Technical Support Engineer, Medicaid

Technical Support Engineer (Consulting/NC Health Information Exchange) – Hybrid/Remote, Cary, North Carolina

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.

As a Technical Support Engineer, you will support SAS US Government & Public Sector Healthcare services and support engagements by providing technical support, trouble shooting, root cause analysis and remediation for large-scale projects that utilize healthcare interoperability standards, specifically in the context of a Health Information Exchange (HIE). This individual will use their hands‑on technical remediation experience to support the full product suite, diagnose issues and debug, correct, and maintain an Intersystems Healthshare platform and any related integrations while using best practices, providing technical and strategic support to interface development and broader support resources, and staying current on industry activities to serve as a domain expert.

In addition, the resource will proactively identify and communicate the impact of technical considerations to internal and external leadership, stakeholders, and non‑technical business users.

• Collaborate with a matrixed team to support, maintain, and execute standard operations and special projects within the SAS US Public Sector Healthcare Practice regarding LIVE and in PRODUCTION 24/7 applications and integrations.
• Provide hands‑on technical remediation expertise and consulting for large-scale customer projects and implementations that utilize healthcare interoperability standards (e.g., HL7/FHIR, CDA, IHE, X12).
• Advise on technical design best practices for healthcare interfaces to ensure health of all functionality transitioned to the Support Team.
• Assist in authoring RCA, technical design remediation and specification of documents for internal and external audiences.
• Deliver level of effort estimates, assumptions and risks associated with implementing new/upgraded technical solutions or reported issues/defects that leverage healthcare interoperability standards.
• Research and design technical implementation solutions that utilize SAS software, with thorough consideration of “best in breed” technologies.
• Provide Intersystems HSPI Support with a focus on improving Data Quality and addressing historical issues.
• Stay current on industry activities related to interoperability standards and the tools/software used to support these standards.
• Understand the ISC general data structure to assist in creating needed customer/management reports and analytics using SAS tools
• Participate in product and solution training to acquire and maintain a detailed level of product knowledge of core components of SAS offerings.
• Provide rotational, Level‑2 for Frontline Help Desk Team and on‑call support for Severity Level 1/0 Issues (after hours and holidays)
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

• Ability to communicate with people of various technical and business backgrounds
• Ability to engage with customers to identify business problems and requirements
• Deep knowledge of current issues and trends within healthcare interoperability, specifically in the context of Health Information Exchange
• Exposure to SAS products
• Ability to relate current industry issues and trends to SAS offerings
• Excellent written, verbal, and interpersonal communication skills
• Strong problem‑solving skills
• Easy to work with, prefer a team environment (sometimes matrixed).
• Execute on and own certain functions directly, while also recognizing the importance…