Microsoft (Nuance Communications) - Senior Service Engineer
- Present
Provide advanced technical support, system administration, and integration expertise for healthcare customers, acting as a primary technical owner for complex production issues, upgrades, identity/authentication configurations, and data pipeline health. My current role blends application support, infrastructure troubleshooting, healthcare interoperability (HL7), security/identity management, and customer-facing technical leadership, frequently operating as the escalation point between customers, internal engineering, and external vendors.
- Diagnose and resolve issues involving application slowness, database capacity, message backlogs, service outages, and user access failures.
- Perform deep analysis using logs, audit trails, SQL queries, and message queues to identify root cause and remediation paths.
- Work closely with interface vendors (e.g., Ellkay, Epic, MEDITECH) to resolve translation and interoperability issues.
- Support and troubleshoot SSO configurations, including ADFS, SAML, Auth0, certificate-based authentication, and metadata issues.
- Identify and resolve certificate chain problems, expired certificates, missing intermediates, and login failures (403s, refresh loops). Coordinate certificate renewals and identity changes with customer security teams and internal stakeholders.
- Plan, execute, and support Clintegrity upgrades across test and production environments.
- Act as a trusted technical advisor to healthcare customers during incidents, upgrades, and integration projects.
- Partner closely with peers across support, engineering, implementation, and product teams.