Overview:

The Operations Engineer works primarily with enterprise customers of Edifecs/Cotiviti Encounter Management (EM) products, proactively assisting them with post-sales installation, configuration, upgrade, troubleshooting and day to day operational management. Responsibilities include taking a proactive leadership role working with the Engineering team and Customers to triage and resolve highly complex, technical, and application-related issues.

Responsibilities:

- Provide support to enterprise clients related to the technical and functional aspects of the products.

- Partner with Product Implementation and Development teams as necessary to deploy, configure, and troubleshoot issues.

- Assist Product and Development team with performance and functional analysis and testing during release cycles of service packs, hot fixes etc.

- Implement and maintain automation scripts for routine tasks, ensuring efficiency and scalability.

- Perform regular upgrades, migration, code fixes and hot fix deployment as per requirement.

- Host online troubleshooting and investigation sessions on customers production environments.

- Collect all necessary problem details from customers to be able to effectively see the problem to resolution by driving effective RCA.

- Consistently deliver a responsive and satisfying customer experience in every interaction, adeptly managing escalations when required.

- Successfully reproduce customer issues in a controlled test environment.

- Develop custom utilities and workarounds as needed to resolve critical issues reported by the customer.

- Provide mentorship and task guidance to other team members.

Qualifications:

- Bachelors degree in engineering or masters in computer science, Computer Information Systems, Computer Engineering, or related field, plus 3 years of progressive experience in product support. Preferably in the healthcare industry.

Tech Stack:

- 3 years of experience reading and writing relational database queries using T-SQL or ANSI-SQL.

- 3 years of hands-on experience developing or supporting applications using one or more of the following technologies/languages: Jscript, Java, C# or VB.Net, Groovy.

- 2 years of experience working with EDI (Electronic Data Interchange) and EDI systems, and knowledge of HIPAA.

- 2 years or more experience working with RDBMS, Web Applications, Tomcat, APIs and MFT etc.

- 2 years of experience modifying and supporting code or scripting development for automation.

- Familiarity with cloud platforms and technologies, for example AWS, Kubernetes etc.

- Excellent spoken and written English communication skills.

- Willingness to work in shifts.