Overview

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:

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

Senior Tech Services Engineer