01Key Responsibilities
Analyze complex technical problems, identify root causes, and effectively communicate findings to both customers and product development teams. Manage multiple support cases with competing priorities, ensuring accurate documentation and customer information is maintained in Salesforce. Perform in-depth root cause analysis and correlate issues across systems and applications to drive resolution. Demonstrate a proactive, solution-oriented mindset, consistently seeking opportunities to enhance service quality, operational efficiency, and team performance. Assist customers in diagnosing issues quickly, providing effective workarounds, and guiding them on best practices and cleanup procedures. Participate in customer calls, peer reviews, and cross-functional discussions to identify optimal solutions and contribute to continuous improvement. Provide detailed feedback on bugs across active product releases and contribute to the development of knowledge base articles and reusable scripts for recurring issues. Actively contribute to team knowledge sharing, fostering a culture of learning and collaboration. Mentor and support team members, promoting skill development and knowledge transfer. Exhibit a strong commitment to understanding both the technical and business aspects of customer challenges, driving impactful solutions. Ensure all activities are performed in compliance with HealthEdge policies and procedures, particularly those related to the handling of PHI and PII. Participate in a rotational 24x7 on-call support schedule to provide timely assistance to clients.
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: Mentors junior engineers and contributes to onboarding and training. Leads cross-functional initiatives to address recurring or systemic issues. Champions knowledge sharing by creating new resources and teaching sessions. Identifies and mitigates resistance to change, guiding teams through transitions. Drives initiatives to address systemic issues and contributes to strategic improvements.
What you bring: Education & Experience: Bachelors degree in Computer Science, Electronics, or a related field. 5-8 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. Experience with Linux and Windows operating systems- comfortable on a Linux server and familiarity with command lines Expertise in .
