Associate Technical Services Engineer
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Job Description
Associate Technical Services Engineer supporting HealthEdge’s healthcare insurance technology customers. Troubleshooting Java, SQL, database, and web-service issues while resolving support tickets within SLAs.
Responsibilities:
- Provide first-line product and technical support to customers
- Diagnose customer issues, research solutions, and resolve tickets within established SLA guidelines
- Troubleshoot technical problems through systematic analysis
- Collaborate cross-functionally to identify root causes and implement effective solutions
- Triage and prioritize customer issues
- Deliver timely workarounds and guide users on best practices and preventive measures
- Escalate complex issues appropriately while maintaining clear customer communication
- Contribute to knowledge base documentation
- Develop reusable scripts to improve team efficiency and customer self-service capabilities
- Maintain flexible availability to support customers across time zones, including occasional early morning or evening shifts for US team collaboration
- Participate in mobbing sessions and team learning activities
- Identify and update missing or inaccurate documentation
- Adapt to new tools and processes
- Communicate clearly with customers and document next steps effectively
Requirements:
- 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
- Strong critical thinking, analytical reasoning, and problem-solving skills
- Ability to document standard operating procedures and manage ticket lifecycles using Salesforce and Jira
- Experience engaging with customers and managing competing priorities
- Technical curiosity and strong learning aptitude
- Knowledge of Java-based applications and troubleshooting
- SQL query development and debugging
- Relational databases and version control
- Web services (SOAP/REST)
- Data formats and log analysis
- UNIX command-line basics
- Excellent communication and interpersonal skills
- Ability to prioritize issues, manage schedules, and work collaboratively in a fast-paced environment
- Proactive, driven mindset with desire to understand business and technical problems
- May be required to undergo a pre-employment criminal background check
Benefits:
- Remote work environment
- Flexible availability across time zones
- May require travel dependent on company needs
- Reasonable accommodations for individuals with disabilities
- Equal opportunity and workforce diversity commitment
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