Jobs and Careers

Customer Support Services Engineer, I/DD

New York City, United Statesfull_timeVerifiedPosted 25 Sept 2025

💰 $85,000/yr($75,000/yr – $85,000/yr)

About the role

Sandata Technologies, now part of HHAeXchange, is the pioneering force in home and community-based care, consistently leading the way with innovative technology solutions. The Sandata software solution has been implemented by thousands of homecare and I/DD agencies nationwide, is leveraged by national MCOs, and has been selected by numerous state Medicaid agencies to ensure their compliance with the federal mandate to implement Electronic Visit Verification (EVV).
Sandata Technologies, an HHAeXchange company, is hiring a Customer Support Services Engineer, I/DD. This position is responsible for assisting our customers advanced challenges, troubleshoot, and implement solutions, collaborate with development and engineering teams on resolutions, and has direct impact in overall customer satisfaction (internal and external).
The ideal candidate has a passion for troubleshooting and resolving complex issues, can effectively balance rapidly changing and competing agendas, and has exceptional communication and interpersonal skills. This role helps to bridge the gap between our customers, frontline technical support staff, and our product/development teams. This is a customer-facing role that requires cross-functional collaboration with our Product Development, Engineering, Customer Support, Sales, and Customer Success teams.
Click here to learn more about how HHAeXchange and Sandata are deeply committed to addressing critical challenges in the sector by expertly connecting the homecare ecosystem.
Candidates located in the Minneapolis, New York City, or Washington, D.C. Metro areas are highly preferred and will be required to work onsite two days per week as part of a hybrid work model.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

Troubleshoot and resolve complex issues with high level data analysis
Deliver high quality service to external and internal clients
Meet or exceed production standards and customer SLA’s
Follow established standards with queue and ticket management
Identify common issues/determine root cause, provide resolution, and seek continuous improvement
Contribute to product development, sharing insights from technical issues of previous products/deployments
Effectively communicate with peers and all levels of management
Provide customer updates, including direct communication with the customer, to explain the issue and identified resolution. Clearly and concisely address customer questions and follow up items.
Develop and maintain expert-level technical knowledge of Sandata’s suite of products.
Work within the broader Customer Operations team to provide the knowledge, resources, and customer advocacy that enable other teams to deliver customer value via support channels, training, documentation, or product/feature feedback to development.
Build trust and provide partnership with accounts’ key stakeholders.
Lead user facing operational meetings, both through video chat and occasionally in-person.
Work cross-functionally, both internally and within your user’s organizations, to provide guidance and implement technical software solutions.
Create and maintain internal documentation, including but not limited to playbooks, operational slide decks, analytical reporting, and customer relationship artifacts.
Create customer-facing technical documentation, including but not limited to training materials, technical specifications, change requests, help articles, root cause analyses, visual diagrams, and presentations.

Other Job Duties

Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

Travel 0-10%, including overnight travel.

Required Education, Experience, Certifications, and Skills

3+ years’ experience in a Tier 2-Tier 3 technology support role. Application/product support preferred (not hardware).
Previous experience troubleshooting complex technical issues, root cause analysis and resolution.
Previous experience in a customer service focused role, being able to think and respond quickly to customer questions (and handling customer questions via phone meeting).