Lead - Application Support Engineer

About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

JOB SUMMARY:

The Lead Technical Support Engineer is a vital member of the Technical Services Team.  The primary focus of this position is to provide outstanding service and solutions to clients through deployment and advanced technical support of the T-System solution.  Provides technical leadership for the global client support and global technical services team

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. A Lead Technical Support Engineer may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

• Provide software consultation, implementation, and support to T-System customers in a highly visible position.

• Provides technical leadership for the global client support and global technical services teams

• Perform global team member assignments for technical services and client support teams

• Handle solving technical issues encountered by the global team or escalate them promptly to global or domestic leadership

• Ability to assist with reassignments when needed

• Ability to collaborate with other team members on any technical issues.

• Train global team members on the T System solutions and tools required to perform their job function.

• Diagnose technical issues through resolution for the T-System solution or platform.

• Available for On Call rotation.

• Manage overflow of client support call volume as needed.

• Collaboratively works with the Implementation Team while meeting technical implementation project deadlines. 

• Perform installation, upgrade, and support activities with minimal disruption to the business while following standard change management policies.

• Responsible for management and resolution of tier 3 production escalations for complex technical incidents, including analysis, root cause determination and on-going client follow-up

• Works closely with Client Support and Technical Services team members to prioritize escalations and identify issues which need engineering input.

• Responsible for reducing the number of escalations requiring engagement of engineering

• Must be able to analyze and identify complex systemic software defects

• Review and assist in improving and maintaining knowledge base of internal technical documentation for Client Support and Technical Services

• Align conduct with the Company’s Code of Ethics and Business Conduct and support the Company’s Ethics and Compliance Program

• Ensure individual compliance with all privacy and security rules and regulations and commit to the protection of all Company confidential information, including but not limited to, Personal Health Information

• Need to ensure global client support staffing is effectively managed and proactively develop contingency plans to address any required changes in shift coverage

MINIMUM QUALIFICATIONS & REQUIREMENTS:

• Bachelor’s degree in computer science or related field or equivalent experience

• Five or more years providing software solutions and consulting with customers in a software deployment role.

• Strong SQL server database Queries and trouble shooting.

• Work experience with US based clients huge plus.

• Experience in providing advanced technical support in a customer facing role.

• Strong troubleshooting skills and in-depth knowledge of Microsoft technologies

• Experience with: Microsoft .NET, XML, Java Script, PowerShell Script, SQL Queries, Microsoft Active Directory, SaaS, Citrix, VPN, networking, HL7, Python, Azure technologies.

• Experience managing high priority technical issues and their associated communications.

• Four or more years of installation and support related experience with Windows 2012, 2016, 2022 Server and Microsoft Terminal Services preferably in a customer facing environment.

• Technical knowledge in the installation, configuration, and troubleshooting of Microsoft SQL 2014, 2017, 2019, 2022 Server environments.

• Very strong customer service and communication skills.

• Time management and project management skills

• Healthcare IT experience is a plus

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.