Role Overview
The Senior Technical Specialist is a senior individual contributor within TrakCare Backline Support, the worldwide elite TrakCare support team entrusted with resolving the most complex, business-critical, and escalated issues across the global customer base.
This role is designed for professionals with end-to-end experience across development, implementation, and production support of enterprise healthcare software. Senior Technical Specialists are expected to operate at a full-stack level, capable of recreating complete customer-like environments to diagnose issues, validate fixes, and drive durable solutions.
The role combines deep technical expertise in TrakCare and IRIS, strong understanding of healthcare interoperability, and the ability to lead complex investigations independently. Senior Technical Specialists act as trusted authorities for customers, regional teams, and internal engineering groups, frequently operating under high pressure where system availability, patient safety, and customer confidence are critical.
Core Responsibilities
- Act as a recognized TrakCare subject-matter expert, including core functionality, reporting frameworks, and platform behavior.
- Independently manage high-severity escalations and crisis situations, from triage through root-cause analysis and resolution.
- Provide advanced technical analysis of customer environments, configurations, and system behavior.
- Take end-to-end ownership of complex issues, ensuring durable and well-aligned solutions.
- Collaborate with Engineering, Product, Implementation, and Regional Support teams on escalations, defects, and improvements.
- Identify recurring issues, risks, or product gaps and proactively raise them through appropriate internal processes.
- Contribute to internal documentation, best practices, and knowledge sharing.
Leadership & Collaboration
- Serve as a go-to technical resource within Backline and for regional teams worldwide.
- Mentor and support colleagues through guidance, troubleshooting, and knowledge transfer.
- Communicate clearly and effectively with both technical and non-technical stakeholders.
- Build strong, trust-based relationships with customers and internal teams.
Required Skills & Experience
- Extensive hands-on experience with TrakCare and IRIS.
- Background in development, implementation, and/or support of enterprise healthcare software.
- Strong knowledge of healthcare interoperability standards, such as HL7 and FHIR.
- Ability to operate as a full-stack technical specialist, capable of designing and building complete environments that accurately mirror customer systems for advanced debugging, testing, and root-cause analysis.
- Strong programming and scripting skills, including:
- InterSystems Caché ObjectScript
- SQL
- JavaScript
- Angular framework
- Ability to resolve complex, non-standard issues independently.
- Strong analytical, diagnostic, and problem-solving skills.
- Ability to operate effectively under pressure and in time-critical situations.
- Excellent written and verbal communication skills.
- Strong learning agility and adaptability.
Senior-Level Expectations
- Operates with minimal supervision and high accountability.
- Trusted by peers, managers, and customers for sound technical judgment.
- Demonstrates leadership through expertise rather than formal authority.
- Consistently delivers high-impact outcomes beyond individual assignments.
We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
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What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business. Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries. What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running. If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
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OnSite Workspace
For the first 3 or 6 months (experience and role dependent), we ask our employees to work in the office 5 days a week. After that time, our employees receive 24 work from home Fridays to use at their discretion throughout the year.
