Expert Database Support Analyst

Job Title : Expert Database Support Analyst (Healthcare Software – Interoperability Focus)

Location : Remote – Canada (PST / MST time zone)

JOB SUMMARY

The Expert Database Support Analyst provides advanced technical support for Altera Solutions by remotely accessing client environments and delivering expert-level troubleshooting for both SQL Server databases and healthcare interoperability workflows.

This role focuses on database performance, system stability, and complex interoperability workflows involving HL7, FHIR, APIs, and third‑party vendor systems.

The analyst independently diagnoses and resolves complex technical issues using advanced problem‑solving skills, deep SQL Server expertise, and healthcare interoperability knowledge.

ESSENTIAL FUNCTIONS / MAJOR RESPONSIBILITIES

EXPERT SQL SERVER SUPPORT

• 7+ years of hands-on SQL Server DBA experience, including performance tuning, query optimization, indexing strategies, Always On, SQL Server Agent jobs, replication, deadlock analysis, and root cause diagnostics.
• Troubleshoots advanced SQL Server issues, including CPU / memory bottlenecks, blocking, missing indexes, poorly performing stored procedures, and T-SQL inefficiencies.
• Writes, debugs, and optimizes complex T-SQL scripts, stored procedures, and queries.
• Connects to client systems to diagnose database-related performance, stability, and functionality issues.
• Performs proactive database health checks, server performance monitoring, capacity analysis, and reliability reviews.
• Works directly with client DBAs and internal development teams on the most complex database challenges.

HEALTHCARE INTEROPERABILITY SUPPORT (Primary Functional Area)

• Troubleshoots and resolves high-complexity interoperability issues involving HL7 v2.x (ADT, ORU, SIU, ORM), FHIR resources, JSON / XML APIs, SFTP batch files, and custom data interfaces.
• Performs advanced root cause analysis on message failures, data mismatches, routing logic issues, HL7 segment problems, schema validation errors, and system connectivity failures.
• Reviews interoperability logs, traces, message queues, and endpoint configurations to identify system-level issues.
• Validates data mappings, message formats, and workflow correctness across multi-system interactions (EHRs, PM systems, third-party vendors).
• Supports interoperability engines such as Sunrise eLink / ISS (or other systems experience such as Rhapsody or Cloverleaf).
• Assists customers with interoperability onboarding, endpoint setup, credential / configuration validation, QA testing, and go-live coordination.

CROSS-TEAM COMMUNICATION & CLIENT SUPPORT

• Interacts daily with hospital IT staff and third-party vendors via phone, email, and remote access to diagnose and resolve complex database and interoperability issues.
• Communicates progress clearly, documents all actions in case records, and ensures high-quality client engagement.
• Assists field technicians during implementation, troubleshooting, and upgrade cycles.
• Serves as the escalation point for complex or high-severity database and interoperability issues.
• Reports defects and design concerns to development, providing clear reproduction steps and technical analysis.

TECHNICAL EXPERTISE & SYSTEMS KNOWLEDGE

• Strong technical knowledge of SQL Server, Windows Server, IIS / web services, Windows event logs, and system-level debugging.
• Preferred : Knowledge of Active Directory, networking fundamentals, SSL / TLS certificates, and VPN / SFTP secure transport.
• Maintains current knowledge of product updates, architecture changes, interoperability capabilities, and emerging healthcare data standards.

KNOWLEDGE MANAGEMENT, LEADERSHIP & CONTINUOUS IMPROVEMENT

• Authors and reviews knowledge base articles, troubleshooting guides, and interoperability documentation.
• Performs recurring root cause analysis to eliminate long-term issues and reduce repeat support incidents.
• Mentors and coaches junior team members in SQL, interoperability analysis, and troubleshooting methodologies.
• Acts as the single point of contact for escalated client situations, providing leadership in the absence of management.
• Performs proactive client environment reviews to improve system reliability and prevent future service disruptions.

ACADEMIC AND PROFESSIONAL QUALIFICATIONS

• BA or BS degree preferred, or equivalent experience / training.
• Microsoft SQL Server and / or Windows Server certifications preferred.

EXPERIENCE

• 7+ years of SQL Server database support, administration, or engineering experience.
• Prior experience in healthcare IT, software support, or interoperability environments strongly preferred.
• Deep familiarity with HL7, FHIR, and healthcare interoperability standards.

TRAVEL REQUIREMENTS

• May require minimal local travel or occasional travel based on business needs.

WORKING ARRANGEMENTS

• May require after-hours, on-call, or weekend support for critical issues or customer needs.

Salary Range

95,926 to $100,000 CAD