Technical Services Engineer

Summary

HealthEdge provides AI-powered operational infrastructure for health insurance companies. The Production Support L2 Engineer provides advanced GuidingCare application support, incident management, root cause analysis, and resolution of complex production issues for enterprise customers. The role also coordinates with development, infrastructure, product, and customer teams to maintain system availability and improve support processes.

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

Skills

• 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
• 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
• AWS Cloud / Azure
• Python / Bash Scripting
• Docker / Kubernetes
• Active Directory / LDAP
• Dynatrace / AppDynamics
• Preferably in Computer Science, Information Systems, Information Technology, or a healthcare-related field

Qualifications

Must Haves

• 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
• 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
• preferably in Computer Science, Information Systems, Information Technology, or a healthcare-related field

Benefits

• Full-time, permanent employment
• Hybrid or remote work environment