Technical Support Specialist

InterSystems is looking for talented and curious problem‑solvers eager to join a team of experts working with cutting‑edge technologies. In this role, you’ll sharpen your technical and professional skills in a collaborative environment where teamwork and innovation go hand in hand. You’ll be partnering with developers from our technology ecosystem to help them build and support real‑world applications that make a tangible impact. You’ll also work closely with some of Italy’s most influential healthcare organizations, contributing to projects that shape the future of the industry.

Responsibilities:

• Provide immediate response to customer inquiries in accordance with service standards.
• Provide technical support for application development using InterSystems’ technology stack.
• Provide advice and best practices to Partners for technical areas such as installation, configuration, development as well as operation of InterSystems’-based products.
• Provide technical support for troubleshooting and performance analysis.
• Escalate Open (unresolved) problems in accordance with current policies and procedures
• Production of training materials for technical courses such as system custom development.
• Production of technical documentation such as reference materials, installation instructions, user guides, knowledge-base articles and how-to’s.
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
• Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
• Participate in on-site technical training if required
• Participate in on-site Support related meeting with customers/partners if required
• Participate in the on call 24 hour roster service
• Participate in on-site implementations if required

Qualifications:

• Knowledge of web oriented languages, including HTML, and Javascript.
• Experience with SQL, data analysis and database methodologies
• Knowledge of programming languages – ideally Java or C++
• Experience working in software not limited to a Developer, Quality Engineer and/or Solutions Architect
• Experience with data analysis and database methodologies
• Be able to design and write technical documents.
• Well versed in Internet / Intranet concepts
• Experience within InterSystems products (Cache, Ensemble) highly desirable but not required
• Ability to work in team (with colleagues/partners eventually located in different town/countries
• BS or MS in Computer Science or equivalent is desirable but not mandatory
   
  o Demonstrated ability to learn, evaluate, adapt to, propose and implement AI-augmented workflows in order to continually enhance your own, and the team’s, productivity
  o Experience using AI-assisted tools (e.g. copilots, summarisation tools, or chatbots) to investigate, triage, or document complex support cases, with an ability to critically evaluate and verify AI-generated outputs
  o Ability to construct effective prompts for LLM-based tools to (for example) extract structured information from clinical documentation, support logs, or knowledge bases
  o Practical experience using AI-powered developer or diagnostic tools (e.g. GitHub Copilot, AI log analysis, or intelligent monitoring platforms) to investigate system issues, interpret error patterns, or accelerate root cause analysis

As an equal opportunities employer, InterSystems does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our organization.