HealthEdge delivers AI-powered operational infrastructure for health insurance organizations, enabling health plans to modernize operations, improve performance, and maintain a competitive advantage in a rapidly evolving healthcare landscape. As we continue to grow, we're investing in the talent that drives our success and shapes the future of healthcare technology.
Learn more at HealthEdge .com.
Position Overview
The Technical Service Engineer serves as a senior technical support resource responsible for advanced application support, incident management, root cause analysis, and resolution of complex production issues within the GuidingCare platform. This role acts as a critical bridge between Level 1 Support, Engineering, Product, and Infrastructure teams to ensure exceptional system availability, operational stability, and customer satisfaction.
Key Responsibilities:
Production Support & Incident Management
Monitor, triage, and resolve production incidents across all severity levels.
Meet established SLA response and resolution targets.
Perform real-time incident analysis and communicate status updates to customers and stakeholders.
Coordinate emergency production fixes and hotfix deployments with Engineering and Infrastructure teams.
Serve as the primary escalation point for complex issues from L1 Support.
Root Cause Analysis & Troubleshooting
Investigate and resolve critical and high-priority production incidents.
Conduct detailed root cause analyses using logs, auditing data, and system diagnostics.
Troubleshoot issues across application, database, and configuration layers.
Analyze application logs, stack traces, and error reports to identify defects.
Document findings and provide detailed technical recommendations to Product and Development teams.
Database & Data Operations
Write and execute complex SQL/T-SQL queries for troubleshooting and analysis.
Perform backend data corrections, updates, migrations, and cleanup activities.
Support change management processes, including CAB approvals and production data fixes.
Validate and maintain data integrity across environments.
Application & Configuration Management
Support customer configurations across QA, UAT, Training, and Production environments.
Manage configuration synchronizations and GUID consistency between environments.
Resolve configuration and synchronization failures.
Administer user provisioning, access controls, and role-based permissions.
Cross-Functional Collaboration
Partner with Product, Development, Infrastructure, DBA, DevOps, and Customer-Facing teams to resolve issues.
Prepare detailed escalation packages, including investigation results and technical findings.
Drive resolution efforts while minimizing escalation turnaround times.
Participate in customer calls for issue verification and resolution discussions.
Customer Communication
Act as a direct technical contact for enterprise customers.
Provide timely, professional communication regarding incidents and resolutions.
Develop customer-facing summaries and technical updates.
Support demonstrations, validations, and issue review meetings.
Process Improvement & Automation
Identify opportunities to automate repetitive support activities.
Develop scripts and tools to streamline support and data correction processes.
Implement process improvements that reduce ticket volume and increase efficiency.
Build proactive monitoring and alerting capabilities.
4–6 years of experience supporting enterprise software applications in a Technical Support, Production Support, or Technical Services environment.
Experience troubleshooting complex production issues across application and database layers.
Strong SQL development and data analysis experience.
Ability to work independently and manage competing priorities in a fast-paced environment.
Proven ability to communicate effectively with both technical and non-technical stakeholders.
Industry Knowledge:
Healthcare IT experience strongly preferred.
Familiarity with payer, care management, or healthcare administration platforms is a plus.
Core Competencies:
Problem Solving
Ownership & Accountability
Communication Skills
Attention to Detail
Customer Focus
Collaboration
Leadership
Process Improvement
Continuous Learning
Ability to Perform Under Pressure
Education:
Bachelor's degree in one of the following preferred fields:
Computer Science
Information Systems
Information Technology
Healthcare Informatics
Related technical discipline Geographic Responsibility: Remote, US Type of Employment: Full-time, permanent 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.
* 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.
