Technical Support Engineer – EHR / EMR Application Support

India | Remote

Full time | UK business hours

Technical Support Engineer | Technical Support Analyst | Technical Solution Analyst | Application Support Engineer | Technical Support Consultant | EHR / EMR | SQL | Production Support

About the role

Script Assist is hiring junior Technical Support Engineers to investigate and resolve technical and functional problems within our healthcare software platform.

We are particularly interested in candidates currently or recently working as:

• Technical Support Engineer
• Technical Support Analyst
• Technical Solution Analyst
• Associate Technical Support Consultant
• Technical Support Consultant
• Application Support Engineer
• Application Support Analyst
• Software Support Engineer
• Software Specialist
• Software Specialist – Support
• Product Support Engineer
• Production Support Engineer
• EHR / EMR Technical Support Analyst

This job is deliberately designed to reach junior technical-support populations from companies such as:

• eClinicalWorks
• Altera Digital Health / Allscripts
• Oracle Health / Cerner
• athenahealth
• NextGen Healthcare
• PracticeSuite
• MEDITECH
• InterSystems / TrakCare
• other EHR / EMR / HIS and enterprise SaaS vendors

eClinicalWorks uses the Technical Support Engineer and Software Specialist career family; Altera currently recruits Associate Technical Support Consultants for entry-level enterprise healthcare software support; Cerner has used Technical Support Engineer and Technical Solution Analyst roles.

This is software/application support.

It is not desktop, hardware, network or generic IT support.

About Script Assist

Script Assist is a UK healthcare technology company.

Our platform supports complex private clinical services and connects clinics, pharmacies, prescribers, patients and operational teams.

The software contains interconnected:

• clinical workflows
• application logic
• permissions
• configuration
• customer data
• statuses
• integrations
• operational workflows
• users and roles

When something goes wrong, the customer's description of the problem may only be the starting point.

Our Technical Support Engineers need to enjoy asking:

• Can I reproduce it?
• What happened immediately before the issue?
• What does the data show?
• Is the configuration correct?
• Is this expected application behaviour?
• Is the user's workflow correct?
• Is another system involved?
• Does the problem affect everyone or one customer?
• Is this a genuine software defect?
• What evidence does Engineering need?
• How can I verify the fix?

What you will do

You will:

• Triage technical support and application-support tickets
• Investigate customer-reported software issues
• Gather evidence required for diagnosis
• Reproduce application problems
• Analyse application behaviour
• Inspect error messages and available logs
• Perform basic data investigation
• Use SQL where appropriate
• Investigate application configuration
• Identify likely root causes
• Distinguish software defects from data, configuration and workflow problems
• Investigate production-support incidents
• Write clear reproduction steps
• Document findings accurately
• Escalate complex defects to Product and Engineering
• Work with developers and QA engineers
• Validate software fixes
• Retest issues before closure
• Maintain accurate incident and ticket histories
• Communicate technical information clearly to customers
• Build troubleshooting documentation and knowledge articles
• Identify recurring issues and opportunities for automation or process improvement

Who we are looking for

We are primarily targeting candidates with 0–2 years of experience.

An ideal candidate may have approximately 6–24 months as a:

• Technical Support Engineer
• Application Support Engineer
• Technical Support Analyst
• Technical Solution Analyst
• Technical Support Consultant
• Associate Technical Support Consultant
• Software Support Engineer
• Software Specialist
• Product Support Engineer
• Production Support Analyst

We will also consider an exceptional fresher or graduate with strong technical aptitude.

Preferred education

We strongly prefer:

• B.Tech / BE Computer Science
• B.Tech / BE Information Technology
• Computer Engineering
• BCA
• MCA
• BSc Computer Science
• BSc IT
• Electronics
• another relevant technical degree

This mirrors the kind of entry-level technical profile being recruited into healthcare application support today. For example, Altera's current 0–1 year Associate Technical Support Consultant role explicitly targets technical graduates and develops them across enterprise applications, databases, interfaces, incident management and application troubleshooting.

Technical skills

You do not need everything below.

Experience with some of these is particularly valuable:

• SQL
• relational databases
• database queries
• APIs
• JSON
• REST APIs
• application logs
• error logs
• browser developer tools
• software testing
• defect reproduction
• root-cause analysis
• incident management
• problem management
• Jira
• ServiceNow
• Zendesk
• Freshdesk
• application configuration
• production support
• SaaS support
• enterprise software support
• EHR support
• EMR support
• HIS support

Basic knowledge of operating systems and networking can be useful when troubleshooting an application.

But infrastructure is not the job.

Healthcare / EHR experience

Particularly relevant experience includes:

eClinicalWorks

Candidates who have worked as:

• Technical Support Engineer
• Software Specialist
• Software Specialist – Support
• Application Support Engineer

eClinicalWorks Technical Support Engineer compensation data also sits almost exactly around this hiring range, with Indeed currently estimating an average of approximately ₹4.83 LPA in India.

Altera Digital Health / Allscripts

Candidates who have worked as:

• Associate Technical Support Consultant
• Technical Support Consultant
• Application Support Analyst
• Application Support Engineer

Altera's current junior support role involves ServiceNow tickets, application troubleshooting, logs, configuration, databases, interfaces, escalation and customer communication.

Oracle Health / Cerner

Candidates who have worked as:

• Technical Support Engineer
• Technical Support Analyst
• Technical Solution Analyst
• Technical Solution Analyst I
• Application Support Analyst

There are public Cerner career paths moving from Technical Support Engineer → Senior Technical Support Engineer → Technical Solution Analyst, which is exactly the occupational family we want this advert to match.

We are also interested in equivalent junior technical-support experience from:

• athenahealth
• NextGen Healthcare
• PracticeSuite
• MEDITECH
• InterSystems / TrakCare
• other EHR / EMR / HIS companies
• complex SaaS, ERP, fintech and enterprise software businesses
  

What this role is NOT

This is not primarily:

• desktop support
• laptop repair
• hardware maintenance
• printer support
• Windows installation
• Active Directory administration
• router or switch configuration
• network operations
• infrastructure support
• NOC monitoring
• generic IT service desk

If your career is mainly about supporting devices or infrastructure, this probably isn't the right role.

If it is about investigating software applications, we want to hear from you.

Why join Script Assist?

This is designed as a strong early-career route into sophisticated software and healthcare technology.

You will work directly alongside:

• Product
• Engineering
• QA
• Support
• Operations

Rather than simply forwarding technical tickets, you will learn how to investigate them properly.

Strong performers can progress towards:

• Senior Technical Support
• Application Support
• Product Support
• Technical Operations
• QA
• Implementation
• Integrations
• Business Analysis
• Product
• Customer Technology
• If you like working out why software behaves the way it does, this role should suit you.