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Technical Services Engineer

April 30, 2026

<h2>Overview</h2> Position Overview: We are seeking a Technical Services Engineer to join our customer support team and provide expert application support for our state-of-the-art healthcare solutions. This role is ideal for a seasoned professional with experience supporting enterprise SaaS applications and a strong desire to deepen product expertise while delivering exceptional customer service. As part of the Support Engineering team, you will: <ul> <li>Troubleshoot complex issues and improve the user experience for HealthEdge customers. </li> </ul> <ul> <li>Provide technical support to both internal and external clients across hosted and on-premises environments. </li> </ul> <ul> <li>Leverage your proficiency in Java-based technologies and frameworks to resolve issues efficiently. </li> </ul> <ul> <li>Collaborate with IT, operations, product development, product management, and other stakeholders to drive innovation and continuous improvement. </li> </ul> <ul> <li>Utilize a broad range of technologies and develop deep knowledge of HealthEdge products to ensure high-quality support delivery. </li> </ul> This is a customer-facing role that requires strong technical acumen, problem-solving skills, and the ability to thrive in a fast-paced, collaborative environment. The Product: HealthRules® Payer is the core of our integrated solution suite, offering a leading digital, next-generation claims administration processing system. It includes advanced business intelligence, seamless integration, a unique configuration and promotion engine, and comprehensive home and host processing—available on both public and private clouds. HealthRules Payer consistently ranks #1 among CAPS solutions, delivering 90–97% first-pass auto-adjudication rates and over 99% accuracy. It empowers payers to respond swiftly to regulatory changes, adopt value-based reimbursement models, and improve clinical outcomes and member experiences. What you will do: <ul> <li>Triage and analyze complex issues, perform root cause analysis and correlate related system or application problems. </li> </ul> <ul> <li>Act as a liaison between engineering, IT operations, and consulting teams to resolve incidents and ensure timely communication with customers. </li> </ul> <ul> <li>Assist customers in quickly identifying issues and providing effective workarounds, while guiding them on best practices and cleanup scripts. </li> </ul> <ul> <li>Manage multiple support requests with competing priorities, maintaining accurate case records and customer information in Salesforce. </li> </ul> <ul> <li>Participate in customer calls, peer reviews, and technical/functional discussions to identify optimal solutions and drive continuous improvement. </li> </ul> <ul> <li>Proactively address recurring issues such as failed transactions, stuck claims, and data warehouse streaming disruptions to minimize business impact. </li> </ul> <ul> <li>Provide feedback on bugs across active releases and contribute to knowledge base articles and reusable scripts for common issues. </li> </ul> <ul> <li>Build and deploy tools to proactively identify product issues and partner with product teams on preventive measures. </li> </ul> <ul> <li>Document root cause analyses and standard procedures through runbooks and KB articles. </li> </ul> <ul> <li>Demonstrate a strong drive to understand both the business and technical aspects of problems, contributing to improved service and operational efficiency. </li> </ul> <ul> <li>Perform all job functions in compliance with HealthEdge policies and procedures, including those related to handling PHI and PII. </li> </ul> <ul> <li>Provide 24x7 on-call client support on a rotational basis. </li> </ul> <ul> <li>INDIA specific: May require early morning or evening shifts (India time) to overlap with US teams. Typically, late-night shifts are not expected. </li> </ul> What you bring: Education & Experience: <ul> <li>Bachelor’s degree in Computer Science, Electronics, or a related field. </li> </ul> <ul> <li>5+ years of experience in supporting mission-critical, multi-tiered enterprise applications. </li> </ul> <ul> <li>Hands-on experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies. </li> </ul> Technical Proficiency: <ul> <li>Strong knowledge of Java-based applications, including Java 11+ code, analyzing stack traces, error codes, and performance issues (e.g., memory leaks, thread contention, slow SQL queries). </li> </ul> <ul> <li>Proficient in web technologies and middleware such as WebLogic/WebSphere. </li> </ul> <ul> <li>Expertise in relational databases (preferably Oracle), with the ability to understand schemas, write and debug complex SQL queries. </li> </ul> <ul> <li>Experience with SOAP and REST-based web services. </li> </ul> <ul> <li>Skilled in log analysis using tools like grep, with familiarity in structured (JSON, XML) and unstructured log formats. </li> </ul> <ul> <li>Root cause analysis across distributed systems including microservices, APIs, and message queues. </li> </ul> <ul> <li>Hands-on experience with monitoring and analysis tools such as Splunk, ELK Stack, and AppDynamics. </li> </ul> <ul> <li>Foundational experience in troubleshooting and analyzing Bash scripts. </li> </ul> Business & Analytical Skills: <ul> <li>Strong critical thinking, analytical reasoning, and problem-solving abilities. </li> </ul> <ul> <li>Proven ability to engage with US/UK customers and manage competing priorities in a fast-paced environment. </li> </ul> <ul> <li>Experience creating runbooks and knowledge base articles to document root cause analyses and standard procedures. </li> </ul> Soft Skills & Work Environment: <ul> <li>Excellent written and verbal communication skills, with the ability to articulate technical concepts to diverse audiences. </li> </ul> <ul> <li>Comfortable working in dynamic environments with flexibility to provide 24x7 on-call client support on a rotational basis. </li> </ul> Preferred: <ul> <li>Domain knowledge in healthcare or US health insurance. </li> </ul> HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.    Geographic Responsibility:  While HealthEdge is located in Boston, MA you may live anywhere in the U.S.  Type of Employment: Full-time, permanent  FLSA Classification (USA Only): Exempt  Work Environment:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  <ul> <li>The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.   </li> </ul> <ul> <li>Work across multiple time zones in a hybrid or remote work environment.   </li> </ul> <ul> <li>Long periods of time sitting and/or standing in front of a computer using video technology.   </li> </ul> <ul> <li>May require travel dependent on company needs.     </li> </ul> The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.    HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.  #LI-Remote **The annual US base salary range for this position is $70,000 to $85,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...