Lead Support Engineer

We are seeking a Lead Support Engineer to assist customers in analyzing healthcare data, improving population health, and reducing healthcare costs. The role involves creating customer-facing documentation, resolving technical issues, acting as a subject matter expert, and ensuring timely and efficient customer service. Key skills include SQL, ETL, Power BI/Analytics tools, Jira, Unix, and Python, with experience in US Healthcare being preferred. The position offers industry-focused certifications and opportunities for rewards and recognition.

• Create world-class customer facing documentation to enhance customer experience
• Remove ambiguity by documenting processes and improving team efficiency
• Convert tacit knowledge into implicit knowledge
• Develop and implement communication strategies for positive relationships with stakeholders
• Resolve and provide guidance for escalated technical issues
• Participate in customer meetings for escalated issues and provide faster resolution
• Act as a subject matter expert (SME) for customer issues
• Demonstrate excellent leadership and team-building skills
• Exhibit effective oral and written communication skills
• Ensure timely and courteous resolution of client issues
• Maintain high customer service levels by adhering to SLAs and support standards
• Handle advanced support issues when all possible solutions have been exhausted
• Provide weekly statistics to leaders to increase efficiency
• Coordinate new hire training and continuing education for existing employees
• Monitor queues, assist with daily goals, and conduct quality control to reduce errors
• Establish, recommend, and implement policies for customer-oriented services
• Collaborate with other teams to increase profitability, productivity, and client experience
• Troubleshoot data issues and defects to determine root cause
• Perform performance tuning of ETL process and SQL queries
• Recommend and implement ETL and query tuning techniques
• Preferred skill: Experience in US Healthcare

• Excellent Leadership and Team Building Skills
• Effective Oral and Written Communication Skills
• SQL, ETL, Power BI / Analytics tools, Jira, Unix
• Python, Mongo DB (Good to have)
• Experience in US Healthcare
• Developed and implemented communication strategies to ensure positive and productive relationships with internal and external stakeholders.
• Resolved and provided guidance to team members for escalated technical issues
• Participated in customer meetings for escalated issues to provide faster resolution
• Acted as subject matter expert (SME) for customer issues.
• Ensured team members resolved all client issues courteously and in a timely manner.
• Maintained a high percentage of customer service by maintaining SLA’s and support
• Handled all advanced support issues, when all possible solutions have been exhausted
• Provide weekly statistics to leaders in efforts to increase efficiency
• Coordinated new hire training and continuing education for existing employees
• Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
• Establishing, recommending, and implementing policies to ensure the quality, timely, and efficient design of customer-oriented services.
• Working effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience.
• Troubleshoot data issues and defects to determine the root cause.
• Performance tuning of the ETL process and SQL queries, and recommend and implement ETL and query tuning techniques.

• Industry-Focused Certifications
• Rewards and Recognition
• Health Insurance and Mental Well-being
• Sabbatical Leave Policy
• Open Floor Plan
• Paternity and Maternity Leave
• Paid Time Off