Application Engineer - Database

Summary

DrFirst is a healthcare IT company that develops intelligent medication management and healthcare workflow solutions. The Application Engineer - Database provides Tier 3 technical support for DrFirst applications by diagnosing complex issues, protecting production data integrity, and resolving database and application problems. The role also drives Python-based automation, process improvements, and collaboration with Development, Product, EDW, and DevOps teams.

Responsibilities

• Triage cases escalated from Tier 2 and interdepartmental teams to determine root cause of client-reported issues
• Manage all assigned cases in accordance with documented service level agreements established for each customer's support plan
• Resolve issues of varying complexity by querying production and CERT databases, performing in-depth troubleshooting and analysis of escalated cases through remote sessions, reproducing issues in appropriate environments, and partnering with technical departments to achieve resolution
• Contribute to ongoing process improvement within the Operations Team to reduce the volume of tickets escalated to Customer Support
• Drive automation and process-improvement initiatives through the development of Python scripts and related tooling
• Identify application enhancements and incidents within DrFirst products, communicating progress and findings to appropriate stakeholders
• Collaborate with Development and Product teams to recreate issues in test/beta environments, providing the details and environment configurations needed to reproduce global incidents
• Monitor and maintain database applications responsible for ingesting data from multiple sources, troubleshooting data-loading issues to ensure accuracy and availability
• Lead special projects to implement new processes and applications across core business teams
• Prioritize and manage multiple concurrent tasks to deliver optimal solutions for customers
• Maintain production data integrity and data quality across transactional and historical DrFirst databases, liaising with cross-functional teams to resolve data issues
• Partner with the Database Persistence Team on database cleanup initiatives using PL/SQL, Python, and related tools to ensure high-quality customer experience
• Collaborate with the EDW team to build BI analytics dashboards and implement custom data solutions that enhance customer relationship management
• Work closely with DevOps to troubleshoot and resolve system-critical issues requiring immediate defect resolution
• Serve as the Tier 2 escalation point for advanced, critical customer issues and own Tier 3 ticket queue management and resolution

Skills

• Expert knowledge of relational databases (Oracle/PostgreSQL), using PL/SQL and ability to write complex SQL queries in DBeaver, pgAdmin etc
• Proficiency in Python and scripting for automation, data analysis, and process improvement
• Familiarity with DevOps practices, monitoring tools, and incident management workflows
• 2+ years of professional Tier 1/Tier 2 experience
• Desire to provide extraordinary customer support for internal and external clients
• Excellent analytical, technical, and interpersonal skills
• Ability to work independently and in a dynamic/up-tempo environment
• 90% Desk work
• 10% Remote meetings with internal teams and occasional customer calls
• Master's degree preferred
• Healthcare IT experience desired
• MAC OS, Database or Windows OS certifications desired (optional)

Qualifications

Must Haves

• Expert knowledge of relational databases (Oracle/PostgreSQL), using PL/SQL and ability to write complex SQL queries in DBeaver, pgAdmin etc
• Proficiency in Python and scripting for automation, data analysis, and process improvement
• Familiarity with DevOps practices, monitoring tools, and incident management workflows
• 2+ years of professional Tier 1/Tier 2 experience
• Desire to provide extraordinary customer support for internal and external clients
• Excellent analytical, technical, and interpersonal skills
• Ability to work independently and in a dynamic/up-tempo environment
• 90% Desk work
• 10% Remote meetings with internal teams and occasional customer calls

Nice to Haves

• Master's degree preferred
• Healthcare IT experience desired
• MAC OS, Database or Windows OS certifications desired (optional)

Benefits

• Eligible for a Discretionary Performance-based bonus
• Medical, dental, and vision insurance
• 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule
• HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
• 100% company paid short and long-term disability, AD&D, and group life insurance
• Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
• Employee Assistance Program
• Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
• Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances
• DrFirst is committed to being a Remote-First company, creating a dynamic and flexible workplace where everyone can thrive, no matter where they log in from.