Location: Remote (U.S.-based)
Start Date: ASAP
Schedule: Full-time, 40 hours/week
Employment Type: Hourly W2 (with benefits)

Overview

We’re seeking a Tier 2 Maintenance and Support Specialist to provide ongoing technical maintenance, monitoring, and support for our proprietary training platform built on ReactJS (front-end) and Node/Express (back-end) with MongoDB and AWS S3 for data storage.

This role is ideal for a detail-oriented professional who enjoys problem-solving, improving efficiencies, and ensuring system stability through proactive maintenance and responsive issue resolution. While the initial focus will be on individual contributor work, there may be opportunities to collaborate with a broader team as enhancement projects expand.

Key Responsibilities

Provide Tier 2 technical support and maintenance for existing systems and applications.
Manage and resolve bug reports, hotfixes, and backlog triage efficiently.
Perform proactive system monitoring, including vulnerability assessments and security patching.
Support enhancement requests and minor feature development in coordination with internal teams.
Collaborate cross-functionally to identify and implement process efficiencies to reduce maintenance hours.
Deliver regular QA and maintenance reports summarizing performance, updates, and issue tracking.
Provide insight and guidance for workflow or client-related requests.

Support Expectations

Support window: 8:30 AM – 5:30 PM ET, Monday–Friday (excluding holidays).
Average issue volume:
- A few bug-related tickets per quarter.
- Occasional insight requests related to workflows or client inquiries.

Qualifications

3+ years of experience in Tier 2 application/system support or maintenance roles.
Strong troubleshooting, analytical, and communication skills.
Prior experience working with HIPAA-compliant systems or managing healthcare-related data security and privacy protocols.
Understanding of healthcare compliance standards and ability to maintain data integrity and confidentiality in LMS or software environments.
Experience with monitoring tools, ticketing systems, and QA processes.
Familiarity with patch management, vulnerability assessment, and issue triage.
Ability to work independently, manage priorities, and proactively improve existing processes.

Preferred Qualifications

Experience with enhancement support or minor feature development.
Background in environments requiring uptime monitoring, reporting, and system optimization.
Prior experience with ReactJS, Node.js, MongoDB, and AWS S3.

Note:
As part of our screening and selection process, all applicants may be asked to complete a brief identity verification step. This may include a short recorded video introduction or providing valid identification that matches your application details.

This step helps us maintain a transparent, secure, and fair hiring process for all candidates, ensuring authenticity and compliance with company standards.

Why Join ELB Learning

In a world where automation, robotics, and AI are transforming industries, the pressure to upskill, reskill, and future-proof your workforce has never been greater. Digital transformation isn’t just about adopting new technologies, it’s about empowering your people to grow with them. We take a consultative approach to understanding your goals, then we dig deep to design solutions that turn human capital into a strategic advantage. With ELB Learning, it’s more than a project, it’s a partnership built around your long-term growth and digital evolution.

Tier 2 Maintenance and Support Specialist

At ELB Learning, you'll become an integral part of a team that has delivered exceptional outcomes in training development, delivery, and tracking for industry giants around the world.