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HealthEdge - Augusta, ME
posted 2 months ago
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. This position requires a seasoned individual with extensive experience in application support, particularly in healthcare applications. The engineer will work closely with customers to help them maximize the use of HealthEdge's products, utilizing a wide range of technologies and deep product knowledge to resolve complex issues and enhance operational efficiencies.
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.
- Maintain up-to-date support case records and customer information by utilizing the 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.
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
