Technical-Services-Engineer, Technical-Support-Engineer, IT-Support-Engineer Jobs

Job Summary

The Technical Services Engineer is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

• Project coordination and task ownership while serving as the primary point of contact for customer communication and issue resolution.

• Serve as the primary implementation resource for client projects from kick-off through completion

• Second-level support for healthcare IT systems, including troubleshooting and resolving escalated technical issues.

• Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.

• Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team.

• Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.

• Maintain detailed records of incidents, solutions, and workflows in the ticketing system.

• Contribute to the continuous improvement of support processes and knowledge base.

• Ensure compliance with regulatory standards and internal IT policies.

• Support key customers and maintain positive relationships, providing updates and guidance as needed.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Requirements

Minimum Qualifications, Education and Experience

• 5+ years of experience in an IT support role

• Bachelor’s degree in IT, Healthcare Informatics, or related field, or equivalent experience. (Required)

• Proven IT support experience, preferably in healthcare or clinical environments. (Required)

• Strong customer relationship and call center support skills. (Required)

• Strong IT, networking, and general computer skills. (Required)

• Solid understanding and hands-on experience with PC and server hardware platforms and command lines on Linux and Windows. (Required)

• Experience troubleshooting complex applications and software products. (Required)

• Proficiency in Windows operating systems (Windows 7 and above, Server) and Linux system administration. (Required)

• Familiarity with healthcare IT systems, including EMR and clinical software. (Required)

• Experience with ticketing systems and ITIL-based support processes. (Required)

• Knowledge of archival and storage media. (Required)

• Excellent troubleshooting, diagnostic, and analytical skills. (Required)

• Strong written and verbal communication skills. (Required)

• Ability to manage multiple tasks, work under pressure, and collaborate across teams. (Required)

• Flexibility to work varied hours and participate in on-call rotations. (Required)

• PACS/Radiology/DICOM/HL7 experience. (Preferred)

• Radiology workflow experience. (Preferred)

• CompTIA Linux, RHCA, or RHCT certification. (Preferred)

• CCNA/CCNP certification. (Preferred)

• Proficiency in additional languages, particularly for EU or international regions. (Preferred)

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.

• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.

• Follows all local, regional and country laws concerning employment.

• Follows all DeepHealth policies and procedures.

• Follows data privacy, compliance, safety and confidentiality standards at all times.

• Practices universal safety precautions.

• Promotes good public relations on the phone and in person.

• Adapts and is willing to learn new tasks, methods, and systems.

• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.

• Completes job responsibilities in a quality and timely manner.

Travel

This position may require occasional travel.

Working Environment

Remote

Salary is dependent upon experience:

$90.000 to $100,000

Originally posted on Himalayas

Overview

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.

Position Overview:

We are seeking an Associate Technical Services Engineer who will provide frontline product and technical support to customers, troubleshooting issues, identifying solutions, and ensuring timely resolution within SLA guidelines. This role requires strong problem-solving skills, effective communication, and collaboration with cross-functional teams to deliver exceptional customer experiences and drive continuous improvement. The ideal candidate will demonstrate a proactive learning mindset and thrive in a fast-paced environment where priorities can shift rapidly based on customer needs.

Our Products:

HealthEdge® delivers an entire healthcare ecosystem, providing customers with one set of healthcare solutions to manage all their complex needs and prepare for the future. Deployed individually or in combination, these healthcare solutions deliver what health plans need to succeed in an ever-changing market while ushering in the future of healthcare

Key Responsibilities:

• Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines

• Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement effective solutions
• Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures
• Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process.
• Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities
• Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration

Additional Role-Specific Competencies

• Actively seeks feedback and engages in self-assessment for continuous improvement.
• Participates in mobbing sessions and team learning activities.
• Identifies and updates missing or inaccurate documentation.
• Demonstrates adaptability to new tools and processes.
• Communicates clearly with customers and documents next steps effectively.

What you bring:

Education & Experience:

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field.

• 0-2 years of experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies.

• Preferably, experience in the health insurance industry, particularly with healthcare payors.

• 1+ years of experience as a Business Analyst is a plus.

Business & Analytical Skills:

• Strong aptitude for critical thinking, analytical reasoning, and problem-solving.

• Ability to document standard operating procedures and manage ticket lifecycles using tools like Salesforce and Jira.

• Experience engaging with customers and managing competing priorities effectively.

Technical Proficiency:

We're looking for associates with technical curiosity and strong learning aptitude. While prior experience is a plus, we value the ability to quickly absorb new concepts and grow into these technical areas:

• Java-based applications and troubleshooting

• SQL query development and debugging

• Relational databases and version control

• Web services (SOAP/REST)

• Data formats and log analysis

• UNIX command-line basics

Soft Skills:

• Excellent communication and interpersonal skills.

• Ability to prioritize issues, manage schedules, and work collaboratively in a fast-paced environment.

• A proactive, driven mindset with a strong desire to understand both business and technical problems.

Geographic Responsibility: Remote, US

Type of Employment: Full-time, permanent

FLSA Classification (USA Only): Exempt

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job: 

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periods of time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

**The annual US base salary range for this position is $80,000 to $85,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education. 

Originally posted on Himalayas