Technical Support Engineer / Senior Technical Support Engineer / Lead Technical Support Engineer (Portfolio Companies: Rhapsody)

Company Description

IGT 1 Outsourcing Lanka (Private) Limited, hereafter referred to as ‘IGT 1 Lanka’, is a Port City registered offshore company owned by three of the largest private equity companies, and a sister company of the largest Sri Lanka technology company, IFS.

We are committed to reinventing company success via offshore growth, expansion, diversity, and an unwavering pursuit of quality. As a leading provider of technology and employee offshore services, we help organizations all over the world navigate the complexities of the modern business environment. Our goal is to provide our customers with an operation that maximize operations, spur growth, allows them to develop and deliver world-class SaaS platforms, and create long-term value.

At IGT1 Lanka we believe that our people are the key to our collective success. We have developed a workplace culture that promotes diversity, teamwork, and ongoing education. We are presently a team of 300+ employees with a plan to double this capacity in the next 12 months.

As such, we are always on the lookout for talented individuals who share our passion for innovation and excellence. Joining IGT1 Lanka means becoming part of a forward-thinking organization that is shaping the future of business within the vibrant new Port City. Together, we can drive change, push boundaries, and build a smarter, more connected world through our offshore operation.

About Rhapsody:

Rhapsody Health is at the forefront of revolutionizing healthcare with cutting-edge technology that drives meaningful change. Our platform empowers healthcare providers and patients to enhance care delivery and streamline processes, making a tangible impact on the healthcare landscape. As a B Corporation, we are deeply committed to balancing purpose with profitability, and our global team spans countries including Canada, Spain, Switzerland, the United Kingdom, the United States, New Zealand and Sri Lanka.

We are seeking Technical Support Engineers to join our mission of transforming healthcare through innovation and excellence. In this role, you'll be instrumental in advancing our world-class healthcare solutions, collaborating closely with product, design, and engineering teams in a dynamic, outcome-focused environment. If you’re passionate about making a difference and thrive in a collaborative setting, we invite you to be part of our journey to redefine healthcare for the better.

Job Description

Description:

We are seeking highly skilled Technical Support Engineers at various levels (Engineer, Senior, and Lead) to join our Rhapsody Support Team. This role is responsible for delivering exceptional technical support, troubleshooting complex integration and product-related issues, and ensuring a seamless user experience for our customers.

As a Technical Support Engineer, you will work closely with clients and internal teams to analyze, diagnose, and resolve technical challenges while documenting solutions and providing guidance on product implementation and integration. Senior and Lead roles will involve mentoring junior engineers, driving process improvements, and handling escalations.

Functional Duties:

• Respond to customer inquiries via phone and email, providing timely and effective support.
• Troubleshoot and resolve software issues, guiding customers through the process.
• Document customer interactions, issues, and resolutions in the Salesforce Service Cloud ticketing system.
• Collaborate with senior engineers and other departments to escalate complex issues when necessary.
• Install and configure Rhapsody software for clients.
• Maintain timely and effective communication with customer contacts and their designated vendor representatives.
• Monitor and track issues to ensure timely resolution and follow-up with customers.
• Stay abreast of Rhapsody product and feature changes to the degree required to confidently present the features to clients.
• Direct Rhapsody clients in the best practices and recommended usage of Rhapsody software features.
• Provide feedback on real-world implementation perspectives to the Dev/QA/Product Management teams via Enhancements and Defects.
• Participate in training sessions to enhance product knowledge and technical skills.
• Ensure client satisfaction for Support issues.
• Serve as part of Support’s 24x7x365 coverage for production-inhibiting issues and/or managed services rotation.

The candidates are required to work North American shift (7.30 p.m. - 4.30 a.m. IST) from Monday - Friday. 

Qualifications

Minimum Requirements:

• Technical skills: Demonstrated ability to independently learn and explain technical concepts. See also Preferred Requirements, below.
• Critical thinking and analytical skills: Demonstrated ability to break complex technical problems into their contributing factors, identify impacts on system behavior, and eliminate variables to better define the issue.
• Communication: Demonstrated ability to clearly and concisely express yourself, both verbally and in writing. English fluency required.
• Customer service: Demonstrated ability to be patient, sympathetic, and diffuse frustration.
• Interpersonal skills: Demonstrated ability to build rapport and trust with customers and colleagues.
• Time management: Demonstrated ability to manage multiple tasks, set clear expectations, and complete assigned tasks in a timely manner.

Preferred Skills: 1 or more years of experience with 5 or more of the following:

• Basic networking concepts (e.g., VPNs, firewall clearances)
• Troubleshooting TCP/IP handshakes and headers (e.g., using Wireshark)
• Cryptography/encryption (TLS, SSL, private v public keys, encryption algorithms, certificate generation & install, self-assigned v CA certificates)
• Web services (REST, SOAP, XML, JSON, Postman, SOAPUI)
• Relational Databases (SQL queries, JDBC, ODBC, installing SQL drivers)
• Other communication protocols, such as SSH, SFTP, Amazon S3, AMQP, and Kafka
• Programming in Javascript, Python, and/or Groovy
• Java-based application technical stack components (e.g., JDK, Apache Tomcat, Apache Karaf, Apache TinkerPop/Gremlin)
• HL7 & FHIR
• Basic system administration (Linux/Unix, Windows) and command shells (e.g., PuTTY, Powershell, sh and its variants)
• Log analysis (e.g., Log4j, Logback)
• Cloud infrastructure monitoring tools (e.g., AWS Management Console, DataDog, Coralogix, Grafana)
• Basic use of “Infrastructure as Code” tools (e.g., Ansible, Gitlab pipelines)

Educational/ Professional Qualification

Bachelors in computer science, information systems, healthcare or related field, or comparable work experience.