Client Support Engineer
Your Daily Mission
The Client Support Engineer is responsible for diagnosing and resolving complex interoperability issues across the organization’s data exchange ecosystem. This role performs deep technical analysis of interoperability failures—including FHIR APIs, HL7 messaging, and network integration by analyzing logs, system behavior, and data flows. This position owns root cause determination, partners with Engineering and Product to drive resolution, and supports customer escalations alongside integration leadership. The role also contributes to operational improvement through knowledge sharing and light data analysis. Primary focus on two interoperability frameworks, with exposure to additional networks over time. Works across internal systems, external networks, and third-party partners. Operates in a fast-paced, issue-driven environment with a focus on reliability and resolution.
Who You Are
Bachelor’s degree in computer science, Information Systems, Engineering, or related field or 3+ equivalent experience
Experience troubleshooting interoperability solutions, including:
FHIR APIs
RESTful APIs using oAuth
Experience analyzing logs and diagnosing issues in distributed systems
Experience executing queries (e.g., SQL) and working with data to support troubleshooting
Familiarity with interoperability platforms and tools (e.g., interface engines such as InterSystems, monitoring tools such as Datadog)
Strong analytical and problem-solving skills
HL7 messaging troubleshooting interoperability solutions
SOAP APIs troubleshooting interoperability solutions
GCP cloud experience
The Reality of the Role
Interoperability Troubleshooting & Diagnosis
Diagnose complex interoperability issues across FHIR APIs, HL7 messaging, IHE Profiles, RESTful APIs, SOAP APIs, and network integrations (e.g., ITI-41, ITI-43, etc.)
Investigate issues such as API timeouts, latency, message delivery failures, and data inconsistencies
Trace issues end-to-end across systems, interface engines, and external partners
Root Cause Analysis
Analyze logs, payloads, and system behavior to determine root cause
Own and defend root cause conclusions
Differentiate between software defects, configuration issues, network failures, and external dependencies
Escalate complex or disputed findings through defined channels
Engineering & Product Collaboration
Partner with Engineering to validate and resolve issues
Create clear, actionable Jira tickets with supporting evidence (logs, queries, payloads, impact)
Recommend improvements based on findings; Product drives prioritization and follow-through
QA product fixes to validate resolutions
Customer Escalation Support
Participate in customer escalation calls alongside Integration Manager
Provide technical insight and support during issue resolution
Translate technical findings into clear, understandable communication when needed
Data Analysis & Reporting
Execute basic queries and leverage existing reports to support troubleshooting
Identify trends or recurring issues where possible
Knowledge Sharing & Operational Enablement
Develop runbooks, playbooks, and knowledge articles for repeatable issues
Enable support teams to resolve recurring problems independently
Identify recurring patterns in interoperability issues and contribute recommendations for system and process improvements
Other duties assigned by leadership.
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