Andor Health · 21 hours ago
Application Support Engineer - Level 3
Orlando, FL
Full-time
Onsite
Senior Level
$60K/yr - $80K/yrAndor Health is a company focused on providing innovative healthcare solutions, and they are seeking a Level 3 Application Support Engineer. This role serves as the technical authority, resolving complex issues and ensuring product stability while mentoring lower-tier support teams.
Artificial Intelligence (AI)Health Care
Responsibilities
Serve as the definitive technical authority and the vital bridge between the customer-facing teams and the Engineering department
Resolve the most complex, 'non-routine' issues that require deep-dive code analysis, database querying, or architectural troubleshooting beyond the scope of standard support playbooks
Act as strategic guardians of product stability; identify systemic patterns in failures to advocate for long-term code fixes and mentor lower tiers to improve the department's overall technical velocity
Serve as the subject matter expert for healthcare data exchange (HL7/FHIR), ensuring seamless integration between the platform and clinical systems
Partner with Implementation teams to audit client customizations and QA teams to validate enhancements before production release
Act as the definitive authority for issues Tiers 1 and 2 cannot resolve
Perform deep log analysis via Windows Event Viewer or macOS Console
Translate front-end issues into actionable technical requirements for developers, distinguishing between environmental gaps and code-based bugs
Use Power BI and Azure Monitor to identify system instability or emerging failure trends before they impact the end-user
Refine data queries and reporting structures to better measure customer satisfaction and system uptime
Identify knowledge gaps within Tier 1 and 2 teams
Design and lead 'Deep-Dive' training sessions to increase the department's technical velocity
Act as the 'Voice of the Customer,' advocating for product feature improvements based on recurring technical friction points
Independently identify and manage critical system outages, coordinating stakeholder communication and internal escalations through to resolution
Assist leadership with team scheduling and supervision of Level 1 agents, ensuring queue velocity is maintained without direct oversight
Qualification
Required
Foundational (Required): CompTIA A+, Microsoft Azure Fundamentals (AZ-900), ITIL 4 Foundation, or equivalent knowledge and experience
Multi-Platform OS Diagnostics: Expert-level support for Windows (10/11), macOS, iOS, and Android. This includes resolving profile corruption, driver conflicts, and registry/plist issues
Advanced Troubleshooting: Proficiency in network diagnostics (DNS, latency, packet tracing) using tools like Ping Plotter, Ninja RMM, or VPN client stability monitors
Support & Collaboration Ecosystem: Mastery of the ticket lifecycle and inter-departmental workflows within Zendesk, Slack, and Azure DevOps
Data & Interoperability Literacy: Working knowledge of SQL concepts and API/APK structures. Ability to navigate healthcare data standards, specifically HL7 (ADT, SIU) and FHIR
Standardized Communication: High-level verbal and written skills for documenting complex resolutions in the internal Knowledge Base and providing clear updates to customers
Interoperability Leadership: Serve as the subject matter expert for healthcare data exchange (HL7/FHIR), ensuring seamless integration between the platform and clinical systems
Final Escalation Point: Act as the definitive authority for issues Tiers 1 and 2 cannot resolve. Perform deep log analysis via Windows Event Viewer or macOS Console
Liaison to Engineering: Translate front-end issues into actionable technical requirements for developers, distinguishing between environmental gaps and code-based bugs
Trend Identification: Use Power BI and Azure Monitor to identify system instability or emerging failure trends before they impact the end-user
Operational Optimization: Refine data queries and reporting structures to better measure customer satisfaction and system uptime
Mentorship: Identify knowledge gaps within Tier 1 and 2 teams. Design and lead 'Deep-Dive' training sessions to increase the department's technical velocity
Process Advocacy: Act as the 'Voice of the Customer,' advocating for product feature improvements based on recurring technical friction points
Incident 'Swarming': Independently identify and manage critical system outages, coordinating stakeholder communication and internal escalations through to resolution
Operational Oversight: Assist leadership with team scheduling and supervision of Level 1 agents, ensuring queue velocity is maintained without direct oversight
Preferred
Senior (Preferred): Microsoft Azure Administrator (AZ-104), CompTIA Network+ or Cisco CCNA, CompTIA Security+, Apple Certified Support Professional (ACSP)
Specialized (Preferred): HL7 FHIR Proficiency, Microsoft Power BI Data Analyst (PL-300), Azure Data Fundamentals
Company
Andor Health
Andor Health focuses on empowering clinicians to design their own digital experiences
Founded in 2018
51-200 employees
H1B Sponsorship
Andor Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (8)
2023 (1)
2022 (5)
2021 (2)
2020 (4)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
M12 - Microsoft's Venture Fund
2020-11-30Series A
Leadership Team
Raj Toleti
Founder, CEO & Chairman
Recent News
International Business Times
2025-11-27
Company data provided by crunchbase