Remote Senior Technical Services Engineer

We are seeking a Senior Technical Services Engineer to join our customer support team and serve as a technical authority for the support of our state-of-the-art healthcare solutions. This role is ideal for a highly experienced professional with a proven track record in enterprise SaaS application support who is ready to lead complex technical resolutions, elevate team capability, and drive systemic improvements across the product and support organization.

As a senior member of the Support Engineering team, you will:

Lead resolution of the most complex, high-severity technical issues across hosted and on-premises environments, serving as the primary escalation resource for the team. Provide technical mentorship and guidance to Technical Services Engineers and Associate Technical Services Engineers, fostering skill development and knowledge sharing. Drive proactive engineering efforts-building tools, automation, and monitoring solutions-to identify and prevent product issues before they impact customers. Partner with Engineering, Product, IT Operations, and other stakeholders to translate support insights into systemic improvements. Utilize expert-level knowledge of Java-based technologies, enterprise databases, and distributed systems to deliver exceptional support outcomes.

This is a customer-facing, senior individual contributor role requiring deep technical expertise, strong leadership presence, and the ability to operate with autonomy in a fast-paced, globally distributed environment., Bachelor's degree in Computer Science, Electronics, or a related field.

• 8+ years of experience supporting mission-critical, multi-tiered enterprise applications, with demonstrated progression in technical scope and responsibility.
• Hands-on experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies.
• Expert-level knowledge of Java-based applications, including Java 11+ code, analyzing stack traces, error codes, and performance issues (e.g., memory leaks, thread contention, GC behavior, slow SQL queries).
• Advanced proficiency in web technologies and middleware such as WebLogic/WebSphere.
• Expert-level knowledge of relational databases (preferably Oracle), with the ability to design schemas, write and debug complex SQL queries, and diagnose performance issues.
• Extensive experience with SOAP and REST-based web services.
• Expert-level log analysis using tools like grep, with deep familiarity in structured (JSON, XML) and unstructured log formats.
• Advanced root cause analysis across distributed systems including microservices, APIs, and message queues.
• Expert-level experience with monitoring and analysis tools such as Splunk, ELK Stack, and AppDynamics.
• Proficiency in writing, debugging, and optimizing Bash scripts for diagnostics and automation.
• Proven ability to engage with US/UK customers at a senior level, managing competing priorities and executive stakeholder expectations in a fast-paced environment.
• Comfortable working in dynamic environments with the flexibility to provide 24x7 on-call client support on a rotational basis.
• Deep domain knowledge in healthcare or US health insurance, particularly health plan claims administration and payer operations.
• Experience with HealthRules Payer or comparable CAPS solutions.

Nice to Have Skills & Experience

• Familiarity with Salesforce as a case management platform.
• Experience supporting SaaS platforms in cloud-hosted (AWS or equivalent) environments.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.