights for the core development team.
Key Responsibilities
- Platform Triage & Escalation: Act as the Tier 2/3 technical escalation owner for the AI platforms, systematically isolating frontend, backend, or third-party infrastructure faults.
- AWS Cloud Monitoring: Utilize AWS monitoring tools to track system health, trace logs, and proactively identify performance drops across the cloud-native infrastructure.
- API & System Integration: Diagnose, test, and resolve issues within RESTful APIs and webhooks connecting platforms to internal client systems
- Access & Security Management: Support client-side IT admins with Single Sign-On (SSO), SAML, and OAuth setups, while managing secure access controls internally via AWS IAM.
- Technical Client Advisory: Partner with client-side IT directors during platform deployment, providing technical documentation, onboarding clarity, and data integration configurations.
Experience
- B2B SaaS Support Background: 2+ years of experience in technical application support, system administration, or an operations engineering role, ideally within healthcare IT or digital health.
- Practical AWS Competency: Strong familiarity navigating AWS environments, specifically tracking application logs in Amazon CloudWatch/CloudTrail, understanding AWS Lambda serverless execution, and managing roles via AWS IAM.
- API & Web Protocols: Hands-on experience debugging RESTful APIs and JWT/OAuth tokens using tools like Postman.
- Data Fluency: Solid understanding of relational databases with the ability to write basic SQL queries to verify data synchronization across systems.
- Clear Communication: Exceptional capability to communicate technical realities to non-technical clients, while providing clean, concise diagnostic write-ups for software engineers.
Nice to Have
- AWS Certification: AWS Certified Cloud Practitioner or SysOps Administrator.
Desired Skills:
- Strong familiarity navigating AWS environments
- API & Web Protocols
- AWS Certification
Desired Work Experience:
Desired Qualification Level:
