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:  

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

2. 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. 

3. 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.