Associate Systems Support Engineer(Application support & Monitoring)

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Key Responsibilities:

Provide high-level client support, track ongoing issues, and facilitate resolutions.

Deliver regular client updates and presentations on a weekly/monthly basis.

Act as the primary contact for any application or database performance issues.

Utilize AppDynamics, Logic Monitor, and similar tools for application performance monitoring and evaluation.

Identify, assess, and drive issues and bugs towards resolution.

Maintain issue tracking and resolution across the client base.

Address complex application and database performance challenges and ensure resolution.

Convert identified issues into alerts and establish operational workflows with relevant teams.

Prepare technical and operational documentation as required.

Participate in regular technical and leadership meetings to provide progress updates.

Work in a 24/7 operational environment with rotational shifts.

Responsible for Level 2 analysis, troubleshooting, and resolution.

Experience & Skills:

• Proven experience with Application/Infrastructure Monitoring tools.
• 2+ years of experience in Application Support/Monitoring.
• Must be willing to work in shifts
• Proficiency in tools such as Logic Monitor, DynaTrace, AppDynamics, or NewRelic.
• Strong grasp of Windows server infrastructure, including. .NET-based application support, IIS, and server performance metrics.
• Familiarity with Windows cluster, COM+, and Log Parser.
• Basic understanding of Networking and Azure Monitoring.
• Intermediate to advanced SQL skills (SQL Jobs, queries, blocking, Always On).
• Experience with IT Service Management tools (e.g. ServiceNow).
• Knowledge of the ITIL framework (Certification is advantageous).
• Experience in international support environments (preferably US or Europe) with excellent verbal and written English skills.

Education & Certifications:

• Bachelor’s degree in computer science or IT.
• Relevant IT certifications are a plus.
• Strong interpersonal and communication skills are essential for maintaining a customer-centric focus, documenting processes, and effective team communication.

 Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:

HR.Recruiting@AlteraHealth.com