Technical Support Engineer
1 month ago
Position summary:
We are looking for Technical Support Engineers who are proficient with Java-based technologies and
frameworks. As a Software Engineer in Product Support, your primary focus is to is to troubleshoot
HealthEdge customers issues and improve user experience over time and provide technical support to
internal and external clients, for both hosted and on-premises solutions by supporting our diverse
product portfolio. You will collaborate through innovation with IT, operations teams, product
development and product management and various stake holders.
What you will do:
o Issue Triage and code debugging.
o Assist the customers to quickly identify issues or get workarounds for the various issues.
o Act as a liaison between engineering, IT Operations, and consulting teams to resolve incidents.
o Exercise judgment within defined practices and procedures, provide status on progress and
makes recommendations on process improvements.
o Manage work assignments, priorities, and schedules with input from senior specialists or direct
manager.
o Participate in peer reviews of issue analysis.
o Have technical/Functional discussions with customers to find the best possible solutions.
o Build and deploy tools to identify product issues proactively.
o Identify common issues and recommend resolutions to Product development.
o Proactively fix Failed Transactions, Stuck Claims and DW streaming issues which cause most of
the business disruption leading to escalations.
o Provide feedback into fixing bugs to all active releases.
o Participate in customer calls to guide them towards best practices and help explain
workarounds/cleanup scripts.
o Partner with product teams on preventive measures in the software.
o Contribute to KB on generic scripts to fix common issues.
o Might involve some early morning shift or evening shifts (India time) to overlap work with US
teams along with On-call support. Mostly will not involve very late-night shifts .
What you bring:
o 1-4 years of experience in analysis, maintenance and support, implementation, and testing of
software systems in Java, J2EE, and Internet technologies.
o Experience in SOAP and REST based Web services.
o Experience in understanding and debugging Java 7+ version code, WebLogic, Oracle RDBMS
based applications.
o Hands on with Linux and shell or other Unix scripting languages.
o Experience with code versioning tools such as GIT, Bitbucket.
o Hands-on experience in SQL basics and SQL joins.
o Prior experience with performance optimization and troubleshooting of Java applications and
familiar with application performance management tools like AppDynamics, Splunk , solar winds.
o Familiarity with modern front-end CI-CD build pipelines and tools (Maven).
o Good to have domain knowledge on Healthcare/US Health Insurance.
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