Technical Support Consultant - Req 2244

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Job Qualifications

Minimum Qualifications:

• Proficiency in SQL, including writing basic to moderately complex queries, working with MS SQL Server and T-SQL, and understanding fundamentals of SQL Profiling and performance tuning.
• Good understanding of Windows Server administration (task scheduler, folder permissions, basic security settings, and storage configurations).
• Experience in troubleshooting and supporting Microsoft Windows Server and SQL Server environments.
• Hands-on experience in software/product support with strong troubleshooting and analytical capabilities.
• Good understanding of the software development life cycle.
• Ability to work well both in a team environment and independently.
• Excellent written and verbal communication skills for effective client interaction.
• Experience of working with international clients.

Additional Qualifications (Nice to Have):

• Awareness of healthcare applications, patient care environments, or industry-specific terminology.
• Entry-level certifications in Microsoft SQL, Windows Server, or Healthcare IT (optional but preferred).
• Exposure to HL7 or other healthcare interface standards is a plus.
• Ability to prioritize tasks and provide customer-focused support.

Soft Skills & Behavioral Competencies:

• Good problem-solving and troubleshooting skills.
• Excellent communication skills (both written and spoken).
• Capable of working independently to address routine issues and escalate when necessary.
• Collaborative and team-oriented mindset.
• Flexible to work in shifts and provide after-hours or on-call support when required.
• Typically requires 2–4 years of experience in a support or related role within IT or healthcare..

Day-to-Day Responsibilities

•      Provide software application support to hospital IT staff via remote administration technologies.

•      Troubleshoot and resolve moderate to complex software issues for international clients.

•      Track and document inbound requests while ensuring proper case documentation, adherence to standard operating procedures, and meeting SLAs.

•      Educate clients on application functionality and software error resolution while providing feedback to the product development team.

•      Handle priority support cases, including incidents and requests, taking necessary action and providing regular client updates.

•      Create knowledge base articles and document defects as part of problem management processes.

•      Utilize change management and patient safety processes.

•      Collaborate with cross-functional teams such as Development, QA, and Implementation.

•      Participate in team knowledge-sharing sessions and product KT activities.

•      Support escalation calls (P1/P2-level) and assist in bridge calls when needed.

•      Provide on-call production support on a rotational basis for P1 and P2 tickets.

•      Engage with clients, vendors, and internal teams to ensure issue resolution and client satisfaction

Working Arrangements

• Flexible policy allowing employees to work from home and/or office.
• Willingness to work in a 24×5 shift model.
• Willingness to work during after-hours and holidays as on-call support.

 Altera 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 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:

HR.Recruiting@AlteraHealth.com