Associate Technical Services Engineer

Overview

• *Associate Technical Services Engineer** **Position** **Overview****:**

We are seeking an **Associate Technical****Services Engineer** who will provide frontline product and technical support to customers, troubleshooting issues, identifying solutions, and ensuring timely resolution within SLA guidelines. This role requires strong problem\-solving skills, effective communication, and collaboration with cross\-functional teams to deliver exceptional customer experiences and drive continuous improvement. The ideal candidate will demonstrate a proactive learning mindset and thrive in a fast\-paced environment where priorities can shift rapidly based on customer needs.**Our** **Product****s****:***HealthEdge**® delivers an entire healthcare ecosystem, providing* *customers* *with one set of healthcare solutions to manage all* *their* *complex needs and prepare for the future. Deployed individually or in combination, these healthcare solutions deliver what health plans need to succeed in an ever\-changing market while ushering in the future of healthcare***Key Responsibilities:*** Provide first\-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines

• Troubleshoot technical problems through systematic analysis and collaborate cross\-functionally to identify root causes and implement effective solutions
• Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures
• Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process
• Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self\-service capabilities
• Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration

• *Additional Role\-Specific Competencies*** Actively seeks feedback and engages in self\-assessment for continuous improvement.
• Participates in mobbing sessions and team learning activities.
• Identifies and updates missing or inaccurate documentation.
• Demonstrates adaptability to new tools and processes.
• Communicates clearly with customers and documents next steps effectively.

• *What you bring:****Education \& Experience:*** Bachelor’s degree in IT, Computer Science, Engineering, or a related field.
• 0\-2 years of experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies.
• Preferably, experience in the health insurance industry, particularly with healthcare payors.
• 1\+ years of experience as a Business Analyst is a plus.

• *Business \& Analytical Skills:*** Strong aptitude for critical thinking, analytical reasoning, and problem\-solving.
• Ability to document standard operating procedures and manage ticket lifecycles using tools like Salesforce and Jira.
• Experience engaging with customers and managing competing priorities effectively.

• *Technical Proficiency:**

We're looking for associates with technical curiosity and strong learning aptitude. While prior experience is a plus, we value the ability to quickly absorb new concepts and grow into these technical areas:* Java\-based applications and troubleshooting

• SQL query development and debugging
• Relational databases and version control
• Web services (SOAP/REST)
• Data formats and log analysis
• UNIX command\-line basics

• *Soft Skills:*** Excellent communication and interpersonal skills.
• Ability to prioritize issues, manage schedules, and work collaboratively in a fast\-paced environment.
• A proactive, driven mindset with a strong desire to understand both business and technical problems.