Sr. Technical Customer Support Engineer

VIMO INC•Dallas, TX

3d•$130,000 - $160,000

About The Position

We are seeking a Senior Technical Support Engineer to support a Medicaid SaaS platform with a focus on MAGI Medicaid eligibility and enrollment workflows. This role is responsible for triaging and resolving technical issues across the application, database, and integrations, while applying working MAGI Medicaid knowledge towards problem resolution. This is a hands-on, customer-facing role that requires Medicaid domain understanding. This role acts as an escalation point within the internal teams.

Requirements

Working understanding of MAGI Medicaid eligibility concepts
Familiarity with MAGI eligibility and enrollment workflows
Ability to recognize common MAGI-related issue patterns
Understanding of how Medicaid systems integrate with external partners (Marketplace, verification services, data exchanges)

Nice To Haves

Experience supporting government, healthcare, or regulated SaaS systems
Comfort working with ambiguous or incomplete information while progressing investigations
Strong triage and prioritization judgment in high-volume environments

Responsibilities

Troubleshooting and resolving technical issues in a SaaS environment, including application behavior, databases, integrations, and APIs
Managing and prioritizing multiple tickets in a production support environment
Taking end-to-end ownership of tickets, including follow-through across teams until resolution
Engaging directly with customers to understand symptoms and business impact
Identifying when issues are systemic and escalating effectively with clear problem description and impact
Contributing to improved resolution process, including triage practices