Senior Tech Services Engineer

HealthEdge Software, Inc.; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

HealthEdge Software, Inc. in Bengaluru, India seeks a Senior Technical Services Engineer to join the customer support team and provide expert application support for enterprise SaaS healthcare solutions.

You will troubleshoot complex issues, support hosted and on-premises environments, and collaborate with cross-functional teams to improve service quality and product knowledge.

Qualifications

• 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.

Responsibilities

• Troubleshoot complex issues and enhance the user experience for HealthEdge customers.
• Provide technical support to internal and external clients across hosted and on-premises environments.
• Leverage Java-based technologies to resolve issues efficiently.
• Collaborate with IT, operations, product development and management to drive improvement.
• Analyze root causes, communicate findings, and document resolutions in Salesforce.
• Mentor junior engineers and contribute to knowledge sharing.
• Participate in on-call rotation and customer calls for timely support.

Skills

Java/J2EE

SQL/Oracle

Linux/Windows

WebLogic/WebSphere

REST/SOAP

Splunk/ELK/AppDynamics

On-call support

Mentoring

Education

Bachelor’s degree in Computer Science or related field

Tools

Oracle SQL

WebLogic/WebSphere

Job description

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 forHealthEdgecustomers.
• Provide technical support to both internal and external clients across hosted and on-premisesenvironments.
• 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 ofHealthEdge 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-generationclaims 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. HealthRulesPayer consistently ranks #1 among CAPS solutions, delivering90-97% 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 memberexperiences.

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 inSalesforce.
• 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 withHealthEdge 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 familiaritywith 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-pacedenvironment. Experience creating runbooks and knowledge base articles to document root cause analyses andstandard procedures.
• Soft Skills & Work Environment: Excellent written and verbal communication skills, with the ability to articulate technical concepts todiverse audiences. Comfortable working in dynamic environments with flexibility to provide 24x7 oncall client support on a rotational basis.