Role Overview

The Senior Technical Specialist is a senior individual contributor within TrakCare Backline Support, the worldwide elite TrakCare support team entrusted with resolving the most complex, business-critical, and escalated issues across the global customer base.

This role is designed for professionals with end-to-end experience across development, implementation, and production support of enterprise healthcare software. Senior Technical Specialists are expected to operate at a full-stack level, capable of recreating complete customer-like environments to diagnose issues, validate fixes, and drive durable solutions.

The role combines deep technical expertise in TrakCare and IRIS, strong understanding of healthcare interoperability, and the ability to lead complex investigations independently. Senior Technical Specialists act as trusted authorities for customers, regional teams, and internal engineering groups, frequently operating under high pressure where system availability, patient safety, and customer confidence are critical.

Core Responsibilities

• Act as a recognized TrakCare subject-matter expert, including core functionality, reporting frameworks, and platform behavior.
• Independently manage high-severity escalations and crisis situations, from triage through root-cause analysis and resolution.
• Provide advanced technical analysis of customer environments, configurations, and system behavior.
• Take end-to-end ownership of complex issues, ensuring durable and well-aligned solutions.
• Collaborate with Engineering, Product, Implementation, and Regional Support teams on escalations, defects, and improvements.
• Identify recurring issues, risks, or product gaps and proactively raise them through appropriate internal processes.
• Contribute to internal documentation, best practices, and knowledge sharing.

Leadership & Collaboration

• Serve as a go-to technical resource within Backline and for regional teams worldwide.
• Mentor and support colleagues through guidance, troubleshooting, and knowledge transfer.
• Communicate clearly and effectively with both technical and non-technical stakeholders.
• Build strong, trust-based relationships with customers and internal teams.

Required Skills & Experience

• Extensive hands-on experience with TrakCare and IRIS.
• Background in development, implementation, and/or support of enterprise healthcare software.
• Strong knowledge of healthcare interoperability standards, such as HL7 and FHIR.
• Ability to operate as a full-stack technical specialist, capable of designing and building complete environments that accurately mirror customer systems for advanced debugging, testing, and root-cause analysis.
• Strong programming and scripting skills, including:
  • InterSystems Caché ObjectScript
  • SQL
  • JavaScript
  • Angular framework
• Ability to resolve complex, non-standard issues independently.
• Strong analytical, diagnostic, and problem-solving skills.
• Ability to operate effectively under pressure and in time-critical situations.
• Excellent written and verbal communication skills.
• Strong learning agility and adaptability.

Senior-Level Expectations

• Operates with minimal supervision and high accountability.
• Trusted by peers, managers, and customers for sound technical judgment.
• Demonstrates leadership through expertise rather than formal authority.
• Consistently delivers high-impact outcomes beyond individual assignments.

 

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We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.