Expert Technical Support Consultant

Job Title: Expert Technical Support Consultant

Location: Remote – Canada and US (PST / MST time zone)

About Altera Digital Health

At Altera, we are on a mission to create a healthier world with advanced digital health solutions. We are looking for a passionate Expert Technical Support Consultant to join our team.  In this senior role, you will provide advanced technical support to our clients through phone, email, and instant messaging. You will be responsible for assessing and resolving complex system and service issues, using your expert judgment and advanced problem-solving skills to ensure client success.

What You’ll Do (Responsibilities):

Client-Facing Technical Support

• Diagnose and resolve complex issues involving system configuration, product functionality, backend infrastructure, SQL Server, performance, and potential defects.

• Remotely access client environments to analyze performance, stability, recovery processes, and system functionality.

• Interact directly with hospital IT staff via phone, email, online sessions, and occasionally on-site.

• Act as primary resource for high‑profile escalations, owning resolution efforts for critical issues.

• Perform root cause analysis on recurring issues and provide permanent solutions.

• Document all client interactions and troubleshooting steps clearly in case records.

Database / System Troubleshooting

• Work directly with client DBAs and internal teams on advanced SQL Server issues, configuration, AlwaysOn, clustering, and performance tuning.

• Perform proactive environment reviews to improve system reliability and prevent future incidents.

• Utilize monitoring tools to analyze performance issues and track system behavior.

Internal Collaboration & Continuous Improvement

• Report defects, design gaps, and enhancement opportunities with development teams.

• Contribute to and review Knowledge Base articles and internal documentation.

• Assist field technicians with troubleshooting onsite repair and system-related issues.

• Prepare technical and operational procedure documentation.

• Provide subject matter expertise to improve product architecture, support processes, and team effectiveness.

Leadership & Growth

• Serve as a leader and mentor for junior and mid‑level support consultants.

• Act as a single point of contact for client-specific escalations, including during manager absence.

• Participate in special projects and provide leadership within project settings.

• Identify cost-saving opportunities, process improvements, and tools to increase support efficiency.

• Contribute to hiring and interview activities.

• Help grow the team by participating in the hiring and interview process.

• Stay current with new technologies and product updates to maintain your deep knowledge of our organization’s products and services.

What You’ll Need (Requirements):

• Education: Bachelor’s Degree preferred (IT‑related field a plus).

• Experience

  • 7–10+ years of relevant technical support experience.

  • 2–3 years in Senior/Expert/Tier 3 support roles (required).

  • Strong background in software support, enterprise systems, and troubleshooting.

  • Proven ability to manage and prioritize 10+ simultaneous investigations.

Technical Skills

Required / Proficient:

• Microsoft SQL Server: administration, performance tuning, configuration, troubleshooting.

• Microsoft technologies: Windows OS, Active Directory, Windows Clustering, AlwaysOn.

• Networking fundamentals and security concepts.

• Advanced analytical and diagnostic skills.

• Scripting (T‑SQL, PowerShell, or equivalent).

• Understanding of software development life cycle (SDLC).

Working Knowledge / Preferred:

• A strong understanding of the healthcare industry is preferred.

• Enterprise hosting technologies: Azure, virtualization, cloud platforms, Citrix.

• Tools such as Fiddler, Wireshark, BlackBox, or system/application monitoring tools.

• ITIL or relevant technical certifications.

• Consistently meet and exceed support goals and follow all standard procedures (SOPs), especially those for Patient Safety and Compliance.

Soft Skills:

• Strong verbal and written communication skills.

• Ability to mentor team members and lead discussions with clients.

• Business acumen and ability to remain organized in high‑pressure situations.

• Curiosity, open mindset, and strong commitment to root‑cause resolution.

Working Arrangements:

• Standard workweek schedule with required flexibility.

• After-hours, on-call, holiday, and peak-period support as needed.

• Remote role with strong preference for West Coast time zone.

• Local travel up to 10%.

Salary Range

$95,926 to $100,000 CAD