Remote Technical Support Engineer

HealthEdge; United States; Remote; USD 80,000 - 85,000; Full time

Job summary

HealthEdge is seeking an Associate Technical Services Engineer to deliver frontline product and technical support to customers, troubleshoot issues, and ensure timely resolution within SLA guidelines. You will collaborate with cross-functional teams to drive customer success and continuous improvement.

The role requires problem-solving, effective communication, and a proactive learning mindset in a fast-paced environment with shifts across time zones.

Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field.
• 0-2 years of experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies.
• Preferably, experience in the health insurance industry, particularly with healthcare payors.
• 1+ years of experience as a Business Analyst is a plus.

Responsibilities

• Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines.
• Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement effective solutions.
• Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures.
• Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process.
• Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities.
• Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts for US team collaboration.

Skills

Java/J2EE

SQL

Salesforce

Jira

Unix command line

REST/ SOAP

Problem solving

Customer interaction

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Salesforce

Jira

Job description

HealthEdge is seeking an Associate Technical Services Engineer to deliver frontline product and technical support to customers, troubleshoot issues, and ensure timely resolution within SLA guidelines. You will collaborate with cross-functional teams to drive customer success and continuous improvement.

The role requires problem-solving, effective communication, and a proactive learning mindset in a fast-paced environment with shifts across time zones.