Associate Technical Services Engineer

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

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: 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.

Additional Information

The annual US base salary range for this position is $52,000 to $56,000. 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.