Position Overview: 

We are seeking a 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 improve 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. 

What you will do: 

• Triage and analyze complex issues, perform root cause analysis and correlate related system or application problems. 

• Act as a liaison between engineering, IT operations, and consulting teams to resolve incidents and ensure timely communication with customers. 

• Assist customers in quickly identifying issues and providing effective workarounds, while guiding them on best practices and cleanup scripts. 

• Manage multiple support requests with competing priorities, maintaining accurate case records and customer information in Salesforce. 

• Participate in customer calls, peer reviews, and technical/functional discussions to identify optimal solutions and drive continuous improvement. 

• Proactively address recurring issues such as failed transactions, stuck claims, and data warehouse streaming disruptions to minimize business impact. 

• Provide feedback on bugs across active releases and contribute to knowledge base articles and reusable scripts for common issues. 

• Build and deploy tools to proactively identify product issues and partner with product teams on preventive measures. 

• Document root cause analyses and standard procedures through runbooks and KB articles. 

• Demonstrate a strong drive to understand both the business and technical aspects of problems, contributing to improved service and operational efficiency. 

• Perform all job functions in compliance with HealthEdge policies and procedures, including those related to handling PHI and PII. 

• Provide 24x7 on-call client support on a rotational basis. 

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

What you bring: 

Education & Experience: 

• Bachelor’s degree in Computer Science, Electronics, or a related field. 

• 5+ 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. 

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. 

• Expertise in relational databases (preferably Oracle), with the ability to understand schemas, write and debug complex SQL queries. 

• 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. 

• Root cause analysis across distributed systems including microservices, APIs, and message queues. 

• Hands-on experience with monitoring and analysis tools such as Splunk, ELK Stack, and AppDynamics. 

• Foundational experience in troubleshooting and analyzing Bash scripts. 

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. 

Preferred: 

• Domain knowledge in healthcare or US health insurance.