Senior Application Services Engineer

HealthEdge - Boston, MA

Full-time - Senior

Remote - Boston, MA

About the position

The Senior Application Support Engineer will join a team of product experts dedicated to providing exceptional customer support for HealthEdge's advanced healthcare applications. This role involves utilizing a wide range of technologies and deep product knowledge to assist customers in maximizing the value of the company's enterprise SaaS solutions. The ideal candidate will have a strong background in customer-facing support and a commitment to continuous learning and improvement.

Responsibilities

• 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.
• Learn and understand both the business and product problems.
• Maintain up-to-date support case records and customer information using Salesforce.
• Contribute to team knowledge sharing and learning.
• Mentor and assist teammates.
• Perform all job functions consistent with HealthEdge policies and procedures, including those governing handling PHI and PII.

Requirements

• Bachelor's Degree in Computer Science, Electronics, or a relevant field.
• Minimum of 7 years of experience supporting mission-critical multi-tiered enterprise applications.
• Ability to manage multiple issues autonomously using complex problem-solving skills and escalate when appropriate.
• Excellent written and oral communication skills with the ability to articulate concepts to various 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), understanding schemas, database structures, and ability to write and debug SQL queries.
• Comfortable on a Linux server and familiarity with command lines.
• Flexibility to provide 24x7 on-call client support on a rotational basis.
• Experience with writing documentation, creating best practices, and standard operating procedures.
• Mentoring/training new support engineers in product knowledge, problem analysis, communication, and technical skills.

Nice-to-haves

• Experience with SOAP and Web Services.

Benefits

• Full-time, permanent employment
• Remote work flexibility
• Opportunity for professional development and training
• Inclusive workplace culture
• Diversity and inclusion initiatives