Position Overview:
We are actively seeking an experienced and skilled Client Operations Support Engineer. This role is responsible for supporting the client lifecycle from implementation to ongoing monitoring and support of the Healthmine Application and its infrastructure environment. This position will report to the Support Engineer Manager.
Responsibilities/Duties/Functions/Tasks:
  • Incumbent will have critical responsibility in all aspects of a client lifecycle, implementation and support
  • Hands-on implementation project execution including analyzing client requirements; determining best practice design of to-be-determined solution; configuring the application to meet the approved design; and post-implementation support.
  • Conduct root cause analysis and correlation with other system and/or application problems.
  • Be driven to learn and understand the business problem as well as the product problem.
  • Provide an escalation point for key organizations regarding web portal user interface, application function, and member compliance and incentives.
  • Develop and maintain a comprehensive understanding of client reporting requirements, schedules and deliverables, and be able to back up the primary reporting person.
  • Develop and maintain a detailed knowledge of the company’s client web user interface, FTP/EDI process, ETL, data correction, and server infrastructure.
  • Develop and maintain a comprehensive understanding of the application stacks and the business and technical workflow.
  • Maintain high availability and stability of the application stacks and their associated infrastructure.
  • Proactively identify defects, weaknesses, and issues, develop resolutions for ineffective or inferior processes and tools.
  • Final verification of environment prior to Go-Live.
  • Job requires flexibility to provide 24x7 on call client support on rotational basis.
Qualifications
  • Bachelor’s degree in Computer Science or related field preferred
  • Minimum 2 years of experience in a technical support role
  • Previous experience and competence in supporting multi-tiered web SaaS applications
  • Previous experience working with customers, both internal and external
  • SQL – can read/write/edit simple and complex queries
Core Competencies
  • Strong knowledge of databases (preferably Oracle), understand schemas, database structures and ability to write and debug SQL queries
  • Working knowledge of the following: SQL, GitHub, XML, EDI
  • Experience configuring and supporting various SaaS applications on dedicated or shared application servers
  • Previous experience working with customers, both internal and external
  • Proven capacity to collaborate with the development team, DBAs, and client relationship managers to resolve complex issues and recommend process improvement
  • Strong interpersonal and communication skills
  • Detail oriented and process driven work ethics
  • Ability to work effectively in a cross geography / cross functional environment
Desirable:
  • Experience with: JIRA Service Desk, Splunk, Redash, Apache Airflow, Pivotal Tracker
  • Cloud experience with Amazon Web Services
  • Experience working in the healthcare industry
  • Proficiencies in coding languages: JavaScript, Kotlin and/or Python
About HealthMine
HealthMine is a health reward and engagement company that empowers plans to improve member health through smart rewards and incentives. Our analytic platform aggregates data and utilizes advanced algorithms combined with population health and quality improvement disciplines. This enables health plans and organizations to increase profitability and thrive.
Health plans and organizations have utilized HealthMine’s services since 2008 to enhance or supplement targeted member engagement strategies. We offer one solution to motivate health actions and reward any member. We encourage members to complete clinical health actions, providing smarter rewards distribution and member satisfaction.
HealthMine offers competitive base salaries, full benefits (medical, dental, and vision), short-term and long-term disability benefits, matching 401(k) plan, equity in the company, and flexible work hours.
HealthMine provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, HealthMine will provide reasonable accommodations for qualified individuals with disabilities.

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