Technical Support Specialist

Company: InterSystems –

WebSite: Riyadh, Saudi Arabia

Job Description:As a valued member of our global team, you will cultivate your technical, professional, and interpersonal capabilities within a collaborative and engaging environment. Your primary responsibility will be to assist technology partners in the development and support of their applications within real-world scenarios. This position offers the opportunity to collaborate with leading organizations across diverse sectors, including healthcare, finance, and telecommunications. Furthermore, this role is designed to foster your professional development and prepare you for future advancement opportunities within InterSystems.

A designated mentor will guide you in identifying and enhancing your technical, professional, and personal skills to facilitate a successful technical career. The training program, tailored to your experience level, may encompass classroom instruction, e-learning modules, project assignments, and external courses. Your mentor will also provide guidance on navigating the InterSystems environment.

**Responsibilities:**

* Collaborate effectively with the product support team, providing timely responses to customer inquiries in accordance with established service standards.
* Deliver technical support for custom development initiatives, user-defined functions, interfaces, reports, extracts, data migration scripts, and data conversions.
* Utilize advanced debugging and troubleshooting skills to identify and resolve application issues.
* Support the application support team in the resolution of reported issues.
* Offer expert advice and best practice guidance to partners in technical domains such as networks, configurations, and architectures.
* Provide technical support for troubleshooting and performance analysis pertaining to reports, stored procedures, interfaces, conversions, data migration scripts, and user-defined functions.
* Escalate unresolved issues according to established escalation policies and procedures.
* Contribute to the development of training materials for technical courses, including system custom development and reporting.
* Participate in the creation of technical documentation, such as reference materials, installation instructions, user guides, knowledge-based articles, and how-to guides.
* Continuously improve customer satisfaction by soliciting feedback on product and service enhancements and communicating suggestions to management.
* Enhance response times to customer inquiries by continuously improving communication, analytical, and learning skills.
* Attend on-site technical training sessions, as required.
* Provide on-site technical support, as required.
* Participate in a 24-hour on-call support roster service to ensure continuous customer support availability.
* Support application specialists in analyzing intricate root causes of incident tickets, with the goal of improving client experience.
* Assist the product and implementation teams by providing insights to make the product more consistent, robust, and user-friendly. Support them by reporting and testing product tickets when needed.

**Qualifications:**

* Preferably, experience with Hospital’s business workflows.
* Preferably, strong knowledge of InterSystems Object Script, including experience in working with and troubleshooting routines, stored procedures, and objects.
* Preferably, expertise in IRIS Tables and Globals, including a comprehensive understanding of how persistent classes and tables relate to globals, encompassing default and manual mappings.
* Proficiency in performance troubleshooting, with the ability to diagnose and improve performance issues in stored procedures, SQL queries, and data extracts or reports, particularly those utilizing Caché ObjectScript.
* Experience with web-oriented languages, including HTML and JavaScript.
* Experience with SQL, data analysis, and database methodologies.
* Preferably, experience with HL7 technologies.
* Knowledge of programming languages, ideally Java or C++.
* Experience in various software roles, including Developer, Quality Engineer, and/or Solutions Architect.
* Ability to design and author technical documentation.
* Familiarity with Internet/Intranet concepts and Microsoft IIS.
* Preferably, experience with InterSystems products (IRIS, Ensemble).
* Bachelor’s or Master’s degree in Computer Science or equivalent.

**About InterSystems**

InterSystems is a creative data technology provider, delivering a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.

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