Illuminate is an industry leader in clinical data research and data mining primarily focused within the Radiology department of a health system. Our applications and products lead to better patient outcomes and improve departmental accountability and efficacy. 

As a key member of the Implementation and Support team at Illuminate, you will drive the implementation, migration, and upkeep of our products at remote client sites. It's imperative that you have excellent project management, communication, and problem-solving skills in order to meet deadlines and continue to build trust in our products. You'll also be an advocate for our users and champion improvements across the product and implementation processes.

Responsibilities:

• Develop and maintain an in-depth knowledge of Illuminate Products, SDKs, and Infrastructure
• Implement configuration and software installations which meet the requirements of our clients
• Work with Hospitals and Hospital systems to ingest and confirm quality of data relevant to our products
• Manage our Support desk with other teammates a rotating basis
• Working in an on-call rotation on weekends and holidays
• Maintain timely updates and communication with stakeholders and teammates at all levels during ongoing work and resolutions
• Seek to reproduce customer issues, which may include writing or modifying code and, when necessary, work closely with multiple sub-departments within engineering to deliver a speedy resolution
• Analyze, troubleshoot, and evaluate existing network systems
• Work with specific customers closely as their dedicated support agent during go-lives
• Contribute useful content to our internal Knowledge Base and create code samples, tutorials, and articles for the external Knowledge Base
• Work with teammates to document new features, enhancements requests, and product suggestions directly from customers
  

Qualifications:

• 2+ years of technical support in SaaS companies with a focus on real-time production systems
• Customer experience focused; the ability to communicate effectively both verbally and in writing with customers as well as with internal engineers
• Strong experience with at least two of the following languages/frameworks: Python, Java/Android, Ruby, Go, Node, C/C++, Objective-C/Swift, C#
• Extensive experience and skills in debugging and troubleshooting issues
• Working knowledge of Kubernetes a plus
• Excellent project management skills and the ability to stay calm, prioritize, and deliver in a fast-paced work environment
• Deep understanding of third-party integrations, API
• Experience diagnosing and solving networking issues
• Familiarity with virtualized infrastructure
• Practical, day-to-day experience with Linux and proficient at the command line
• Experience with GIT and working with Github repositories and Github PR requests a plus
• Strong database skills with the expertise to write and update SQL queries with ease and in-depth log analysis capabilities
• Knowledge of and experience with security infrastructure and concepts like public-key encryption, keystores, and certificate chains and management