Senior Application Services Engineer

4 weeks ago

Washington, Washington, D.C., United States HealthEdge Software Inc Full time
Job Summary

The Senior Application Services Engineer is a seasoned professional responsible for providing exceptional customer support for enterprise SaaS solutions. This role requires a deep understanding of complex technical issues and the ability to communicate effectively with customers and product development teams.

Key Responsibilities

  • Recognize and analyze problems of high complexity, and communicate findings to customers and product development
  • Manage multiple requests with competing priorities
  • Conduct root cause analysis and correlation of other system and/or application problems
  • Be a creative, driven, and assertive team member always looking for ways to drive improved service and greater operational efficiencies and performance
  • Maintain up-to-date support case records and customer information by utilizing our Customer Support Management System (Salesforce)
  • Contribute to team knowledge sharing and learning
  • Mentoring and assisting teammates
  • Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

Requirements

  • Bachelor's Degree in Computer Science, Electronics, or another relevant field
  • Minimum of 7 years of experience supporting mission-critical multi-tiered enterprise applications
  • Ability to run point on multiple issues, working autonomously using complex problem-solving skills and escalating when appropriate
  • Excellent written and oral communication skills with the ability to articulate concepts to a variety of audiences
  • Comfortable working in a fast-paced, changing environment
  • Experience with web technologies and middleware such as WebLogic/WebSphere
  • Experience with Linux and Windows operating systems
  • Strong knowledge of databases (preferably Oracle), understand schemas, database structures, and ability to write and debug SQL queries
  • Linux skills: comfortable on a Linux server and familiarity with command lines

What We Offer

  • Job requires flexibility to provide 24x7 on-call client support on a rotational basis
  • Experience with writing documentation, creating best practices, and standard operating procedures
  • Mentoring/training new support engineers in product knowledge, problem analysis, communication, and technical skills
  • Experience with SOAP and Web Services is a plus

HealthEdge is an Equal Opportunity Employer

We are committed to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace where all employees have the opportunity to belong, make an impact, and deliver excellent software and services to our customers.

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