Senior Tech Services Engineer

Overview

JD - Senior Technical Services Engineer  

Position Overview: We are seeking a Senior Technical Services Engineer to join our customer support team and provide expert application support for our state-of-the-art healthcare solutions. This role is ideal for a seasoned professional with experience supporting enterprise SaaS applications and a strong desire to deepen product expertise while delivering exceptional customer service.  

As part of the Support Engineering team, you will: • Troubleshoot complex issues and enhance the user experience for HealthEdge customers. • Provide technical support to both internal and external clients across hosted and on-premises environments. • Leverage your proficiency in Java-based technologies and frameworks to resolve issues efficiently. • Collaborate with IT, operations, product development, product management, and other stakeholders to drive innovation and continuous improvement. • Utilize a broad range of technologies and develop deep knowledge of HealthEdge products to ensure high-quality support delivery. This is a customer-facing role that requires strong technical acumen, problem-solving skills, and the ability to thrive in a fast-paced, collaborative environment.  

The Product: HealthRules® Payer is the core of our integrated solution suite, offering a leading digital, next-generation claims administration processing system. It includes advanced business intelligence, seamless integration, a unique configuration and promotion engine, and comprehensive home and host processing—available on both public and private clouds. HealthRules Payer consistently ranks #1 among CAPS solutions, delivering 90–97% first-pass auto-adjudication rates and over 99% accuracy. It empowers payers to respond swiftly to regulatory changes, adopt value-based reimbursement models, and improve clinical outcomes and member experiences.  

Key Responsibilities: • Analyze complex technical problems, identify root causes, and effectively communicate findings to both customers and product development teams. • Manage multiple support cases with competing priorities, ensuring accurate documentation and customer information is maintained in Salesforce.• Perform in-depth root cause analysis and correlate issues across systems and applications to drive resolution. • Demonstrate a proactive, solution-oriented mindset, consistently seeking opportunities to enhance service quality, operational efficiency, and team performance. • Assist customers in diagnosing issues quickly, providing effective workarounds, and guiding them on best practices and cleanup procedures. • Participate in customer calls, peer reviews, and cross-functional discussions to identify optimal solutions and contribute to continuous improvement. • Provide detailed feedback on bugs across active product releases and contribute to the development of knowledge base articles and reusable scripts for recurring issues. • Actively contribute to team knowledge sharing, fostering a culture of learning and collaboration. • Mentor and support team members, promoting skill development and knowledge transfer. • Exhibit a strong commitment to understanding both the technical and business aspects of customer challenges, driving impactful solutions. • Ensure all activities are performed in compliance with HealthEdge policies and procedures, particularly those related to the handling of PHI and PII. • Participate in a rotational 24x7 on-call support schedule to provide timely assistance to clients. 

 INDIA specific:  

• May require early morning or evening shifts (India time) to overlap with US teams. Typically, late-night shifts are not expected. 

Additional Role-Specific Competencies: • Mentors junior engineers and contributes to onboarding and training. • Leads cross-functional initiatives to address recurring or systemic issues. • Champions knowledge sharing by creating new resources and teaching sessions. • Identifies and mitigates resistance to change, guiding teams through transitions. • Drives initiatives to address systemic issues and contributes to strategic improvements. 

What you bring: Education & Experience: • Bachelor’s degree in Computer Science, Electronics, or a related field. • 5-8 years of experience in supporting mission-critical, multi-tiered enterprise applications. • Hands-on experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies. • Domain knowledge in healthcare or US health insurance is preferred.  

Technical Proficiency: • Strong knowledge of Java-based applications, including Java 11+ code, analyzing stack traces, error codes, and performance issues (e.g., memory leaks, thread contention, slow SQL queries). • Proficient in web technologies and middleware such as WebLogic/WebSphere. • Experience with Linux and Windows operating systems- comfortable on a Linux server and familiarity with command lines • Expertise in relational databases (preferably Oracle), with the ability to understand schemas, write and debug complex SQL queries. • Hands-on experience with monitoring and analysis tools such as Splunk, ELK Stack, and AppDynamics. • Experience with SOAP and REST-based web services. • Skilled in log analysis using tools like grep, with familiarity in structured (JSON, XML) and unstructured log formats. • Foundational experience in troubleshooting and analyzing Bash scripts. • Root cause analysis across distributed systems including microservices, APIs, and message queues. • 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  

Preferred:  

Understanding or experience in: • Apache Tomcat • PostgreSQL • React JS & Spring Boot  

Business & Analytical Skills: • Strong critical thinking, analytical reasoning, and problem-solving abilities. • Proven ability to engage with US/UK customers and manage competing priorities in a fast-paced environment. • Experience creating runbooks and knowledge base articles to document root cause analyses and standard procedures. 

 

Soft Skills & Work Environment: • Excellent written and verbal communication skills, with the ability to articulate technical concepts to diverse audiences. • Comfortable working in dynamic environments with flexibility to provide 24x7 on call client support on a rotational basis.