Immediate Joiner - Technical Services Engineer

The Product:

HealthRules Payer is the core of our integrated solution suite, offering a leading digital, next-generation claims administration processing system. It includes advanced business intelligence, seamless integration, a unique configuration and promotion engine, and comprehensive home and host processingavailable on both public and private clouds. HealthRules Payer consistently ranks #1 among CAPS solutions, delivering 9097% 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 member experiences

Key Responsibilities:

• Triage and analyze complex issues, perform root cause analysis and correlate related system or application problems.
• Act as a liaison between engineering, IT operations, and consulting teams to resolve incidents and ensure timely communication with customers.
• Assist customers in quickly identifying issues and providing effective workarounds, while guiding them on best practices and cleanup scripts.

Manage multiple support requests with competing priorities, maintaining accurate case records and customer information in Salesforce.

• Participate in customer calls, peer reviews, and technical/functional discussions to identify optimal solutions and drive continuous improvement.

• Provide feedback on bugs across active releases and contribute to knowledge base articles and reusable scripts for common issues.
• Document root cause analyses and standard procedures through runbooks and KB articles.
• Demonstrate a strong drive to understand both the business and technical aspects of problems, contributing to improved service and operational efficiency.
• Perform all job functions in compliance with HealthEdge policies and procedures, including those related to handling PHI and PII.

• Provide 24x7 on-call client support on a rotational basis.

• 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

• Collaborates across departments (e.g., CSMs, Engineering) to troubleshoot effectively.
• Contributes to and improves knowledge base articles and runbooks.
• Demonstrates resilience during change and helps implement new tools or processes.
• Participates in brown bags or mobbing sessions to share knowledge.
• Owns process improvement projects and manages transitions.

What you bring:

Education & Experience

• Bachelors degree in Computer Science, Electronics, or a related field.
• 4-6 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.
• Expertise in relational databases (preferably Oracle), with the ability to understand schemas, write and debug complex SQL queries.

• 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.
• Root cause analysis across distributed systems including microservices, APIs, and message queues.

• Hands-on experience with monitoring and analysis tools such as Splunk, ELK Stack, and AppDynamics.

• Foundational experience in troubleshooting and analyzing Bash scripts.

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-paced environment.
• Experience creating runbooks and knowledge base articles to document root cause analyses and standard procedures.

Soft Skills & Work Environment:

• Excellent written and verbal communication skills, with the ability to articulate technical concepts to diverse audiences.

• Comfortable working in dynamic environments with flexibility to provide 24x7 on-call client support on a rotational basis