Application Support Engineer

We are seeking an energetic and proactive Application Support Engineer to join our dynamic team!

In this role, you’ll tackle end user-submitted tickets in our production environment, diagnosing and resolving issues with a can-do attitude.

As an Application Support Engineer, you will handle inquiries from end users, collaborating with the operations and engineering teams to find quick and effective solutions. Strong communication skills will ensure timely and clear updates to internal teams, clients, and end users.

Additionally, you will have the opportunity to contribute to the development and enhancement of the internal tools used by the support team. Under the guidance of the engineering team, you will work to add features and functionality that streamline the support process, gradually building autonomy in improving the admin tooling that helps the team be more efficient and less reliant on engineering. Your proactive mindset will be key in identifying opportunities for improvement and implementing solutions that enhance our team’s overall effectiveness.

Responsibilities:

• Investigate and resolve user-submitted tickets within the production environment.
• Diagnose and directly fix problems or escalate them by creating bug tickets if development solutions are necessary.
• Handle inquiries from end users when the application is not working as expected.
• Collaborate with the operations team to find swift resolutions to problems.
• Operate across multiple environments, adapting to each environment's unique nuances.
• Provide timely and clear updates on progress to internal teams, clients, and end users.
• Manage and prioritize tickets efficiently to ensure issues are addressed within established time frames.
• Maintain attention to detail while navigating a fast-paced work environment.
• Collaborate with the engineering team to enhance the functionality of internal support tools, ensuring they evolve to meet the growing needs of the support team and clients.
• Proactively identify inefficiencies within the support processes and work on implementing tool-based solutions to streamline workflows and reduce dependencies on the engineering team.
• Contribute to the design, testing, and deployment of new features for internal tools, under engineering oversight, with the goal of increasing team productivity and effectiveness.
• Gradually build expertise in the development and customization of admin tooling, with an aim to independently drive improvements that enhance the overall user support experience.
• Maintain documentation on new tools and enhancements, ensuring team members are trained and aware of available features and best practices.

Required Qualifications:

• Background in Help Desk or Customer Service/Call desk (2 years or more).
• Experience in providing timely support to customers.
• Basic knowledge of building queries in SQL Server Management Studio.
• Some experience with development in the Microsoft .Net framework, or a strong willingness and eagerness to learn and work within this framework to contribute to the development of internal tools.
• Strong problem-solving skills:
• Ability and willingness to work independently or collaborate with different teams.
• Capable of researching solutions and applying learned knowledge.
• Strong communication skills:
• Ability to effectively communicate technical information to both technical and non-technical stakeholders.
• Ability to empathize with user issues and provide solutions.

Preferred Qualifications:

• Knowledge of GIT/Azure Devops, Visual Studio, Visual Studio Code, C# and SQL Server Management Studio.
• Familiarity with Jira Service Desk or similar help desk ticketing system.
• Knowledge of the healthcare industry, medical coding, and claims auditing a plus.