Support Engineer

About the Role

UST is searching for a Support Engineer who will provide first-level technical support for Care Management applications to business users.

What You'll Do

• Troubleshoot and resolve application-related issues including user access, functionality problems, and data discrepancies
• Assist users with basic troubleshooting (clearing browser cache, cookies, and temporary files)
• Guide users through log capture procedures for escalation purposes
• Support users with password resets, account unlocks, and access requests
• Provide training and guidance on application features and best practices
• Create and maintain user guides and knowledge base articles
• Log, track, and manage support tickets in ServiceNow
• Create and update Jira tickets for bug tracking and feature requests
• Maintain accurate documentation of issues, resolutions, and workarounds in Confluence
• Ensure tickets are resolved within defined SLA timeframes
• Provide regular status updates to end users and stakeholders
• Document troubleshooting steps and solutions for knowledge sharing
• Perform basic diagnostics on personal system issues affecting application access
• Troubleshoot browser compatibility issues
• Assist with network connectivity problems
• Identify and resolve common configuration issues
• Monitor application performance and report anomalies or recurring issues
• Escalate complex technical issues to L2/L3 support teams with detailed documentation
• Gain exposure to Care Management applications and healthcare industry workflows
• Develop expertise in ServiceNow, Jira, and Confluence platforms
• Build foundational knowledge of IT service management and support operations

Requirements

• Experience supporting business applications in a corporate setting
• Proven track record of meeting SLA commitments and resolving issues within defined timeframes
• Experience working in a ticketing system environment
• Familiarity with L1/first-line support responsibilities and escalation procedures
• Hands-on experience with ticketing and incident management systems: ServiceNow, Jira
• Proficiency with documentation and knowledge management tools: Confluence
• Demonstrated ability to resolve common technical issues: browser cache clearing across multiple browsers, log file capture and analysis, basic network troubleshooting, system performance diagnostics
• Basic troubleshooting capabilities for personal system issues affecting application access, browser compatibility issues, network connectivity problems, common configuration issues
• Excellent verbal and written communication skills
• Strong customer service orientation with patience and empathy
• Ability to explain technical concepts to non-technical users
• Strong organizational and time management skills
• Team player with ability to collaborate across departments
• Problem-solving mindset with attention to detail
• Ability to prioritize multiple tasks and manage time effectively

Preferred Qualifications

• Experience supporting healthcare or care management software systems
• Knowledge of SQL for basic data queries
• Familiarity with remote support tools
• ITIL Foundation certification or willingness to obtain
• Understanding of Agile/Scrum methodologies
• Familiarity with HIPAA compliance and data privacy regulations

Pay

Role Location: Texas. Compensation Range: $48,000-$72,000

Benefits

• Full-time, regular employees accrue a minimum of 10 days of paid vacation per year
• 6 days of paid sick leave each year (pro-rated for new hires throughout the year)
• 10 paid holidays
• Paid bereavement leave and jury duty
• 401(k) Retirement Plan with employer matching
• Medical, dental, and vision insurance for employees and dependents residing in the US
• Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits
• Optional voluntary short-term disability benefits
• Health Savings Account (HSA) participation
• Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines

Benefits offerings vary in Puerto Rico. Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance. Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year). All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.