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Principal Application Support Engineer

Description

 

The Principal Application Support Engineer is a seasoned individual who will join the customer support team to provide application support for state of the art healthcare applications.  The ideal candidate will have experience providing customer-facing support for enterprise SaaS solutions with a drive to challenge their abilities and to develop deep product expertise. As part of the Support Engineering team, you will utilize a wide range of technologies combined with deep knowledge of HealthEdge’s products to provide exceptional customer support.
 
Responsibilities:

  • Recognize and analyze problems of high complexity, and communicate findings to customers and product development
  • Manage multiple requests with competing priorities
  • Conduct root cause analysis and correlation of other system and/or application problems
  • Be a creative, driven and assertive Team Member always looking for ways to drive improved service and greater operational efficiencies and performance
  • Be driven to learn and understand the business problem as well as the product problem
  • Maintain up to date support case records and customer information by utilizing our Customer Support Management System (Salesforce)
  • Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

Requirements:

  • Bachelor’s Degree in Computer Science, Electronics, or other relevant fields
  • Minimum of 10 years of experience supporting mission-critical multi-tiered enterprise Application
  • Minimum of 5 years of experience supporting HealthEdge products with expert-level knowledge of our products
  • Excellent written and oral communication skills with the ability to articulate concepts to a variety of audiences
  • Comfortable working in a fast-paced, changing environment
  • Experience with web technologies, middleware such as WebLogic/WebSphere and popular RDBMS systems
  • Strong knowledge of databases (preferably Oracle), understand schemas, database structures and ability to write and debug SQL queries
  • Experience with SOAP and WebServices is a plus
  • The role requires flexibility to provide 24x7 on-call client support on a rotational basis

 

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HealthEdge

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HealthEdge is an innovative software company that provides the only integrated financial, administrative and clinical software platform for healthcare payors.

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Company Profile

Number of Employees

250 - 500 employees

Open Positions

26

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Employee Testimonials

"Having spent many years leading Operations departments for various health plans, I joined HealthEdge because of the opportunity to use my background and expertise in an independent contributor role. I was impressed by the Company’s modern and practical approach to administering a core administration system. I am extremely glad to have shifted my career focus, and the employee focused culture, forward thinking, and spirit of teamwork are the qualities I enjoy most about working at HealthEdge."- Lynne, Manager, Configuration Center of Excellence

 
Lynne Hollinsworth   –   Manager, Configuration Center of Excellence

"I joined HealthEdge in the early startup days and thrived on the creative chaos and opportunities. While the company has grown significantly over the past 15 years, I appreciate the changing pace - issues of scaling, performance, mastering quality - these are the challenges where we are focused."- Adam Kacenjar

Adam Kacenjar   –   Program Director, Clinical Solutions

"HealthEdge is not just a software company, we are a solutions company, partnering with our customers to drive forward their business strategies using our products and services." - Dannette, EVP, Business Development

Dannette Coleman   –   EVP, Business Development

"I am lucky to be on a team that consistently works together, has each other’s backs and enjoys each other’s company! We are able to provide flexibility to team members as needed without diminishing our quality of work." -Kelly, Controller

Kelly Donovan   –   Controller

“There’s so much innovation happening within our walls, new ideas coming into the organization, and a culture that embraces trying new things and continuously improving existing processes. Our start-up type culture within a big company makes it a vibrant place to work.”- Melissa O'Dowd, Senior Director, Product Marketing

Melissa O'Dowd   –   Senior Director, Product Marketing

"I work at HealthEdge because it always presents me with new challenges which require professional and personal growth, and such growth is always rewarded by HealthEdge with career advancements and job satisfaction." -Simon, Technical Director

Simon Levin   –   Technical Director

“I like working at HealthEdge because I am part of a team that knows how to collaborate, focus on value and continuously improve. I choose HealthEdge because our technology is changing the healthcare industry for the better.” -Sarah, VP, Continuous Improvement

Sarah Clark   –   VP, Continuous Improvement

"I love working at HealthEdge because it is a forward-thinking company with a positive and open culture that supports the well-being of the people while providing innovative products that are invaluable. The culture promotes collaboration, teamwork and open communication. Everyone here counts, everyone is heard, and everyone supports eachother to grow and succeed." - Gail, Technical Writer

Gail Caldera   –   Technical Writer

"I joined HealthEdge to be part of a growing organization that is on a trajectory in becoming the leader in the payer market. The HealthEdge mission and core values were contributing factors for me becoming member of the Professional Services leadership team. As the Leader of the Project Management Team and Project Management Office, I am charged with attaining, retaining, and enabling high performing associates to deliver our next generation solutions to customers in order to support achievement of their strategic business objectives. HealthEdge is vested not only in products and services but talented people, providing an atmosphere of collaboration, innovation, diversity, and fun. Come join my team and be part of this great journey." - Marvin, VP, Project Management and PMO

Marvin Matthews   –   VP, Project Management and PMO

"I came to HealthEdge for an unmatched opportunity to further my career in IT with a growing business." -Dave, Director Infrastructure Engineering

Dave Paquette   –   Director, Infrastructure Engineering

"What stands out to me when I'm hiring is a customer-focused drive, a passion for problem solving and a desire to be part of something bigger than themselves." -Chris, VP of Customer Support

Chris Bulkley   –   VP, Customer Support

“I joined HealthEdge for the opportunity to be part of a growing company that is transforming and modernizing how health plans deliver services to their customers. I am excited to be part of a highly skilled team and look forward to further developing our implementation services and enabling our clients to better compete in the market by taking advantage of the latest tools and features of our products.” -Sarang, VP, Solutions Management

Sarang Muralidharan   –   VP, Solutions Management

“HealthEdge's culture is one that makes you feel comfortable to ask questions, where everyone is willing to help” -Abe, Technical Account Associate

Abe Gutierrez   –   Technical Account Associate

"I started at HealthEdge just over 3 years ago as a receptionist and was given chances to learn and grow. I quickly moved into HR where I was given even more opportunities to develop new skills for my career. I love that I am given the chance to use my strengths and overcome my weaknesses too! I am also fortunate to be a part of a great team," - Janice, HR Generalist

Janice Grenda   –   HR Generalist

“I am really enjoying every aspect of my role and the organization. I love that no matter what you are working on there is no one in the company that isn’t willing to roll up their sleeves and help out. From the top down it really is a team environment.”- Michele Forlenza, Account Executive

Michele Forlenza   –   Account Executive

"During my interviews, with HE, I experienced the phenomenon that had been described to me. I was excited by the energy of the team/family feeling I experienced. It was very evident that everyone was inspired and dedicated to both the future of the products but also to each other. As well, it was obvious that they were all truly devoted to client success. I knew I wanted to be part of that family and that I wanted to contribute to the overall future success" - Melissa, Senior Director of Business Consulting Services

Melissa Maulding   –   Senior Director, Business Consulting Services

“I joined HealthEdge to be part of building a next-generation product in a collaborative environment where innovative ideas are encouraged. I was attracted greatly by the management team and its vision, ambition and approachability.” - Danyi, Site Reliability Engineer

Danyi Cai   –   Site Reliability Engineer

“As an agile coach, I am glad to be part of a highly skilled team which is open to all the new methods and ideas to make them #1 in the healthcare software market.”- Sandhiya, Agile Coach

Sandhiya Krishnan   –   Agile Coach

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