Support Engineer

About the role

You will assist in managing and coordinating recovery efforts for all events impacting production processes, SLAs, and client satisfaction.

Responsibilities

• Work and communicate directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after-outage documentation.
• Act as a liaison between technical and operational teams, serving as a subject matter expert in troubleshooting to resolve application support and file processing issues, new client activation or expansion, or requests from clients including testing and/or additional or non-standard monitoring.
• Monitor support ticket queue, research, and work independently to troubleshoot issues of various technical causes utilizing working knowledge of systems, networks, application functionality, and OSI interdependencies.
• Escalate and collaborate on tickets with appropriate engineering or support groups.
• Document and improve Production Support processes and add to the knowledge base of system problems and resolutions for future reference, including peer knowledge sharing and training.
• Follow and support IT business processes using the ITIL framework, including incident, problem, change, and release/configuration management with a goal of operational excellence.
• Support disaster recovery and business continuity planning and testing, including actual live failover and fallback exercises.
• Interface with the Implementations, Development, QA, and Configuration Management teams for releases and deployments of all applications and services into Production.
• Develop advanced scripts and tools to help automate tasks, diagnose and troubleshoot application functionality, and resolve data accuracy and access issues.
• Receive escalations from junior team members, providing direction in the execution and monitoring of daily tasks, along with feedback, training, and mentoring to junior members.
• Participate in on-call and/or shift rotations supporting 24x7 enterprise-level systems.
• Complete all responsibilities as outlined on the annual Performance Plan.
• Complete all special projects and other duties as assigned.

Requirements

• Bachelor's degree in computer science, information technology, or related technical field or equivalent training/certification.
• 3–5+ years of experience developing/supporting enterprise-level applications software in multi-node Windows or Linux Server environments.
• Deep knowledge of application architectures, workflows, and monitoring tools.
• Strong experience working with SQL, Oracle, PL/SQL, MS Access, and DB Management tools.
• Proficiency with PowerShell, Bash, or VB scripting, plus Java EE and/or .NET frameworks.
• Ability to work in a cross-functional global team environment, utilizing online collaboration tools.
• Ability to troubleshoot application issues and escalate to supporting engineering teams.
• Knowledge of commonly used information technology concepts, practices, and procedures.
• Solid written and verbal communication skills; previous Help Desk experience a plus.
• Familiarity with medical claims processing and practices a plus.

Mental Requirements

• Excellent oral and written skills.
• Ability to perform daily functions with little or no direct supervision.
• Communicating with others to exchange information.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.

Physical Requirements and Working Conditions

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access/connectivity and office setup and maintenance.
• No adverse environmental conditions expected.

Pay

Base compensation ranges from $83,000 to $110,000. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.

Benefits

• Medical, dental, vision, disability, and life insurance coverage.
• 401(k) savings plans.
• Paid family leave.
• 9 paid holidays per year.
• 17–27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti.