Andor Health · 2 days ago
Application Support Engineer - Level 3
Orlando, FL
Full-time
Onsite
Senior Level
$60K/yr - $80K/yrAndor Health is seeking a Level 3 Application Support Engineer who serves as the definitive technical authority between customer-facing teams and the Engineering department. The role focuses on resolving complex issues, advocating for product stability, and mentoring lower tiers to enhance the department's technical velocity.
Artificial Intelligence (AI)Health Care
Responsibilities
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
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
CompTIA A+
Microsoft Azure Fundamentals (AZ-900)
ITIL 4 Foundation
Expert-level support for Windows (10/11), macOS, iOS, and Android
Proficiency in network diagnostics (DNS, latency, packet tracing)
Mastery of the ticket lifecycle and inter-departmental workflows within Zendesk, Slack, and Azure DevOps
Working knowledge of SQL concepts and API/APK structures
High-level verbal and written skills for documenting complex resolutions
Serve as the subject matter expert for healthcare data exchange (HL7/FHIR)
Partner with Implementation teams to audit client customizations
Act as the definitive authority for issues Tiers 1 and 2 cannot resolve
Translate front-end issues into actionable technical requirements for developers
Use Power BI and Azure Monitor to identify system instability or emerging failure trends
Refine data queries and reporting structures to better measure customer satisfaction and system uptime
Identify knowledge gaps within Tier 1 and 2 teams
Act as the 'Voice of the Customer,' advocating for product feature improvements
Independently identify and manage critical system outages
Assist leadership with team scheduling and supervision of Level 1 agents
Preferred
Microsoft Azure Administrator (AZ-104)
CompTIA Network+ or Cisco CCNA
CompTIA Security+
Apple Certified Support Professional (ACSP)
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