Senior Technical Services Engineer

HealthEdge - Charleston, WV

Full-time - Senior

Remote - Charleston, WV

About the position

The Senior Technical Services Engineer at HealthEdge Software Inc. is a key role focused on providing exceptional customer support for enterprise SaaS solutions in the healthcare sector. This position requires a seasoned professional who can analyze complex problems, manage multiple requests, and contribute to team knowledge sharing while maintaining high standards of service. The engineer will work closely with customers to ensure they maximize the use of HealthEdge's advanced healthcare applications, particularly the HealthRules Payer system, which is designed to enhance operational efficiencies and improve clinical outcomes.

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.
• 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.
• Mentor and assist teammates.
• Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII.

Requirements

• Bachelor's Degree in Computer Science, Electronics, or another relevant field.
• Minimum of 7 years of experience supporting mission critical multi-tiered enterprise applications.
• 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 a 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.

Nice-to-haves

• Experience with SOAP and Web Services is a plus.

Benefits

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