Overview

Provide technical and operational support to enterprise customers by resolving product-related issues and delivering high-quality customer experience. Mentor Product Support and Product Operations teams, collaborate with Implementation and Development teams, and support release activities through testing, validation, performance analysis. Collect, analyze, and document critical information required for accurate problem diagnosis and resolution. Conduct remote troubleshooting, root cause analysis, and issue reproduction in test environments. Create and maintain technical documentation, knowledge base articles, and operational procedures. Develop custom utilities and workarounds for critical issues as needed. Deploy and manage Edifecs applications on Kubernetes and AWS to support enterprise cloud environments.

Responsibilities

• Provide technical and operational support to enterprise clients for product-related issues.
• Respond to customer inquiries via email and phone promptly and professionally.
• Host online troubleshooting and investigation sessions on customer production environments.
• Collect and document all necessary problem details to drive effective resolution.
• Successfully reproduce customer-reported issues in controlled test environments for root cause analysis.
• Develop custom utilities, workarounds, and new solutions to resolve critical issues and improve product functionality.
• Deploy and manage Edifecs applications on Kubernetes and AWS to support enterprise clients' cloud infrastructure needs.
• Implement fixes for defects identified during troubleshooting or reported by customers.
• Assist Product and Development teams with performance analysis, functional testing, and validation during release cycles (service packs, hotfixes, etc.).
• Partner with Product Implementation and Development teams to address complex issues and ensure smooth product delivery.
• Collaborate virtually with other Product Operations staff to ensure seamless teamwork and knowledge sharing.
• Provide mentorship and task guidance to Product Support and Product Operations teams.
• Deliver a consistent, responsive, and positive customer experience in every interaction.
• Complete all responsibilities as outlined on annual Performance Plan.· Complete all special projects and other duties as assigned.· Must be able to perform duties with or without reasonable accommodation.

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of and requirements of the job change.

Qualifications

• Bachelor’s degree or foreign degree equivalent in Computer Science, Computer Engineering, Information Technology, or related technical field, plus 5 years of progressive, post baccalaureate experience in product support or implementation in the healthcare industry, including:
• 7 years of experience reading and writing relational database queries using T-SQL or ANSI-SQL;
• 7 years of hands-on experience developing or supporting applications using one or more of the following technologies/languages: COM, VB, Jscript, Java, Perl, C# or VB.Net;
• 7 years of experience working with EDI and EDI systems,knowledge of HIPAA and Enrollment Management within Healthcare domain;
• 7 years of experience working with HTML/XML; and
• 6 years of experience working with code, such as code debugging, analyzing defects within code.
• Minimum 2 years of hands-on experience with Kubernetes and AWS, specifically in deploying and managing Edifecs applications.

Cognitive and Mental Requirements:

• Ability to analyze complex problems, interpret data, and make decisions.
• Maintaining accuracy and precision in tasks.
• Identifying issues, evaluating options, and implementing solutions.
• Capacity to quickly learn new technologies, processes, and tools.
• Understanding and conveying technical concepts clearly.
• Ability to work under pressure and handle multiple priorities.

Physical Requirements and Working Conditions:

• Must be able to provide high-speed internet access / connectivity and office setup and maintenance.
• Must be able to provide a dedicated, secure work area.

Base compensation ranges from $107,000 to $128,000 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.

offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with . For information about our benefits package, please refer to our Careers page.

Since this job will be based remotely, all interviews will be conducted virtually.

Date of posting: 8/27/2026

Applications are assessed on a rolling basis. We anticipate that the application window will close on 11/27/2026, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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