Technical Services Engineer

Location: Remote (US)
Employment Type: Full-Time, Permanent

Health Edge delivers AI-powered operational infrastructure for health insurance organizations, enabling health plans to modernize operations, improve performance, and maintain a competitive advantage in a rapidly evolving healthcare landscape. As we continue to grow, we're investing in the talent that drives our success and shapes the future of healthcare technology.

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The Technical Service Engineer serves as a senior technical support resource responsible for advanced application support, incident management, root cause analysis, and resolution of complex production issues within the Guiding Care platform. This role acts as a critical bridge between Level 1 Support, Engineering, Product, and Infrastructure teams to ensure exceptional system availability, operational stability, and customer satisfaction.

• Monitor, triage, and resolve production incidents across all severity levels.
• Meet established SLA response and resolution targets.
• Perform real-time incident analysis and communicate status updates to customers and stakeholders.
• Coordinate emergency production fixes and hotfix deployments with Engineering and Infrastructure teams.
• Serve as the primary escalation point for complex issues from L1 Support.

• Investigate and resolve critical and high-priority production incidents.
• Conduct detailed root cause analyses using logs, auditing data, and system diagnostics.
• Troubleshoot issues across application, database, and configuration layers.
• Analyze application logs, stack traces, and error reports to identify defects.
• Document findings and provide detailed technical recommendations to Product and Development teams.

• Write and execute complex SQL/T-SQL queries for troubleshooting and analysis.
• Perform backend data corrections, updates, migrations, and cleanup activities.
• Support change management processes, including CAB approvals and production data fixes.
• Validate and maintain data integrity across environments.

• Support customer configurations across QA, UAT, Training, and Production environments.
• Manage configuration synchronizations and GUID consistency between environments.
• Resolve configuration and synchronization failures.
• Administer user provisioning, access controls, and role-based permissions.

• Partner with Product, Development, Infrastructure, DBA, Dev Ops, and Customer-Facing teams to resolve issues.
• Prepare detailed escalation packages, including investigation results and technical findings.
• Drive resolution efforts while minimizing escalation turnaround times.
• Participate in customer calls for issue verification and resolution discussions.

• Act as a direct technical contact for enterprise customers.
• Provide timely, professional communication regarding incidents and resolutions.
• Develop customer-facing summaries and technical updates.
• Support demonstrations, validations, and issue review meetings.

• Identify opportunities to automate repetitive support activities.
• Develop scripts and tools to streamline support and data correction processes.
• Implement process improvements that reduce ticket volume and increase efficiency.
• Build proactive monitoring and alerting capabilities.

• SQL Server / T-SQL
• C# / .NET Framework / .NET Core
• ASP.NET Core
• REST APIs and SOAP Web Services
• SSIS
• SQL Server Agent
• IIS / Windows Server

• Application Log Analysis
• Jira
• Service Now
• Confluence
• Git / Source Control

• AWS and/or Azure Cloud Platforms
• Python or Bash scripting
• Docker and Kubernetes
• Active Directory / LDAP
• Dynatrace or App Dynamics
• Experience supporting healthcare technology applications

• 4-6 years of experience supporting enterprise software applications in a Technical Support, Production Support, or Technical Services environment.
• Experience troubleshooting complex production issues across application and database layers.
• Strong SQL development and data analysis experience.
• Ability to work independently and manage competing priorities in a fast-paced environment.
• Proven ability to communicate effectively with both technical and non-technical stakeholders.

• Healthcare IT…