Technical Services Engineer

HealthEdge•Remote,

2d•$100,000 - $110,000•Remote

About The Position

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com. Role Overview The Production Support L2 Engineer is a highly skilled technical professional responsible for providing advanced GuidingCare application support, incident management, root cause analysis and resolution of complex production issues for enterprise customers. The role acts as the critical bridge between L1 support, development teams and product engineering, ensuring maximum system availability and customer satisfaction.

Requirements

SQL Server / T-SQL
C# / .NET Framework / Core
ASP.NET Core / Web API
REST APIs / SOAP Web Services
SSIS / SQL Server Agent
Application Log Analysis
Jira / ServiceNow
Confluence
Git / Source Control
Windows Server / IIS
Healthcare IT
Problem Solving
Ownership
Communication
Attention To Detail
Pressure Management
Collaboration
Customer Focus
Continuous Learning
Process Orientation
Leadership
Bachelor’s degree: preferably in Computer Science, Information Systems, Information Technology, or a healthcare-related field from an accredited university required.
4-6 Years of experience in Technical Services and Support managing enterprise applications.
Self-directed and able to work without supervision.
Energetic and eager to tackle new projects and ideas.
Ability to be highly organized.

Nice To Haves

AWS Cloud / Azure
Python / Bash Scripting
Docker / Kubernetes
Active Directory / LDAP
Dynatrace / AppDynamics

Responsibilities

Monitor, triage and resolve customer production service requests across Critical, High, Medium and Low priority levels
Ensure zero SLA breaches by adhering to defined response and resolution timeframes
Perform real-time incident analysis and provide timely status updates to customers and stakeholders
Coordinate emergency production fixes and hotfixes with development and infrastructure teams
Conduct thorough root cause analysis for all Critical and High priority production issues
Investigate intermittent, non-reproducible and sporadic issues using logs, audit tables and environment analysis
Perform deep-dive technical investigations at application, database and configuration layers
Analyze application logs, error traces and stack traces to identify underlying defects
Provide detailed investigation findings with code snippets and analysis to development teams
Write and execute complex SQL queries for issue investigation and data analysis
Perform backend data corrections — soft deletes, record updates, data migrations and cleanup
Manage data correction scripts through the CAB approval and change management process
Support customer application configurations across QA, UAT, Training and Production environments
Handle configuration sync operations and validate GUID consistency across instances
Resolve sync failures caused by historical data inconsistencies and GUID mismatches
Handle user provisioning, access management and role-based permission configurations
Act as the primary escalation point from L1 for complex production issues
Raise and manage GCPROD tickets to Product team with complete investigation and code snippets
Collaborate with CFT, DBA, Product, Infrastructure and DevOps teams for issue resolution
Provide 80% investigation and solution before escalating to reduce turnaround time
Serve as direct point of contact for enterprise customers on production issues
Provide clear, professional and timely communication on incident status and resolution
Draft professional client-facing communications with accurate technical findings
Participate and initiate customer calls and demonstrations for issue verification and validation
Identify and drive automation initiatives to eliminate repetitive manual support tasks
Develop automation scripts for routine data corrections and validations
Propose and implement process improvements to reduce ticket volume and resolution time
Build monitoring and alerting mechanisms for proactive issue detection