Associate Support Analyst (Customer Support)

About the role

RLDatix is seeking a Riyadh‑based Associate Support Analyst to join its Customer Support team. You will provide technical assistance, resolve moderately complex issues, and help maintain operational stability for our healthcare customers.

Key responsibilities

• Deliver clear, timely technical responses to customer inquiries and handle routine to moderately complex support cases.
• Use established diagnostic methods to investigate problems, support root‑cause analysis, and work with subject‑matter experts.
• Identify escalation triggers, coordinate with L3 Support and Sustained Engineering, manage operational‑level agreements, and produce escalation reports.
• Receive and investigate support tickets via the service‑management portal, provide on‑call support for critical (P1) incidents, and keep stakeholders informed.
• Collaborate with Product Management to understand new features, translate them into best practices, and contribute to continuous improvement of support processes.

Required profile

• Bachelor’s degree in CIS, MIS, Computer Science or a related field.
• 3–4 years of experience in the software industry or software support.
• Proven experience with integration protocols such as APIs and HL7, and familiarity with integration engines like Mirth Connect and Rhapsody.
• Strong knowledge of Windows Server administration, SQL Server, MySQL, SQL scripting, virtual machines and infrastructure architecture.
• ITIL Foundation certification.

Required skills

• APIs
• HL7
• Mirth Connect
• Rhapsody
• Windows Server administration
• SQL Server
• MySQL
• SQL scripting
• Virtual machine management
• Infrastructure architecture
• ITIL Foundation

What we offer

• Opportunity to work in a global healthcare technology company.
• Collaborative environment with over 2,000 team members worldwide.
• Professional development and exposure to cutting‑edge healthcare solutions.