Tier 3 Production Support Engineer

Keystone AI is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at Keystone AI matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. Be part of the team that’s poised to transform the fight against cancer. Backed by the strength of a Fortune 9 company, our entrepreneurial organization develops technologies used by the oncology community to deliver evidence-based, personalized care, as well as insights used by biopharma companies to accelerate drug development and support the entire treatment journey. Our work powers informed decision-making at every pivotal moment in oncology – from the treatment options presented to patients, to the operational considerations for oncology practices, design of clinical trials, and the commercial launch plans for new therapies. The Product Support Representative acts as a technical and consulting resource for moderately complex issues related to the implementation and management of Ontada’s technology products. You will provide third-level support for the Production and some lower-level environments, acting as a technical resource in all phases of design, implementation, testing and deployment of the product lifecycle, including post-production support. The Sr. Product Support Representative continuously gains an understanding of Ontada’s business operations and processes, and how systems are used in support of those operations. Key Responsibilities Deliver world-class, “white-glove”, customer support experiences, providing clinical application support to customers, peers, and stakeholders. Research, evaluate, and recommend solutions within the Production environments to improve performance and efficiency Logging and management of defects, enhancements and other incident types in Jira Reporting and escalation to management, compliance, security, engineering and others as needed Take ownership of identified defects and issues in our production and non-production applications that cannot be triaged by other support teams, to replicate and determine the root cause and impact Test, validated, and implement new technology solutions and modifications before they become operational and in production Perform negative testing in uncommon use-cases on new/beta features to ensure Ontada releases are of the highest quality possible Develop and maintain detailed flow charts, work process documents, and appropriate procedures that support the production architecture Compile information and data and prepare reports related to Production application(s) Assist and participate (along with other teams) in product development ceremonies, contributing to comprehensive implementation and post-production support project plans Use the Ontada Incident Management and Major Incident Management processes to resolve third-level incidents as assigned Actively maintain and improve personal and technical skills with appropriate materials via books, websites, newsletters, seminars, education and training. Act as the “Service Owner” of the support model for Ontada Technology Solutions, driving the customer-first mindset and demonstrating your commitment to Keystone AI iLEAD, i2CARE, and Ontada Culture Promote effective teamwork among cross-functional teams and provide day to day direction for core team Ensure that requirements to internal and external customers are met in a timely and cost-effective manner; solicit feedback from customers to identify opportunities to improve products and/or services; resolve minor conflicts and involve team members in problem resolution. Maintain an in-depth understanding of Ontada technology solutions and life sciences products with ability to quickly analyze information coming from other teams and work to urgently triage and identify potential root causes Maintain a thorough understanding of regulatory requirements and healthcare initiatives in the Community Oncology setting and how Ontada supports these customer needs Maintain knowledge of healthcare technology interoperability and Ontada standard integrations; providing analysis of HL7, XML and other interface messaging formats to troubleshoot and resolve interface incidents Assist in the development of self-help tools, templates, processes, and protocols and facilitate training on upcoming releases, integrations, enhancements, and defect resolution. On-call support is required on a rotational basis during the week and on weekends for planned Major or Minor Release Initiatives or unplanned Major Incidents. Minimum Requirement Degree or equivalent and ty