Technical Support Engineer II

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

The Technical Support Engineer III will provide level 3 technical support to Clinical and Non-Clinical groups using TeamSupport. This includes troubleshooting application issues, replicating issues in non-Production environments and working across multiple business units providing updates of open issues. This role will also set up, maintain, and resolve issues around Teladoc sales demo environments (US and Canada) as well as training env when they go on AWS. This position requires a strong functional PM or Business Analyst type position (75%), but also good technical skills (MYSQL/Oracle/Unix

Essential Duties and Responsibilities

• Partner with Level 1 Support to manage, troubleshoot, and resolve complex product or performance issues with the platform. 
• Provide Tier 2 expertise on application related product issues. 
• Field incoming problem tickets from end users to resolve application issues and assign to the appropriate development teams. 
• Assist in managing customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met 
• Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change. 
• Lead improvements by monitoring and developing dashboards to proactively monitor trends, customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity. 
• Work internally with IT teams to make sure all demo sites/application are up to date and accessible.  
• Add/remove/ change data from/in sales demo applications and TeamSupport as needed. 
• Update training materials and process documentation based on support data. 
• Provide guidance (beyond initial training) to individual users to prep them for workflow demos. 
• Document all pertinent end user that is pertinent to the issue. 
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required. 
• Record, track, and document the problem-solving resolution, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. 
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Know when to escalate high priority issues. 
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved. 
• Coordinate with department heads any critical issues that require immediate attention. 
• Participate in the design, development, and delivery of business applications training to the business users. 
• Manage and/or provide guidance to junior members of the team. 
• Gather information, run tests, and report results to Teladoc Health staff for additional troubleshooting, improvements, and process development or revision. 
• Perform advanced data analysis and trend identification to improve reliability and performance of the Teladoc Health network and Products. 
• Participate in investigation/root cause analysis of service disruptions. 
• Use Excel to perform statistical analysis of system status and performance data. 
• Agile Development experience (Confluence and JIRA experience a plus) 
• Excellent Change Management Skills.) 

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Degree in computer science, IT, engineering, or related field.  
• 5+ years of relevant experience or equivalent combination of education and work experience 
• Prior work experience in a Healthcare environment a plus. 
• Understanding of one of the following: IT operations, database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems, or content delivery networks. 
• Knowledge of SQL, SAS or other database management tools including knowledge of writing queries and working with big data. 
• Experience with other statistics/data-management languages (Python, R, etc) a plus 
• Possesses technical experience/background and superb troubleshooting skills.  
• Ability to simplify and convey advanced technical concepts to others with less technical experience. 
• Ability to communicate advance technical details to both technical and non-technical persons. 
• Ability to cover multiple, overlapping complex projects; well organized and adaptable to changing demands. 
• Excellence in written and verbal communication. 
• Innovative, creative, highly motivated, and results-oriented to apply his/her knowledge to resolve complex business problems that are multi-dimensional and often unstructured and without precedent. 
• Strong proficiency in MS Excel and graphical presentation of data 
• Excellent organizational skills. Proactively prioritize work with minimal direction, and effectively manage resources to meet objectives and deadlines. 
• Establish and maintain customer relationships. Build trust and respect by consistently meeting and exceeding expectations. 
• Knowledge of healthcare systems and relevant workflows. 
• Skills in multi-tasking, problem resolution, planning and expediting workflow. 
• Ability to work independently and under pressure to follow through on issues. 
• Ability to communicate clearly and concisely, both verbally and in writing 
• Strong technical skills/ability to communicate effectively with the Product Development Team and Business Stakeholders

Required license or credential needed to perform job: N/A

The above qualifications, knowledge, experience, and/or background are expected but not required for this role.

Travel: ≤10%

Travel percentage reflects an estimate and is subject to change dependent on business needs.

The base salary range for this position is $80,000.00-$85,000.00. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2025. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Teladoc Health will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.