Position Overview: 

We are seeking an Associate Technical Services Engineer with strong proficiency in Java-based technologies and frameworks. This client-facing role involves consulting and delivering maintenance releases and patches for HealthRules products. 

Responsibilities include troubleshooting customer issues, gathering requirements, facilitating client sessions, triaging service delivery issues, and securing client acceptance on delivered services. You will provide technical support for both hosted and on-premises solutions, collaborating with IT, operations, product development, and product management teams.  

The role also includes 15–20% off-hours work for production deployments and continuous efforts to enhance the user experience across our diverse product portfolio. 

The Product:

With HealthRules Payer, our integrated solutions suite includes the industry's leading, digital, next-generation claims administration processing system, business intelligence, integration capabilities, a unique to industry configuration and promotion application, and home and host processing support available on both public and private clouds. The fact is, a Core Administrative Processing System (CAPS) needs to do much, more more than just core administrative processing. That’s why HealthRules Payer has been ranked number one its class among CAP Solutions. Besides delivering 90%-97% first-pass auto-adjudication rates and 99%+ accuracy, it enables our customers to react swiftly to the latest regulatory shifts and competitive pressures. It opens the door to new value-based reimbursement models, benefits plans and provider contracts. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience.

Your Impact: 

• Act as a single point of contact for customers on ongoing projects, collaborating with internal and external stakeholders to implement product fixes and enhancements. 
• Triage issues effectively, assisting customers in identifying root causes and providing workarounds, while guiding them on best practices and cleanup scripts. 
• Liaise between engineering, IT operations, and consulting teams to ensure timely resolution of incidents and continuous product improvement. 
• Participate in technical and functional discussions with customers to identify optimal solutions and contribute to knowledge base articles and reusable scripts. 
• Work cross-functionally throughout the lifecycle of product fixes and delivery, including requirements gathering, implementation, and client acceptance. 
• Identify and recommend resolutions for recurring issues to product development teams and provide feedback on bugs across active releases. 
• Contribute to deployment planning and participation in Change Control Board (CCB) meetings to review release scope and address roadblocks. 
• Job requires flexibility to provide 24x7 on call client support on rotational basis.  
  

What You Bring:

• Bachelor’s or advanced degree in IT, Computer Science, Engineering, or a related field. 
• 1–4 years of experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies. 
• Preferably, experience in the health insurance industry, particularly with healthcare payors. 
• 1+ years of experience as a Business Analyst is a plus. 
• Strong understanding of Java-based applications, including Java 11+ version code, analysing stack traces and error codes. 
• Proficient in SQL, including writing and debugging queries and joins. 
• Familiarity with Oracle RDBMS, WebLogic, and version control tools such as Git and Bitbucket. 
• Experience with SOAP and REST-based web services. 
• Hands-on experience with log analysis tools like Splunk, ELK Stack, and AppDynamics. 
• Ability to parse and filter logs using tools like grep, and familiarity with structured (JSON, XML) and unstructured log formats. 
• Foundational experience in troubleshooting and analyzing Bash scripts. 
• Basic UNIX command-line skills and shell script execution. 
• Strong aptitude for critical thinking, analytical reasoning, and problem-solving. 
• Ability to document standard operating procedures and manage ticket lifecycles using tools like Salesforce. 
• Proficiency in Microsoft Excel, including pivot tables and data analysis. 
• Experience engaging with US/UK customers and managing competing priorities effectively. 
• Excellent communication and interpersonal skills. 
• Ability to prioritize tasks, manage schedules, and work collaboratively in a fast-paced environment. 
• A proactive, driven mindset with a strong desire to understand both business and technical problems. 
• Actively seeks feedback and engages in self-assessment for continuous improvement. 
• Participates in mobbing sessions and team learning activities. 
• Identifies and updates missing or inaccurate documentation. 
• Demonstrates adaptability to new tools and processes. 
• Communicates clearly with customers and documents next steps effectively. 
  
  

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: 

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.

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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