Technical Support Engineer (Dallas, TX) at Rhapsody

📍 Job Overview

Job Title: Technical Support Engineer (Dallas, TX)
Company: Rhapsody
Location: Dallas, Texas, United States
Job Type: Other (Remote OK)
Category: Technical Support & Customer Success
Date Posted: 2025-06-30
Experience Level: Entry-level (0-2 years)
Remote Status: Remote (Local to Dallas, TX preferred)

🚀 Role Summary

Key Responsibilities: Provide technical support to customers, manage software licensing, and maintain accurate documentation.
Key Skills: Technical support, communication, troubleshooting, documentation, analytical skills, organizational skills, CRM, licensing systems, asset management.
Impact: Ensure customer satisfaction and business continuity by resolving technical issues and managing software licenses effectively.

📝 Enhancement Note: This role is ideal for recent graduates or early-career professionals seeking to build a foundation in technical support and software licensing within the healthcare industry.

💻 Primary Responsibilities

📞 Technical Support Functions

Customer Interaction: Provide daily support to customers by responding to questions, analyzing problems, and delivering timely solutions.
Communication: Maintain clear and professional communication with customers, colleagues, and management.
Documentation: Maintain detailed support tickets documenting interactions, installation activities, and problem resolutions.
Issue Resolution: Stay current with Rhapsody’s software suite features to assist customers and recommend best practices.
Troubleshooting: Guide customers in optimal use of Rhapsody software features and troubleshoot interface workflows.
Feedback Collection: Document and relay customer feature requests and usage feedback to internal teams.
On-Call Support: Serve as support coverage for urgent production issues as part of the 24x7x365 support model.
Installation & Configuration: Install and configure Rhapsody Interoperability Suite for customer environments when required.

📝 Enhancement Note: This role requires strong communication skills and the ability to remain calm and professional under pressure, as well as a proactive approach to issue resolution and customer satisfaction.

📜 Licensing Analyst Functions

License Management: Track, manage, and maintain licensing records across all supported software products and customer installations.
Compliance: Ensure compliance with internal policies and client contracts regarding software licensing terms and renewals.
Proactive Communication: Communicate proactively with customers and internal teams regarding license expirations, renewals, and entitlements.
Collaboration: Collaborate with Sales, Finance, and Commercial teams to validate licensing models and resolve discrepancies.

📝 Enhancement Note: This role requires strong analytical and organizational skills to manage technical and licensing documentation accurately and effectively.

🎓 Skills & Qualifications

Education: A 4-year degree in computer science, information systems, healthcare, or a related field, or comparable work experience.

Experience: Entry-level (0-2 years) with a focus on technical support, customer service, or a related field.

Required Skills:

Strong communication skills and the ability to remain calm and professional in all situations.
Complete all assigned training classes for one major product family and show working knowledge of the content.
Ability to install Rhapsody software and independently implement some interface workflows.
Capable of handling technical projects and implementing beginner-level workflow interfaces under guidance.
Ability to resolve most beginner and some intermediate technical support issues with assistance from technical leads.
Strong analytical and organizational skills to manage technical and licensing documentation accurately.
Ability to manage multiple tasks, priorities, and deadlines effectively while maintaining accuracy and attention to detail.

Preferred Skills:

Experience with CRM, licensing systems, or asset management tools.
Familiarity with the healthcare industry and healthcare IT systems.

📝 Enhancement Note: While not required, experience with CRM, licensing systems, or asset management tools, as well as familiarity with the healthcare industry, would be beneficial for success in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Technical Support Portfolio: Include examples of successful issue resolution, customer feedback, and performance metrics from previous technical support roles.
Documentation Samples: Provide samples of technical documentation, licensing records, and process flows created or maintained in previous roles.

Technical Documentation:

Support Ticket Examples: Include examples of well-structured and detailed support tickets demonstrating problem-solving skills and attention to detail.
License Management Documentation: Provide samples of accurate and up-to-date licensing records, including license expiration tracking and renewal reminders.

📝 Enhancement Note: A well-curated portfolio demonstrating strong technical support and documentation skills will be crucial for success in this role.

💵 Compensation & Benefits

Salary Range: $60,000 - $75,000 USD per year (Based on market research for entry-level technical support roles in the Dallas, TX area)

Benefits:

Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
401k with a generous company match
Unlimited PTO, sick time & volunteer days
An innovative, inclusive, and fun work environment
Continuous learning and development opportunities

Working Hours: Full-time (40 hours per week) with on-call rotation for 24x7x365 support.

📝 Enhancement Note: The salary range provided is an estimate based on market research for entry-level technical support roles in the Dallas, TX area. Actual compensation may vary based on individual qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare IT, focusing on data exchange and data quality solutions for healthcare providers and insurers.

Company Size: Medium-sized company with a growing customer base and a strong focus on innovation and customer satisfaction.

Founded: 2004, with a history of steady growth and expansion in the healthcare IT industry.

Team Structure:

Technical Support Team: A dedicated team of technical support engineers responsible for customer interactions, issue resolution, and software licensing management.
Cross-Functional Collaboration: Close collaboration with internal teams, including Sales, Finance, Commercial, and Product Development, to ensure customer satisfaction and business growth.

Development Methodology:

Agile/Scrum Methodologies: Utilize Agile/Scrum methodologies for software development and continuous improvement.
Customer-Centric Approach: Focus on customer needs and feedback to drive product development and enhancement.
24x7x365 Support Model: Maintain a robust support model to ensure customer satisfaction and business continuity.

Company Website: Rhapsody Health

📝 Enhancement Note: Rhapsody's culture emphasizes innovation, collaboration, and customer focus, providing an ideal environment for early-career professionals seeking to grow and develop their skills in the healthcare IT industry.

📈 Career & Growth Analysis

Technical Support Career Level: Entry-level (Technical Support Engineer I) with a clear path for growth and advancement within the technical support and software licensing domains.

Reporting Structure: Reports directly to the Technical Support Manager, with close collaboration with internal teams, including Sales, Finance, Commercial, and Product Development.

Technical Impact: Directly impacts customer satisfaction and business continuity by resolving technical issues and managing software licensing effectively.

Growth Opportunities:

Technical Support Advancement: Proven success in the Technical Support Engineer I role may lead to advancement to more senior technical support positions, such as Technical Support Engineer II or Senior Technical Support Engineer.
Software Licensing Specialization: Demonstrating strong licensing management skills may open up opportunities for specialization in software licensing and entitlement management.
Team Leadership: Proven leadership skills and a track record of success may lead to team leadership roles, such as Technical Support Team Lead or Manager.

📝 Enhancement Note: Rhapsody offers clear career progression paths and opportunities for growth and advancement within the technical support and software licensing domains for motivated and successful team members.

🌐 Work Environment

Office Type: Hybrid (Remote OK with local presence preferred for this role)

Office Location(s): Dallas, Texas, United States (with remote work options available)

Workspace Context:

Remote Work Environment: A well-equipped home office or co-working space with a stable internet connection and minimal distractions.
Collaboration Tools: Utilize collaboration tools, such as Slack, Microsoft Teams, or Google Workspace, to communicate and collaborate with the team.
Training & Development: Access to regular training and development opportunities to enhance technical skills and stay current with industry best practices.

Work Schedule: Full-time (40 hours per week) with flexible scheduling to accommodate on-call rotation for 24x7x365 support.

📝 Enhancement Note: Rhapsody's hybrid work environment offers the best of both worlds, allowing team members to balance the convenience of remote work with the benefits of in-person collaboration and networking opportunities.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and cultural fit.
Technical Assessment: A hands-on assessment of technical support and software licensing skills, including issue resolution, documentation, and licensing management tasks.
Behavioral Interview: A structured interview focused on problem-solving, communication, and teamwork skills.
Final Decision: A review of the candidate's performance throughout the interview process and a final decision on hiring.

Portfolio Review Tips:

Technical Support Portfolio: Highlight examples of successful issue resolution, customer feedback, and performance metrics from previous technical support roles.
Documentation Samples: Provide samples of technical documentation, licensing records, and process flows created or maintained in previous roles.
Customer-Centric Focus: Emphasize the customer-centric aspects of your portfolio, demonstrating your ability to understand and address customer needs effectively.

Technical Challenge Preparation:

Technical Support Scenarios: Practice common technical support scenarios and issue resolution techniques to build confidence and proficiency.
Licensing Management Tasks: Familiarize yourself with software licensing best practices and prepare for licensing management tasks during the technical assessment.
Communication Skills: Refine your communication skills, both written and verbal, to ensure clear and effective communication with customers, colleagues, and management.

ATS Keywords: Technical Support, Customer Service, Troubleshooting, Documentation, Licensing, Software Management, CRM, Healthcare IT, Problem-Solving, Communication, Teamwork, Customer Satisfaction, Business Continuity.

📝 Enhancement Note: Demonstrating strong technical support and software licensing skills, as well as excellent communication and problem-solving abilities, will be crucial for success in the technical interview process for this role.

🛠 Technology Stack & Web Infrastructure

Technical Support Tools:

CRM: Utilize a customer relationship management (CRM) system to track customer interactions, issue resolution, and licensing management.
Ticketing System: Utilize a ticketing system to manage and track customer support tickets and issue resolution.
Remote Access Tools: Utilize remote access tools, such as VPN or remote desktop software, to access customer environments and resolve technical issues.

Software Licensing Tools:

License Management System: Utilize a license management system to track, manage, and maintain software licensing records and compliance.
Entitlement Management: Utilize entitlement management tools to track and manage customer software entitlements and access rights.

📝 Enhancement Note: Familiarity with CRM, ticketing, remote access, license management, and entitlement management tools will be beneficial for success in this role.

👥 Team Culture & Values

Rhapsody Values:

Customer Focus: Prioritize customer needs and satisfaction in all aspects of the business.
Innovation: Embrace continuous learning and improvement to drive business growth and success.
Collaboration: Foster a culture of teamwork and cross-functional collaboration to achieve common goals.
Integrity: Uphold the highest ethical standards in all business practices and interactions.
Accountability: Take responsibility for individual and team performance and strive for continuous improvement.

Collaboration Style:

Cross-Functional Teamwork: Collaborate closely with internal teams, including Sales, Finance, Commercial, and Product Development, to ensure customer satisfaction and business growth.
Knowledge Sharing: Encourage knowledge sharing and mentoring to promote individual and team growth and development.
Continuous Learning: Foster a culture of continuous learning and improvement to stay current with industry best practices and emerging technologies.

📝 Enhancement Note: Rhapsody's values and collaboration style emphasize customer focus, innovation, and teamwork, providing an ideal environment for early-career professionals seeking to grow and develop their skills in the healthcare IT industry.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Issue Resolution: Develop strong troubleshooting and problem-solving skills to resolve technical issues effectively and efficiently.
Software Licensing: Stay current with software licensing best practices and manage licensing records accurately and effectively.
Customer Expectations: Meet and exceed customer expectations for technical support and software licensing management.

Learning & Development Opportunities:

Technical Training: Participate in regular technical training and development opportunities to enhance your skills and stay current with industry best practices.
Career Progression: Pursue career progression opportunities within the technical support and software licensing domains, such as advancement to more senior roles or specialization in software licensing management.
Team Leadership: Develop leadership skills and take on team leadership responsibilities to drive team success and growth.

📝 Enhancement Note: Rhapsody offers numerous challenges and growth opportunities for motivated and successful team members seeking to build a career in the technical support and software licensing domains.

💡 Interview Preparation

Technical Questions:

Technical Support Scenarios: Prepare for common technical support scenarios and issue resolution techniques, demonstrating your ability to understand and address customer needs effectively.
Licensing Management: Familiarize yourself with software licensing best practices and prepare for licensing management tasks during the technical assessment.
Problem-Solving: Develop strong problem-solving skills and prepare for problem-solving scenarios that may arise during the behavioral interview.

Company & Culture Questions:

Company Culture: Research Rhapsody's company culture, values, and mission to demonstrate your understanding of and alignment with the organization's priorities and goals.
Customer Focus: Prepare for questions that assess your understanding of and commitment to customer satisfaction and business continuity.
Teamwork & Collaboration: Prepare for questions that evaluate your ability to work effectively within a team and collaborate with internal stakeholders to achieve common goals.

Portfolio Presentation Strategy:

Technical Support Portfolio: Highlight examples of successful issue resolution, customer feedback, and performance metrics from previous technical support roles.
Documentation Samples: Provide samples of technical documentation, licensing records, and process flows created or maintained in previous roles.
Customer-Centric Focus: Emphasize the customer-centric aspects of your portfolio, demonstrating your ability to understand and address customer needs effectively.

📝 Enhancement Note: Demonstrating strong technical support and software licensing skills, as well as excellent communication and problem-solving abilities, will be crucial for success in the interview preparation process for this role.

📌 Application Steps

To apply for this Technical Support Engineer (Dallas, TX) position:

Submit Application: Submit your application through the application link provided.
Prepare Portfolio: Customize your technical support portfolio with live demos and responsive examples, highlighting your ability to understand and address customer needs effectively.
Optimize Resume: Tailor your resume to emphasize your technical support and software licensing skills, as well as your problem-solving and communication abilities.
Prepare for Technical Assessment: Familiarize yourself with common technical support scenarios and issue resolution techniques, as well as software licensing best practices and licensing management tasks.
Research Rhapsody: Thoroughly research Rhapsody's company culture, values, and mission to demonstrate your understanding of and alignment with the organization's priorities and goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer (Dallas, TX)