Sr. Customer Support Engineer

GetInsured; United States; Remote; USD 89,000 - 100,000; Full time

Job summary

Join a dynamic team at an innovative firm dedicated to simplifying health insurance enrollment. As a Senior Technical Support Engineer, you'll leverage your technical expertise to troubleshoot complex issues in a SaaS environment, ensuring customer satisfaction through effective communication and collaboration. You'll work closely with development and QA teams, contributing to product enhancements and resolving customer concerns. This role offers an exciting opportunity to make a tangible impact in a rapidly evolving industry while enjoying a supportive work environment with excellent benefits. Embrace the chance to grow your career in a well-funded startup that values your contributions.

Benefits

Stock options

Yearly education allowance

Medical insurance

Vision insurance

401(k)

Tuition assistance

Qualifications

• In-depth knowledge of SQL and experience with SQL reports.
• Hands-on experience using API tools like Postman.
• Strong troubleshooting skills in a SaaS environment.

Responsibilities

• Troubleshoot complex technical issues related to the SaaS environment.
• Communicate with customers to understand their problems.
• Document technical knowledge and maintain client relationships.

Skills

SQL

API tools (Postman)

Linux commands

Problem-solving

Communication skills

Education

BS in Information Technology

BS in Computer Science

Tools

JIRA

Splunk

Job description

It’s truly an exciting time to be a part of GetInsured. Our vision has always been to make finding and enrolling in health insurance simple. Currently, GetInsured has the largest state-based marketplace footprint, and our consumer-friendly interface and decision support tools empower millions of consumers across the country to make better health plan decisions. GetInsured builds and operates award-winning cloud-based enrollment tools that serve state-based exchanges, brokers, insurers, and consumers. In addition to eligibility determination, plan selection, and enrollment technology for state agencies, the company delivers innovative agent marketing and call center tools and services.

Who You Are

You’re a bright, energetic, curious, solution-minded, technically proficient, professional. If this is you and you also meet the core requirements listed below, then you will be a good fit for the GetInsured Support Engineering Team and can be part of a highly motivated, passionate group of support professionals.

Who You’ll Be Working With

You’ll be joining our Technical Support Team to provide state-of-the-art service to GetInsured customers. You will also work closely with the development and QA teams to ensure prompt resolution of customer-reported problems. You will have a strong relationship with and constant communication with Product Management, to convey customer enhancement requests and ideas to enrich product functionality and usability.

What You’ll Be Doing

We are looking for a Senior Technical Support Engineer who will be responsible for the following:

• Troubleshooting of complex technical issues related to the SaaS environment and its database
• Clear and concise internal and external communication
• Communication with customers to quickly understand the root of their problems
• Collaborating with clients through a series of actions, and get to a resolution that solves their technical issue
• Proper escalation of unresolved issues to appropriate internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal resources to provide accurate technical solutions
• Ensuring all issues are properly logged
• Prioritizing and managing several open issues simultaneously
• Documenting accumulated technical knowledge (lessons learned, processes, etc.)
• Maintaining relationships with clients based on integrity and trust
• Functioning within a team and be a self-directed individual contributor

The Experience You'll Need

• IN-DEPTH and ADVANCED knowledge of SQL and proven work experience with SQL reports
• In-depth understanding of microservices and APIs, with hands-on experience using API tools such as Postman
• Familiarity with Linux commands
• Strong ability to troubleshoot complex technical issues which encompass a wide range of services
• Excellent problem-solving and communication skills
• BS degree in Information Technology, Computer Science or relevant field

Additional Experience We Would Love to Have

• Background in healthcare insurance
• Scripting experience
• Experience with EDI, e.g. ANSI 834
• Experience with Splunk
• Experience following a written operational procedure or other documentation to resolve an issue or complete a task
• Familiarity with JIRA

What We Offer

A challenging, consumer-facing problem space, where you can make an immediate impact. You’ll be wearing multiple hats and working on various projects and teams. You will get your hands dirty with the latest technologies, learn to use new tools, and get the opportunity to have your say in the final product. You’ll work alongside a great team that assumes the best intentions and makes every effort to show empathy and care in all interactions. We’re a well-funded, stable startup with excellent salaries, medical/dental/vision coverage, and perks. GetInsured is an Equal Opportunity Employer.

• Stock options
• Yearly education allowance

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Tuition assistance

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