{"id":1266672,"url":"https://alion.io/job/raapid-inc-sr-product-support-engineer","title":"Sr. Product Support Engineer","company":{"id":2987931,"name":"RAAPID INC","domain":"raapidinc.com","url":"https://alion.io/company/raapidinc","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ahmedabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":30000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Knowledge Graph","optional":false},{"name":"Machine Learning","optional":false},{"name":"Postman","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-16T10:30:17Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-10-13T23:59:03Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":27},"description":"RAAPID is a leading healthcare technology innovator specializing in AI-enabled risk adjustment solutions. Funded by Microsoft and Great Place to Work-certified organization, we serve payers, healthcare providers, and support organizations with cutting-edge technology solutions that optimize revenue, ensure compliance, and reduce administrative costs. Why RAAPID?Backed by Microsoft: Proudly funded by M12, Microsoft's venture fund, validating our technology innovation and market potential \nIndustry Pioneer: Leveraging state-of-the-art artificial intelligence, machine learning, vision AI, and knowledge graphs to transform healthcare operations \nStrong Foundation: Built on four key pillars - Trust, Technical Competence, Stability, and Technical Innovation \nRecognition: Proud recipient of HITRUST certification, demonstrating our commitment to security and compliance \nCulture: Certified Great Place to Work, reflecting our dedication to employee satisfaction and professional growth \nMission-Driven: Focused on revolutionizing value-based healthcare through customizable, AI-powered solutions \nGlobal Presence: Headquartered in Louisville, Kentucky, with a robust team of over 100 employees across the US and India \nPosition Overview\nThe Senior Product Support Engineer will act as a key technical interface between customers, product, and engineering teams, ensuring seamless functioning of RAAPID’s risk adjustment platform. This role involves troubleshooting complex product issues, analyzing system behavior, supporting client implementations, and ensuring high levels of customer satisfaction. The incumbent will play a critical role in maintaining product reliability, improving support processes, and contributing to continuous product enhancement. \nTechnical Support & Issue Resolution\nAct as the primary technical point of contact for clients and internal stakeholders\nInvestigate, troubleshoot, and resolve application, data, and integration issues\nAnalyze logs, configurations, and system outputs to identify root causes\nEnsure timely resolution of support tickets within defined SLAs\nCollaboration & Escalation Management\nWork closely with engineering and product teams to escalate and resolve complex issues\nProvide detailed issue analysis and support in bug fixes and enhancements\nParticipate in QA/UAT cycles to validate fixes and ensure product stability\nMonitoring & Proactive Support\nMonitor system performance and identify potential issues proactively\nTake preventive actions to minimize disruptions and improve system reliability\nDocumentation & Knowledge Management\nMaintain detailed documentation of issues, resolutions, and best practices\nContribute to knowledge base articles, FAQs, and technical documentation\nDrive continuous improvement in support processes\nCustomer Onboarding & Enablement\nAssist in onboarding new customers, including system configuration and setup\nProvide technical guidance to clients on product usage and best practices\nInnovation & Automation\nLeverage GenAI and automation tools to improve support efficiency\nIdentify opportunities to reduce manual intervention through automation\nBachelor’s degree in Computer Science, Engineering, or a related field\n3-5 years of experience in product support, application support, or technical customer service\nExperience working in SaaS or product-based organizations\nKey Skills & Expertise\nStrong troubleshooting and analytical skills\nProficiency in SQL (queries, joins, aggregations)\nExperience with APIs, logs, and cloud-based platforms\nFamiliarity with healthcare data standards (ICD-10, HCC, HL7, FHIR)\nKnowledge of tools such as Jira, Confluence, Postman, and monitoring tools\nStrong written and verbal communication skills\nLeadership & Behavioral Competencies\nStrong problem-solving and analytical thinking\nAbility to work independently and collaboratively\nCustomer-focused mindset with high ownership\nStructured approach to troubleshooting and issue resolution\nAbility to perform under pressure in critical situations\nCompetitive compensation package \nOpportunity to work on cutting-edge healthcare technology \nCollaborative and high-performance work environment \nLearning and growth opportunities","description_format":"text","description_chars":4199,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":100,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth 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