Support Engineering Manager

Cotiviti • South Jordan, UT

3d • Remote

About The Position

Opening available for Support Engineering Manager at Cotiviti, Inc. in South Jordan, UT. This role involves providing technical support to enterprise clients, mentoring Product Engineering staff, and collaborating with product support and development teams. The position also assists the development team with performance analysis and testing during release cycles, handles customer inquiries via email and phone, and hosts online troubleshooting sessions. The goal is to deliver a consistent, responsive, and satisfying customer experience by collecting necessary problem details and reproducing customer issues in a controlled test environment.

Requirements

• Requires a bachelor’s degree or foreign equivalent degree in Computer Science, Computer Engineering, or related field plus 5 years of progressive, post baccalaureate experience in product support in the healthcare industry.
• 5 years reading and writing relational database queries using T-SQL and ANSI-SQL.
• 5 years hands-on experience developing and supporting applications using the following technologies/languages: SQL, PL/SQL, HTML, Jscript, Java, and Perl.
• 5 years working with EDI and EDI systems.
• 5 years working with HIPAA requirements.
• 5 years working with HTML.
• 5 years working with code and scripting development.

Responsibilities

• Provide technical support to enterprise clients related to technical and operational aspects of the products.
• Provide mentorship and task guidance to Product Engineering staff.
• Partner with product support and development teams as necessary.
• Assist development team with performance analysis and testing during release cycles for service packs, hot fixes etc.
• Answer email and phone requests for help from customers.
• Collaborate with teamwork with other Product Support Engineering staff.
• Host online troubleshooting and investigation sessions on customer’s production environments.
• Deliver a consistent, responsive and satisfying customer experience with each contact.
• Collect all necessary problem details from customers to be able to effectively see the problem to resolution.
• Successfully reproduce customer issues in a controlled test environment.

Benefits

• medical, dental, vision, disability, and life insurance coverage
• 401(k) savings plans
• paid family leave
• 9 paid holidays per year
• 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti

What This Job Offers

• Job Type: Full-time
• Career Level: Manager