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Senior Executive, Support Specialist

    • Malaysia
  • Product

Job description

[#wearehiring] [If you are not viewing this at our career site, please go to tinyurl.com/wcgcareers for a better application experience]

WhiteCoat (https://whitecoat.global) is a regional digital healthcare provider founded and headquartered in Singapore, offering on-demand telemedicine services and other services through innovation and data-driven technology. WhiteCoat’s core services include primary care tele-consultations, chronic disease management, health screening services and home-based medical services. As a digital healthcare leader, WhiteCoat partners global insurance giant, AIA, large conglomerates and other government, and financial organisations to spearhead the way for wider access to affordable healthcare across the Southeast Asia region.

Job requirements

Job Overview:
We are seeking a Technical Product Support Specialist at Level 2 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.


Requirements:
  • 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.


What We Offer

  • Competitive salary
  • Opportunity to make a significant impact on healthcare access in Southeast Asia
  • Fast-paced, growth-oriented environment with ample professional development opportunities
  • Additional perks and benefits

What should you do next?

If you're a tech-savvy problem solver passionate about making a difference in healthcare, we want to hear from you! Please send your CV and a compelling cover letter to us! 

Go to our career page at WhiteCoat Career Page, hit the apply button and we will be in touch!

Only shortlisted candidates will be contacted for further assessment.


Why Join Us?

Great & Best Place To Work!
Great & Best Place To Work!


We are A GREAT & BEST PLACE TO WORK! 92% of our employees say we are a great place to work compared to 53% of employees at a typical Global company. While people are at the center of what we do as an organisation, we can only do so if we do right by our people. And we know we can only get better by bringing in talents like you to grow together as we strive to become the healthcare provider and the employer of choice.


If you join us, you will become part of a diverse and inclusive team of passionate healthcare and technology professionals, a number that has been growing since we started in 2017. As we embark on our growth plan in the region, we will more than double our team as we move into 2025. Our team is led by some of the most experienced individuals in their respective fields.


WhiteCoat is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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