• Acts as a primary point of contact for customer issues and outages, focusing on first contact resolution

• Provides technical support to engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex software

• Works collaboratively with engineering and customer facing teams to effectively triage customer issues, and provide updates on resolution

• Represents voice of the customer to product and engineering teams, and acts as a customer advocate during development and launch of new products and product enhancements; Reports design, reliability and maintenance problems or bugs to design engineering/software engineering

• Contributes to teamwork and the development of a positive work culture

• Knowledge of the healthcare and health insurance market required

• 3-5 years of experience with EDI transaction sets 837, 835, 834, and 278

• 3-5 years of experience with flat files

• Exposure to consuming and interacting with restful APIs preferred

• Experience with JSON strongly preferred

• Prior experience working with cloud-based products, in one of the major cloud providers (AWS, Azure, Google Cloud)

• Working knowledge of SQL and noSQL database technologies, and other cloud-based storage products

• Familiarity with Splunk, or other log aggregation products

• Experience with support tools and issue tracking/communication software (e.g. Support Bench, Atlassian Confluence, Jira preferred)

• Strong customer service orientation, motivated to positively resolve customer issues

• Able to prioritize and advocate for resolution while balancing against multiple customers and product deliverables

• Ability to take ownership, work with tight timelines, and manage various tasks simultaneously

• BS in Computer Science or Information Technology or related degree desired