Lead Support Engineer

Overview

Opening available for Lead Support Engineer at Cotiviti, Inc. in South Jordan, UT.

Responsibilities

Provide technical and product support to enterprise clients related to technical and operational aspects of the products. Provide mentorship and task guidance to Product Engineering staff. Partner with product support and development teams as necessary. Assist the Risk Adjustment Operations team with the development, performance analysis and testing during release cycles for service packs, hot fixes etc. Answer email and phone requests for help from customers. Collaborate with other Product Support Engineering staff. Lead and drive engineering support processes, benchmarks, knowledge base, and reporting systems to improve customer experience. Work primarily with enterprise customers of Edifecs Encounter Management products, proactively assisting them with post-sales installation, configuration, upgrade, troubleshooting, and day-to-day operational management. Host online troubleshooting and investigation sessions on customer’s production environments. Deliver a consistent, responsive, and satisfying customer experience with each contact. Collect all necessary problem details from customers to be able to effectively see the problem to resolution. Successfully reproduce customer issues in a controlled test environment. Perform proactive management of submission cycles, and reactive management of customer reported cases/issues. Design, implement, and maintain containerized environments and orchestration systems to support the organization's infrastructure and applications.

Qualifications

Requires a Bachelor’s degree, or foreign equivalent degree, in Computer Science, Computer Engineering, Computer Information Systems, or related field, plus 5 years of progressive, post-baccalaureate experience in product support in the healthcare industry. In lieu of a bachelor’s or foreign equivalent degree and 5 years of experience as stated, employer will accept a master’s or foreign equivalent degree and 2 years of experience as stated. Also requires 2 years of experience with: reading and writing relational database queries using T-SQL or ANSI-SQL; developing and supporting applications using Jscript and Java; working with EDI and EDI systems; working with HIPAA requirements; working with HTML; and working with code or scripting development. Telecommuting available anywhere in the U.S. Company headquarters located at 10701 South River Front Pkwy, Suite 200, South Jordan, UT 84095.

Base compensation ranges from at least $105,502. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti.