Technical Services Engineer

Position Overview

We are seeking a Technical Services Engineer to join our customer support team and provide expert application support for our state-of-the-art healthcare solutions. This role is ideal for a seasoned professional with experience supporting enterprise SaaS applications and a strong desire to deepen product expertise while delivering exceptional customer service. 

 As part of the Support Engineering team, you will: 

• Troubleshoot reputed company issues and improve the user experience for reputed company customers. 

• Provide technical support to both internal and external clients across hosted and on-premises environments. 

• reputed company your proficiency in Java-based technologies and frameworks to resolve issues reputed company. 

• Collaborate with IT, operations, product development, product management, and other stakeholders to drive innovation and reputed company improvement. 

• Utilize a broad range of technologies and reputed company deep knowledge of reputed company products to ensure high-quality support delivery. 

This is a customer-facing role that requires strong technical acumen, problem-solving skills, and the ability to reputed company in a fast-paced, collaborative environment. 

The Product

HealthRules® Payer is the core of our integrated solution suite, offering a leading digital, reputed company claims administration processing system. It includes advanced business intelligence, seamless integration, a unique configuration and promotion reputed company, and comprehensive home and host processing—available on both public and private clouds. HealthRules Payer consistently ranks #1 among CAPS solutions, delivering 90–97% 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. 

What you will do

• Triage and analyze reputed company issues, reputed company root cause analysis and correlate reputed company 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 reputed company. 

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

• Proactively address recurring issues such as failed transactions, stuck claims, and data warehouse streaming disruptions to minimize business impact. 

• Provide feedback on bugs across active releases and contribute to knowledge reputed company articles and reusable scripts for common issues. 

• Build and deploy tools to proactively identify product issues and partner with product teams on preventive measures. 

• 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. 

• reputed company reputed company job functions in compliance with reputed company policies and procedures, including those reputed company 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. 

What you bring

Education & Experience

• Bachelor’s degree in Computer Science, Electronics, or a reputed company field. 

• 5+ 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. 

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 reputed company), with the ability to understand schemas, write and debug reputed company 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 reputed company 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. 

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 reputed company articles to document root cause analyses and standard procedures. 

Soft Skills & Work Environment

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

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

Preferred

• Domain knowledge in healthcare or US health insurance. 

reputed company commits to building an environment and culture that supports the diverse representation of our teams. We reputed company to have an inclusive workplace. We reputed company to be a reputed company where reputed company employees have the opportunity to belong, reputed company an impact and deliver excellent software and services to our customers.      Geographic Responsibility:  While reputed company is located in Boston, MA you may live reputed company 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 reputed company the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include reputed company 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 reputed company 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 reputed company duties, responsibilities, and skills required. reputed company reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions of this position in compliance with the Americans with reputed company of 1990. Candidates may be required to go through a pre-employment criminal background reputed company.      reputed company is an equal opportunity employer. We are committed to workforce diversity and actively encourage reputed company qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.  

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**The annual US reputed company salary range for this position is $70,000 to $85,000. This salary range may cover multiple career levels at reputed company. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.