[Hiring] Technical Services Engineer @HealthEdge

Role Description

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.

• 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.
• Consistently ranks #1 among CAPS solutions, delivering 90–97% first-pass auto-adjudication rates and over 99% accuracy.
• 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.

Qualifications

• 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.

Requirements

• 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.
• 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.
• 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.

Benefits

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