Overview:
The Senior Application Support Engineer is a seasoned individual who will join the team of product experts that support customers getting the most out of our state-of-the-art healthcare applications. The ideal candidate will have experience providing customer facing support for enterprise SaaS solutions with a drive to challenge their abilities and to develop deep product expertise. As part of the Support Engineering team, you will utilize a wide range of technologies combined with deep knowledge of HealthEdge’s products to provide exceptional customer support.
The Product:
With HealthRules Payer, our integrated solutions suite includes the industry's leading, digital, next-generation claims administration processing system, business intelligence, integration capabilities, a unique to industry configuration and promotion application, and home and host processing support available on both public and private clouds. The fact is, a Core Administrative Processing System (CAPS) needs to do much, more more than just core administrative processing. That’s why HealthRules Payer has been ranked number one its class among CAP Solutions. Besides delivering 90%-97% first-pass auto-adjudication rates and 99%+ accuracy, it enables our customers to react swiftly to the latest regulatory shifts and competitive pressures. It opens the door to new value-based reimbursement models, benefits plans and provider contracts. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience.
What you will do:
Recognize and analyze problems of high complexity, and communicate findings to customers and product development Manage multiple requests with competing priorities Conduct root cause analysis and correlation of other system and/or application problems Be a creative, driven and assertive Team Member always looking for ways to drive improved service and greater operational efficiencies and performance Be driven to learn and understand the business problem as well as the product problem Maintain up to date support case records and customer information by utilizing our Customer Support Management System (Salesforce) Contribute to team knowledge sharing and learning Mentoring and assisting teammates Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII
What you bring:
Bachelor’s Degree in Computer Science, Electronics, or another relevant field Minimum of 7 years of experience supporting mission critical multi-tiered enterprise Application Ability to run point on multiple issues, working autonomously using complex problem-solving skills and escalating when appropriate Excellent written and oral communication skills with the ability to articulate concepts to a variety of audiences Comfortable working in a fast-paced, changing environment Experience with web technologies and middleware such as WebLogic/WebSphere Experience with Linux and Windows operating systems Strong knowledge of databases (preferably Oracle), understand schemas, database structures and ability to write and debug SQL queries Linux skills: comfortable on a Linux server and familiarity with command lines Job requires flexibility to provide 24x7 on call client support on rotational basis 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 Experience with SOAP and Web Services is a plus
HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.
Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the U.S.
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work across multiple time zones in a hybrid or remote work environment. Long periods of time sitting and/or standing in front of a computer using video technology. May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
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