Support Engineer

Cotiviti•Remote,

4d•$83,000 - $110,000•Remote

About The Position

The Support Engineer will assist in managing and coordinating recovery efforts for all events impacting production processes, SLA’s and client satisfaction. This role involves direct communication with clients and management regarding production events, escalating issues as needed, and providing status updates and risk assessments. The Support Engineer will also be responsible for producing after-outage documentation and acting as a subject matter expert in troubleshooting application support and file processing issues, new client activation or expansion, and client requests. This includes testing and setting up additional or non-standard monitoring. The role requires monitoring the support ticket queue, researching issues independently, and troubleshooting various technical problems using knowledge of systems, networks, application functionality, and OSI interdependencies. Collaboration with appropriate engineering or support groups for ticket resolution is essential. The Support Engineer will also document and improve Production Support processes, contribute to the knowledge base, and engage in peer knowledge sharing and training. Adherence to ITIL framework processes (incident, problem, change, and release/configuration management) is expected, aiming for operational excellence. Responsibilities extend to supporting disaster recovery and business continuity planning and testing, including live failover and fallback exercises. The role interfaces with Implementations, Development, QA, and Configuration Management teams for releases and deployments into Production. Additionally, the Support Engineer will develop advanced scripts and tools for task automation, application diagnostics, and data accuracy/access issue resolution. This position involves receiving escalations from junior team members, providing direction, feedback, training, and mentoring. Participation in on-call and/or shift rotations supporting 24x7 enterprise-level systems is required. The role also includes completing responsibilities outlined on the annual Performance Plan and any assigned special projects. Duties must be performable with or without reasonable accommodation.

Requirements

Requires a bachelor's degree in computer science, information technology, or related technical field or equivalent training, certification.
3-5+ years of experience developing/supporting enterprise -level applications software in multi-node Windows or Linux Server environments.
Deep knowledge of application architectures, workflows and monitoring tools.
Strong experience working with SQL, Oracle, PL/SQL, MS Access and DB Management tools, proficiency with PowerShell, Bash or VB scripting, plus Java EE and/or.NET frameworks.
Ability to work in a cross-functional global team environment, utilizing on-line collaboration tools.
Ability to troubleshoot application issues and escalate to supporting engineering teams.
Knowledge of commonly used information technology concepts, practices and procedures.
Solid written and verbal communication skills, previous Help Desk experience a plus.
Familiarity with medical claims processing and practices a plus.
Excellent oral and written skills.
Must be able to perform daily functions with little or no direct supervision.
Communicating with others to exchange information.
Assessing the accuracy, neatness, and thoroughness of the work assigned.

Nice To Haves

previous Help Desk experience a plus
Familiarity with medical claims processing and practices a plus

Responsibilities

Works and communicates directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after outage documentation.
Act as a liaison between technical and operational teams, serving as a subject matter expert in troubleshooting to resolve application support and file processing issues, new client activation or expansion or requests from clients including testing and/or additional or non-standard monitoring.
Monitor support ticket queue, research and work independently to troubleshoot issues of various technical causes utilizing working knowledge of systems, networks, application functionality and OSI interdependencies. Escalate and collaborate on tickets with appropriate engineering or support groups.
Document and improve Production Support processes and add to knowledge base of system problems and resolutions for future reference, including peer knowledge sharing and training.
Follows and supports IT business processes using the ITIL framework, including incident, problem, change and release/configuration management with a goal of operational excellence.
Supporting disaster recovery and business continuity planning and testing, including actual live fail over and fallback exercises.
Interfaces with the Implementations, Development, QA and Configuration Management teams for releases and deployments of all application and services into Production.
Develop advanced scripts and tools to help automate tasks, diagnose and troubleshoot application functionality and resolve data accuracy and access issues.
Receive escalations from junior team members, providing direction in the execution and monitoring of daily tasks, along with feedback, training and mentoring to junior members.
Participates in on-call and/or shift rotations supporting 24x7 enterprise level systems.
Completes all responsibilities as outlined on annual Performance Plan.
Completes all special projects and other duties as assigned.
Must be able to perform duties with or without reasonable accommodation.