Product Support Quality Engineer

Job Locations US-Remote
ID 2022-1232
Customer Service/Support
Position Type


Position Overview:

The Production Support Quality Engineer plays a vital role in the overall delivery process. Our ideal candidate will be responsible for triaging and resolving Customer reported issues on a timely manner to ensure customer satisfaction. GuidingCare® is a complete platform for patient-centered care, offering health plans and provider organizations easy-to-use, next-generation data integration and workflow management tools. This position interacts with clients to review their internal workflows and processes and engages in IT solution discussions to optimize solutions aligned to their organizational goals.

 Your Impact:

  • Serve as a first point of contact with HealthEdge clients to triage and assist the customers on reported issues

  • Learn and maintain proficiency in using HealthEdge’s platform and understanding HealthEdge and its partner product and services

  • Perform Production Support triage to diagnose issues, create solutions or route tickets appropriately

  • Respond to tickets within the contractual service level agreement (SLA) times

  • Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed

  • Build rapport and elicit detailed information from clients regarding the expectations of, and issues pertaining to, HealthEdge’s products and services

  • Gather and document requirements, use critical thinking skills and investigative nature to expeditiously address questions and resolve issues

  • Meet or exceed customer expectations by anticipating and resolving their issues

  • Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status

  • Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities

  • Provide systems and clinical content training and support to clinical and non-clinical client support staff using the software in client sites

  • Work in coordination with Account Management team and Delivery Manager to support clients, including managing minor projects

  • Work with Project Managers, Business Analysts, SMEs, Developers and Delivery Managers to obtain a clear understanding of requirements, develop thorough test plans as needed, and to ensure status and schedule is communicated

  • Verifies and identifies issues as either legitimate technical product flaws or simple user training deficiencies

  • Interacts extensively with existing customers troubleshooting technical issues

  • Engage cross-functional resources both internally and with customers to solve problems

  • Perform all responsibilities in compliance with all HealthEdge policies, including without limitation those related to information privacy and security

  • Attend and participate in team meetings and in-service activities, as necessary

  • Provide high quality of work and identify opportunities for continual improvement

  • Communicate effectively with customers both verbally and in writing

  • Works closely with the customer through Service Desk or 1-800 numbers which are the mode for client interaction for logging in the service requests

  • Reproduces / triages the customer reported issues / services with their product expertise and collected data from the client filled questionnaire

  • Provide FAQ customer support (Helper Text or FAQ or Release Notes)

  • Triage Data load (interface), Config Sync, Third Party Integrations, APIs, SSO, Letters and Tableau reports related tickets

  • Support and work closely with cross functional teams during patch upgrades and major upgrades for a smooth release experience for the customer which mostly happens over the weekends

  • Occasionally on call support during weekends and late working hours

  • Other duties as assigned 


Fully applies basic principles, theories, and concepts to job assignments. Work, still closely managed, involves limited problem solving, following standardized practices and procedures. Typically interfaces with developers, BA’s, Delivery Managers, Account Managers, Project Managers, senior QA members and leaders in work group.

What you bring:

  • Bachelor’s degree: preferably in Computer Science, Information Systems, Information Technology, or health care-related field from an accredited university required

  • Master’s degree preferred

  • 2-3 years of related experience

  • Have at least two (2) years of experience providing software support to end users

  • Demonstrated ability to manage tier I and tier II client scenarios

  • An understanding of technology and how it may facilitate improved patient outcomes and lower costs

  • Exceptional customer service orientation

  • Technical documentation creation/updating

  • Experience documenting and tracking user tickets with software such as JIRA or similar tools

  • Ability to prioritize and execute tasks in a high-pressure environment

  • Ability to work independently and collaboratively with multidisciplinary teams

  • Excellent written and verbal communication skills

  • Excellent computer skills and proficiency with Microsoft Office (Excel, Word, PowerPoint, and Visio)

  • Ability to be highly organized

  • Ability to work on multiple initiatives at once and be able to adapt to shifting priorities

  • Self-starting, energetic, result-oriented individual to support our growing business

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the U.S.

Type of Employment: Full-time, permanent

FLSA Classification (USA Only): Exempt

Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

  • Tasks involve some physical effort, i.e., some standing and walking, or frequent light lifting (5-10 lb.); minimal dexterity in the use of fingers, limbs, or body in the operation of office equipment. Tasks may involve extended periods of time at a keyboard and extended periods of sitting at a workstation or desk.

  • Tasks require:

    • Sound perception and discrimination

    • Visual perception and discrimination

    • Oral communications ability

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990.  Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.



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