[Hiring] Technical Services Engineer @HealthEdge

Role Description

The Production Support L2 Engineer is a highly skilled technical professional responsible for providing advanced GuidingCare application support, incident management, root cause analysis and resolution of complex production issues for enterprise customers. The role acts as the critical bridge between L1 support, development teams and product engineering, ensuring maximum system availability and customer satisfaction.

Key Responsibilities

• Production Support Management
  • Monitor, triage and resolve customer production service requests across Critical, High, Medium and Low priority levels.
  • Ensure zero SLA breaches by adhering to defined response and resolution timeframes.
  • Perform real-time incident analysis and provide timely status updates to customers and stakeholders.
  • Coordinate emergency production fixes and hotfixes with development and infrastructure teams.
• Root Cause Analysis & Troubleshooting
  • Conduct thorough root cause analysis for all Critical and High priority production issues.
  • Investigate intermittent, non-reproducible and sporadic issues using logs, audit tables and environment analysis.
  • Perform deep-dive technical investigations at application, database and configuration layers.
  • Analyze application logs, error traces and stack traces to identify underlying defects.
  • Provide detailed investigation findings with code snippets and analysis to development teams.
• Database Management & Data Operations
  • Write and execute complex SQL queries for issue investigation and data analysis.
  • Perform backend data corrections — soft deletes, record updates, data migrations and cleanup.
  • Manage data correction scripts through the CAB approval and change management process.
• Application & Configuration Management
  • Support customer application configurations across QA, UAT, Training and Production environments.
  • Handle configuration sync operations and validate GUID consistency across instances.
  • Resolve sync failures caused by historical data inconsistencies and GUID mismatches.
  • Handle user provisioning, access management and role-based permission configurations.
• Escalation & Cross-Functional Collaboration
  • Act as the primary escalation point from L1 for complex production issues.
  • Raise and manage GCPROD tickets to Product team with complete investigation and code snippets.
  • Collaborate with CFT, DBA, Product, Infrastructure and DevOps teams for issue resolution.
  • Provide 80% investigation and solution before escalating to reduce turnaround time.
• Customer Management & Communication
  • Serve as direct point of contact for enterprise customers on production issues.
  • Provide clear, professional and timely communication on incident status and resolution.
  • Draft professional client-facing communications with accurate technical findings.
  • Participate and initiate customer calls and demonstrations for issue verification and validation.
• Process Improvement & Automation
  • Identify and drive automation initiatives to eliminate repetitive manual support tasks.
  • Develop automation scripts for routine data corrections and validations.
  • Propose and implement process improvements to reduce ticket volume and resolution time.
  • Build monitoring and alerting mechanisms for proactive issue detection.

Qualifications

• Bachelor’s degree: preferably in Computer Science, Information Systems, Information Technology, or a healthcare-related field from an accredited university required.
• 4-6 Years of experience in Technical Services and Support managing enterprise applications.
• Self-directed and able to work without supervision.
• Energetic and eager to tackle new projects and ideas.
• Ability to be highly organized.

Requirements

• SQL Server / T-SQL
• C# / .NET Framework / Core
• ASP.NET Core / Web API
• REST APIs / SOAP Web Services
• SSIS / SQL Server Agent
• Application Log Analysis
• Jira / ServiceNow
• Confluence
• Git / Source Control
• Windows Server / IIS

Good to Have

• AWS Cloud / Azure
• Python / Bash Scripting
• Docker / Kubernetes
• Active Directory / LDAP
• Dynatrace / AppDynamics

Domain Knowledge Required

• Healthcare IT

Key Competencies

• Problem Solving
• Ownership
• Communication
• Attention To Detail
• Pressure Management
• Collaboration
• Customer Focus
• Continuous Learning
• Process Orientation
• Leadership

Geographic Responsibility

• Remote, US

Type of Employment

• Full-time, permanent

Work Environment

• 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.

Salary Information

The annual US base salary range for this position is $100,000 to $110,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.