Job Description
Must have some Healthcare software or platform experience. Sponsorship not available.
You'll serve as a trusted technical configuration and API integrations specialist throughout the customer lifecycle-from implementation through ongoing production support. This is not a hardware, infrastructure role. This is an L2 client facing product and production support / implementation support role.
Primary Responsibilities
- Serve as the primary technical resource during customer implementations and post-go-live support.
- Troubleshoot and resolve complex application, configuration, integration, and production issues.
- Diagnose customer-reported incidents using application logs, SQL queries, API testing tools, and system diagnostics.
- Support enterprise integrations utilizing REST APIs, SOAP services, FHIR, XML, JSON, X12, and related healthcare interoperability standards.
- Troubleshoot interface failures, authentication issues, connectivity problems, and data mapping challenges.
- Execute software deployments, configuration changes, and production releases following established change management processes.
- Participate in production incident management, issue triage, root cause analysis, and customer communications during critical incidents.
- Partner with Engineering, DevOps, and Product teams to resolve infrastructure and application issues.
- Analyze application data using SQL to validate system behavior and diagnose customer issues.
- Collaborate with customer IT teams on interface specifications, implementation planning, and technical documentation.
- Lead technical design discussions with customer technical and operational stakeholders.
- Develop deployment and go-live plans, including installation, validation, rollback planning, and production readiness activities.
- Document technical solutions, troubleshooting guides, and knowledge base articles.
- Identify opportunities to improve deployment automation, implementation processes, and customer support operations.
- Mentor junior team members and contribute to a collaborative engineering culture.
- Escalate product defects and infrastructure issues appropriately to Engineering and Platform teams.
What We're Looking For:
- 3+ years of experience in Technical Support, Technical Consulting, Systems Integration, or Application Support.
- Strong troubleshooting skills across web applications and distributed systems.
- Experience working with REST APIs, SOAP web services, FHIR, XML, JSON, and healthcare integrations.
- Proven SQL skills with the ability to investigate production data issues, optimization, writing queries.
- Some experience with incident management and root cause analysis.
- Familiarity with networking concepts, authentication, cloud-hosted applications, and enterprise infrastructure.
- Experience supporting software deployments and configuration management.
- Experience with API testing tools such as Postman.
- Understanding of OAuth, SSO, SSL/TLS, and enterprise security principles.
- Excellent written and verbal communication skills.
- Strong customer-facing consulting, implementation support and relationship management skills.
- Hybrid collaboration onsite 3x per week in the office
- Drug Screen and Background check required.