Provides post-sale technical and functional support for enterprise customers using Edifecs/Cotiviti Encounter Management products. Responsibilities include installation, configuration, upgrades, migrations, troubleshooting, hot-fix deployment, performance analysis, root-cause investigation, issue reproduction, automation scripting, custom utility development, and customer escalation management. The role partners with development, implementation, sustaining engineering, and sales engineering teams while mentoring other team members.
Overview
The Operations Engineer works primarily with enterprise customers of Edifecs/Cotiviti Encounter Management (EM) products, proactively assisting them with post- sales installation, configuration, upgrade, troubleshooting and day to day operational management. Responsibilities include taking a proactive leadership role working with the Engineering team and Customers to triage and resolve highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs/Cotiviti EM product. In addition to working with customers, the Operations Engineer will routinely partner with our Development, Sustaining Engineering and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful.
Responsibilities- Provide support to enterprise clients related to the technical and functional aspects of the products.
- Partner with Product Implementation and Development teams as necessary to deploy, configure, and troubleshoot issues.
- Assist Product and Development team with performance and functional analysis and testing during release cycles of service packs, hot fixes etc.
- Implement and maintain automation scripts for routine tasks, ensuring efficiency and scalability.
- Perform regular upgrades, migration, code fixes and hot fix deployment as per requirement.
- Host online troubleshooting and investigation sessions on customer’s production environments.
- Collect all necessary problem details from customers to be able to effectively see the problem to resolution by driving effective RCA.
- Consistently deliver a responsive and satisfying customer experience in every interaction, adeptly managing escalations when required.
- Successfully reproduce customer issues in a controlled test environment.
- Develop custom utilities and workarounds as needed to resolve critical issues reported by the customer.
- Provide mentorship and task guidance to other team members.
- Minimum requirements: Bachelor’s degree in engineering or master’s in computer science, Computer Information Systems, Computer Engineering, or related field,
- plus 3 years of progressive experience in product support. Preferably in the healthcare industry,
- 3 years of experience reading and writing relational database queries using T-SQL or ANSI-SQL.
- 3 years of hands-on experience developing or supporting applications using one or more of the following technologies/languages: Jscript, Java, C# or VB.Net, Groovy
- 2 years of experience working with EDI (Electronic Data Interchange) and EDI systems, and knowledge of HIPAA.
- 2 years or more experience working with RDBMS, Web Applications, Tomcat, API’s and MFT etc.
- 2 years of experience modifying and supporting code or scripting development for automation.
- Strong analytical and troubleshooting skills.
- Familiarity with cloud platforms and technologies, for example AWS, Kubernetes etc.
- Excellent spoken and written English communication skills.
- Willingness to work in shifts.
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