Application Services Engineer

Overview

Position Overview: The Application Support Engineer is a seasoned individual who will join the customer support team to provide application support for state-of-the-art healthcare applications.  The ideal candidate will have experience providing customer facing support for enterprise SaaS solutions with a drive to challenge their abilities and to develop deep product expertise. As part of the Support Engineering team, you will utilize a wide range of technologies combined with deep knowledge of HealthEdge’s products to provide exceptional customer support.  

The Product: 

With HealthRules Payer, our integrated solutions suite includes the industry's leading, digital, next-generation claims administration processing system, business intelligence, integration capabilities, a unique to industry configuration and promotion application, and home and host processing support available on both public and private clouds. The fact is, a Core Administrative Processing System (CAPS) needs to do much, more more than just core administrative processing. That’s why HealthRules Payer has been ranked number one its class among CAP Solutions. Besides delivering 90%-97% first-pass auto-adjudication rates and 99%+ accuracy, it enables our customers to react swiftly to the latest regulatory shifts and competitive pressures. It opens the door to new value-based reimbursement models, benefits plans and provider contracts. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience. 

 

Your Impact: 

• Performs activities from Ops Service Delivery Catalogue through tickets.
  • Prepares Playbooks and SOPs.
  • Maintains knowledge base.
  • Supports day-to-day issues raised by customer or HE team.
• Collaborates with PS, Engineering, support and Operations (Infra, DBA, Incident) to get the day-to-day job done.
  • Works with customer and TAM to understand and resolve complex issues.
  • Create tickets as necessary for other teams.
• Understands how day-to-day activities impact customers and in major activities how to sequence the work.
• Understands basic terms used in SaaS and how to align priorities through tickets.
• Seeks to improve self, process and knowledge base.
• Naturally curious
• Collaborative
• Good troubleshooting and problem-solving skills.

What You Bring: 

• Bachelor’s Degree in Computer Science, Electronics, or another relevant field 
• Understands how day-to-day activities impact customers and in major activities how to sequence the work.
• Understands basic terms used in SaaS and how to align priorities through tickets.
• Seeks to improve self, process and knowledge base.
• Naturally curious
• Collaborative
• Good troubleshooting and problem-solving skills

 

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

 

Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the U.S. 

Type of Employment: Full-time, permanent 

FLSA Classification (USA Only): Exempt 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  
• Work across multiple time zones in a hybrid or remote work environment. 
• Long periods of time sitting and/or standing in front of a computer using video technology. 
• May require travel dependent on company needs. 

 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the America