Harris Computer

Compensation

Full Description

Job Title: Expert Technical Support Consultant Location: Remote – US or Canada (PST / MST time zone) About Altera Digital Health At Altera, we are on a mission to create a healthier world with advanced digital health solutions. We are looking for a passionate Expert Technical Support Consultant to join our team. In this senior role, you will provide advanced technical support to our clients through phone, email, and instant messaging. You will be responsible for assessing and resolving complex system and service issues, using your expert judgment and advanced problem-solving skills to ensure client success. What You’ll Do (Responsibilities): Client-Facing Technical Support Diagnose and resolve complex issues involving system configuration, product functionality, backend infrastructure, SQL Server, performance, and potential defects. Remotely access client environments to analyze performance, stability, recovery processes, and system functionality. Interact directly with hospital IT staff via phone, email, online sessions, and occasionally on-site. Act as primary resource for high‑profile escalations, owning resolution efforts for critical issues. Perform root cause analysis on recurring issues and provide permanent solutions. Document all client interactions and troubleshooting steps clearly in case records. Database / System Troubleshooting Work directly with client DBAs and internal teams on advanced SQL Server issues, configuration, AlwaysOn, clustering, and performance tuning. Perform proactive environment reviews to improve system reliability and prevent future incidents. Utilize monitoring tools to analyze performance issues and track system behavior. Internal Collaboration & Continuous Improvement Report defects, design gaps, and enhancement opportunities with development teams. Contribute to and review Knowledge Base articles and internal documentation. Assist field technicians with troubleshooting onsite repair and system-related issues. Prepare technical and operational procedure documentation. Provide subject matter expertise to improve product architecture, support processes, and team effectiveness. Leadership & Growth Serve as a leader and mentor for junior and mid‑level support consultants. Act as a single point of contact for client-specific escalations, including during manager absence. Participate in special projects and provide leadership within project settings. Identify cost-saving opportunities, process improvements, and tools to increase support efficiency. Contribute to hiring and interview activities. Help grow the team by participating in the hiring and interview process. Stay current with new technologies and product updates to maintain your deep knowledge of our organization's products and services. What You'll Need (Requirements): Education: Bachelor’s Degree preferred (IT‑related field a plus). Experience 7–10+ years of relevant technical support experience. 2–3 years in Senior/Expert/Tier 3 support roles (required). Strong background in software support, enterprise systems, and troubleshooting. Proven ability to manage and prioritize 10+ simultaneous investigations. Technical Skills Required / Proficient: Microsoft SQL Server: administration, performance tuning, configuration, troubleshooting. Microsoft technologies: Windows OS, Active Directory, Windows Clustering, AlwaysOn. Networking fundamentals and security concepts. Advanced analytical and diagnostic skills. Scripting (T‑SQL, PowerShell, or equivalent). Understanding of software development life cycle (SDLC). Working Knowledge / Preferred: A strong understanding of the healthcare industry is preferred. Enterprise hosting technologies: Azure, virtualization, cloud platforms, Citrix. Tools such as Fiddler, Wireshark, BlackBox, or system/application monitoring tools. ITIL or relevant technical certifications. Consistently meet and exceed support goals and follow all standard procedures (SOPs), especially those for Patient Safety and Compliance. Soft Skills: Strong verbal and written communication skills. Ability to mentor team members and lead discussions with clients. Business acumen and ability to remain organized in high‑pressure situations. Curiosity, open mindset, and strong commitment to root‑cause resolution. Working Arrangements: Standard workweek schedule with required flexibility. After-hours, on-call, holiday, and peak-period support as needed. Remote role with strong preference for West Coast time zone. Local travel up to 10%. Salary Range $70,000 – $76,000 USD $95,926 to $100,000 CAD Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.