Technical Support Engineer

About WhiteCoat

WhiteCoat is a Singapore-headquartered omnichannel provider of integrated health and wellness services that serves as the first and single touchpoint for all care needs in Southeast Asia.

Since launching in 2018, WhiteCoat's digital platform powers a wide range of services including tele- and in-person consultations, as well as medication fulfilment and diagnostic testing, across primary, specialist and allied care. With a focus on the B2B space, WhiteCoat has forged strategic partnerships with the region's leading insurers, corporates and care providers, to provide accessible and affordable high-quality care to its users.

The Group currently has offices in Singapore, Indonesia, Malaysia and Vietnam. For more information on WhiteCoat, please visit https://whitecoat.global.

What you will be doing

We are seeking a Technical Support Engineer to join our expert support team. This role requires a candidate with a strong technical background—preferably a former software engineer or business analyst—with in-depth knowledge of software systems, databases, and healthcare IT environments. The specialist will handle advanced technical support cases, work closely with cross-functional teams, and contribute to the continuous improvement of our products.

Key Responsibilities:

Advanced Technical Support:

• Provide Level 2 technical support for Whitecoat's suite of healthcare software products.
• Diagnose and resolve complex software issues, including application errors, system integrations, and performance problems.
• Analyze log files, error reports, and system data to identify root causes.
• Utilize debugging tools and techniques to troubleshoot issues at the code level when necessary.

System Integration and Configuration:

• Assist clients with the installation, configuration, and optimization of Whitecoat products in various environments.
• Provide support for system integrations with third-party applications, APIs, and healthcare data standards.
• Troubleshoot network-related issues affecting software performance and connectivity.

Database Management:

• Perform advanced queries and analyze database issues using SQL.
• Support database migrations, backups, and restorations in collaboration with client IT teams.
• Optimize database performance and advise on best practices.

Collaboration with Development Teams:

• Work closely with software developers and QA teams to escalate and resolve product defects.
• Participate in code reviews and provide feedback to development teams based on support insights.
• Contribute to the development of patches and updates for critical issues.

Documentation and Knowledge Base:

• Create and maintain detailed technical documentation, including troubleshooting guides, technical notes, and knowledge base articles.
• Document all support activities in the ticketing system with thorough explanations and resolution steps.

Continuous Improvement:

• Identify recurring technical issues and propose solutions to mitigate them.
• Provide feedback to product management on customer needs and potential product enhancements.
• Stay current with emerging technologies relevant to Whitecoat's products and the healthcare IT industry.

Our Benefits

• Make a Real Impact: Opportunity to contribute to a leading digital health company's rapid growth.
• Fast-paced Start-up Environment: Experience an environment where you get to own and make tangible impact without bureaucracy getting in the way of rapid decision-making.
• Great Team: Collaborate with intelligent, friendly, and supportive professionals from diverse backgrounds.
• Hands-on Learning & Growth: Gain hands-on experience in strategy, partnerships, operations, and product innovation within a growing industry.
• Competitive Compensation & Benefits: Competitive compensation and performance-based bonus.

What we are looking for

Education:

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related technical field.

Experience:

• Minimum of 4 years of experience in technical support, software engineering, or as a business analyst in a technical domain.
• Proven experience with healthcare IT systems and understanding of healthcare data standards is highly desirable.
• Prior experience as a software engineer or business analyst working with complex software systems.

Technical Skills:

Programming Languages:

• Proficiency in at least one programming language such as Java, C#, or Python.
• Ability to understand and read code for debugging purposes.

Databases:

• Strong SQL skills and experience with relational databases (e.g., MySQL, PostgreSQL, SQL Server).
• Experience with database performance tuning and optimization.

Tools and Technologies:

• Experience with RESTful APIs, web services, and microservices architecture.