About the Company

Edifecs/Cotiviti is seeking a skilled Support Engineer to manage and resolve complex technical issues reported by customers and internal support personnel. The primary responsibilities include expertly triaging incoming cases and providing effective technical and functional troubleshooting assistance. The successful candidate will be a highly motivated and quick learner, capable of managing multiple priorities and adapting to shifting demands within a fast-paced support environment, while maintaining a strong customer service focus and demonstrating exceptional analytical skills. This individual will serve as a leader and role model, particularly in addressing critical SEV1/SEV2 incidents and intricate production problems. The role necessitates collaboration with clients, Edifecs/Cotiviti Engineering, Sales, and Product Management teams. This position entails a workload distribution of approximately 70% individual technical contribution, encompassing technical troubleshooting, functional problem-solving, and adherence to established support processes, along with 30% dedicated to technical mentoring and providing support to the wider team in resolving production-related issues.

Job Description

Edifecs/Cotiviti is seeking a skilled Support Engineer to manage and resolve complex technical issues reported by customers and internal support personnel. The primary responsibilities include expertly triaging incoming cases and providing effective technical and functional troubleshooting assistance. The successful candidate will be a highly motivated and quick learner, capable of managing multiple priorities and adapting to shifting demands within a fast-paced support environment, while maintaining a strong customer service focus and demonstrating exceptional analytical skills. This individual will serve as a leader and role model, particularly in addressing critical SEV1/SEV2 incidents and intricate production problems. The role necessitates collaboration with clients, Edifecs/Cotiviti Engineering, Sales, and Product Management teams. This position entails a workload distribution of approximately 70% individual technical contribution, encompassing technical troubleshooting, functional problem-solving, and adherence to established support processes, along with 30% dedicated to technical mentoring and providing support to the wider team in resolving production-related issues.

Responsibilities

• Deliver expert technical support to enterprise clients and team members, addressing a wide range of product-related technical and operational concerns, including advanced troubleshooting, research and development activities, and system provisioning.
• Collaborate effectively with fellow Product Support team members and Support Management to ensure the delivery of high-quality and timely resolutions.
• Consistently provide a responsive, satisfying, and positive customer experience throughout every interaction.
• Adhere to standard operating procedures for meticulous case management, ensuring accurate documentation and tracking of issues.
• Engage in continuous self-improvement to enhance troubleshooting skills, deepen product knowledge, and expand understanding of relevant technical domains, while also contributing to the skill enhancement of the team as a whole.
• Consistently meet or exceed established quality and productivity performance targets.

Qualifications

• Possession of an Associate’s degree in an IT-related field, coupled with a minimum of 3-4 years of demonstrable, hands-on techno-functional support experience within a technical support center environment. Prior experience supporting US Healthcare products is essential.
• Comprehensive knowledge of the end-to-end US Healthcare industry landscape and its associated business processes.
• Experience providing support within a hosted product environment will be considered a distinct advantage.
• Familiarity with routing protocols, mapping technologies, and business rule engines is highly desirable.
• Prior experience in a development support role, coupled with a readiness to thrive in a highly techno-functional setting.
• Must demonstrate initiative and a proactive approach to problem-solving; possess a strong desire to learn new technologies and products; and be adept at developing effective troubleshooting methodologies. Must be a collaborative team player, readily providing technical assistance to colleagues as required.
• Familiarity with one or more of the following technologies is advantageous: COM, VB, Jscript, Java, Perl, C#, or VB.Net.
• A strong understanding of XML, PFF, DFF, EDI, and EDI systems, as well as knowledge of HIPAA regulations, is mandatory.
• Solid understanding and working knowledge of UNIX-based systems.
• Proficiency in database management systems, specifically MS SQL and Oracle.
• Demonstrated ability to accurately identify and clarify problems, define clear goals, and effectively resolve issues.
• Proven ability to manage multiple tasks concurrently and effectively.
• Flexibility and willingness to adapt to a 24/7 work environment to provide continuous support.
• Exceptional verbal and written communication skills, enabling clear and concise interaction with both technical and non-technical stakeholders.

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Other Information

Requisition ID: 2025-15499
Category: Engineering/IT

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