Senior Tech Services Engineer

Overview

JD - Senior Technical Services Engineer

Position Overview: We are seeking a Senior Technical Services Engineer to join our customer support team and provide expert application support for our state-of-the-art healthcare solutions. This role is ideal for a seasoned professional with experience supporting enterprise SaaS applications and a strong desire to deepen product expertise while delivering exceptional customer service.

As part of the Support Engineering team, you will:

• Troubleshoot complex issues and enhance the user experience for HealthEdge customers.
• Provide technical support to both internal and external clients across hosted and on-premises environments.
• Leverage your proficiency in Java-based technologies and frameworks to resolve issues efficiently.
• Collaborate with IT, operations, product development, product management, and other stakeholders to drive innovation and continuous improvement.
• Utilize a broad range of technologies and develop deep knowledge of HealthEdge products to ensure high-quality support delivery. This is a customer-facing role that requires strong technical acumen, problem-solving skills, and the ability to thrive in a fast-paced, collaborative environment.

The Product: HealthRules® Payer is the core of our integrated solution suite, offering a leading digital, next-generation claims administration processing system. It includes advanced business intelligence, seamless integration, a unique configuration and promotion engine, and comprehensive home and host processing-available on both public and private clouds. HealthRules Payer consistently ranks #1 among CAPS solutions, delivering 90-97% first-pass auto-adjudication rates and over 99% accuracy. It empowers payers to respond swiftly to regulatory changes, adopt value-based reimbursement models, and improve clinical outcomes and member experiences.

Key Responsibilities:

• Analyze complex technical problems, identify root causes, and effectively communicate findings to both customers and product development teams.
• Manage multiple support cases with competing priorities, ensuring accurate documentation and customer information is maintained in Salesforce.
• Perform in-depth root cause analysis and correlate issues across systems and applications to drive resolution.
• Demonstrate a proactive, solution-oriented mindset, consistently seeking opportunities to enhance service quality, operational efficiency, and team performance.
• Assist customers in diagnosing issues quickly, providing effective workarounds, and guiding them on best practices and cleanup procedures.
• Participate in customer calls, peer reviews, and cross-functional discussions to identify optimal solutions and contribute to continuous improvement.
• Provide detailed feedback on bugs across active product releases and contribute to the development of knowledge base articles and reusable scripts for recurring issues.
• Actively contribute to team knowledge sharing, fostering a culture of learning and collaboration.
• Mentor and support team members, promoting skill development and knowledge transfer.
• Exhibit a strong commitment to understanding both the technical and business aspects of customer challenges, driving impactful solutions.
• Ensure all activities are performed in compliance with HealthEdge policies and procedures, particularly those related to the handling of PHI and PII.
• Participate in a rotational 24x7 on-call support schedule to provide timely assistance to clients.

INDIA specific:

• May require early morning or evening shifts (India time) to overlap with US teams. Typically, late-night shifts are not expected.

Additional Role-Specific Competencies:

• Mentors junior engineers and contributes to onboarding and training.
• Leads cross-functional initiatives to address recurring or systemic issues.
• Champions knowledge sharing by creating new resources and teaching sessions.
• Identifies and mitigates resistance to change, guiding teams through transitions.
• Drives initiatives to address systemic issues and contributes to strategic improvements.

What you bring: Education & Experience:

• Bachelor’s degree in Computer Science, Electronics, or a related field.
• 5-8 years of experience in supporting mission-critical, multi-tiered enterprise applications.
• Hands-on experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies.
• Domain knowledge in healthcare or US health insurance is preferred.

Technical Proficiency:

• Strong knowledge of Java-based applications, including Java 11+ code, analyzing stack traces, error codes, and performance issues (e.g., memory leaks, thread contention, slow SQL queries).
• Proficient in web technologies and middleware such as WebLogic/WebSphere.
• Experience with Linux and Windows operating systems- comfortable on a Linux server and familiarity with command lines
• Expertise in relational databases (preferably Oracle), with the ability to understand schemas, write and debug complex SQL queries.
• Hands-on experience with monitoring and analysis tools such as Splunk, ELK Stack, and AppDynamics.
• Experience with SOAP and REST-based web services.
• Skilled in log analysis using tools like grep, with familiarity in structured (JSON, XML) and unstructured log formats.
• Foundational experience in troubleshooting and analyzing Bash scripts.
• Root cause analysis across distributed systems including microservices, APIs, and message queues.
• Experience with writing documentation, creating best practices and standard operating procedures.
• Mentoring/training new support engineers in product knowledge, problems analysis, communication, and technical skills

Preferred: