Technical Support Engineer

Idaho Health Insurance Exchange•Boise, ID

About The Position

The Technical Support Engineer at Your Health Idaho provides support to internal teams as the primary contact for application troubleshooting and resolving software related issues. The technical support engineer will work between system users and technical teams, and will take charge of issue troubleshooting and debugging, root cause analysis, providing users step-by-step instructions for issue resolution, while also collaborating with technical teams to ensure resolution of root cause issues.

Requirements

Bachelor’s degree in Computer Science, Information Systems or related discipline
3+ years’ experience performing business analysis as well as proven ability to guide and identify business requirements (i.e., requirements elicitation, analysis, specification, and verification) and apply them in practice
Exceptional customer service skills including an aptitude and temperament for technical support.
Experience with SQL and a working knowledge of databases.
Experience using JIRA and Confluence as well as participating in the software development lifecycle through Agile methodologies.
Experience optimizing complex enterprise systems.
Expertise in cloud-based architectures, AI-driven troubleshooting, and DevOps methodologies.
Advanced knowledge of IT software, hardware, and network setup
Ability to research, define and analyze business problems
Knowledge of software development and maintenance methodologies
Proficient with Windows and web-based systems including Microsoft Office: Outlook, Word, Excel, PowerPoint and Visio
Critical thinking abilities to take complex, ambiguous, abstract requirements and break them into smaller components, patterns, views and features
Ability to effectively communicate business concepts to technical audiences as well as technical and data concepts to non-technical audiences
Strong analytical, technical, and organizational skills
Excellent verbal and written communication as well as business writing skills
Proven ability in relationship building and facilitation
Ability to adhere to strict confidentiality policies and procedures consistent with the values and integrity of YHI.
Demonstrated ability to work within a fast-paced, quickly evolving organization, manage multiple complex priorities and respond effectively to change.
Ability to work with minimal supervision and under tight deadlines.
A committed self-starter with exceptional interpersonal, problem-solving, and communication skills with ability to develop and maintain cooperative and productive work relationships

Responsibilities

Develop extensive knowledge of the organization’s applications in support of a cross functional team.
Investigate, troubleshoot, and resolve issues reported by internal customers.
Participate in problem solving discussions and relay important application feedback across a variety of technical teams including software development, networking, security, and infrastructure.
Perform debugging procedures.
Conduct root cause and impact analysis for recurring or high priority issues and provide reports to leadership as requested.
Perform analysis on software application functionality and suggest improvements.
Document troubleshooting steps and solutions and contribute to a knowledge base for other support engineers.
Assist in software testing and quality assurance processes.
Develop scripts for verifying the correct operation of integrations.
Perform data imports/exports and maintenance of third-party integrations.
Complete resolution of escalated technical issues including facilitation of bug/defect review and remediation
Provide support on new initiatives and work with staff as necessary to resolve issues.
Review and analyze data from multiple internal and external sources
Perform other duties as assigned.