_x000D_* Interacts with client hospital IT staff via phone and email to help troubleshoot and resolve highly complex product problems or issues, with a focus on backend infrastructure and the database._x000D_ * Connects to client environments to diagnose and resolve complex customer questions or problems in the areas of system performance and stability, as well as product installation and system functionality._x000D_ * Communicates progress and resolution to the client and documents all work in a case record._x000D_ * Assists field technicians who are troubleshooting problems or repairing product_x000D_ * Conducts performance monitoring, utilizing database management tools to evaluate and resolve performance problems._x000D_ * Report defects and design issues to our development teams._x000D_ * Stays abreast of current technology in products, design changes and new products offered._x000D_ * Documents problems and solutions as articles for our Knowledge Base and reviews and approves knowledge articles written by others._x000D_ * Reports defects and design issues to our development teams._x000D_ * Works on most complex database related issues directly with client DBAs, development and external consultants._x000D_