Lead Support Engineer

Edifecs is looking for a candidate to join the Encounter Management Support Engineering team. The goal of the role is to provide Customer WOW to the Edifecs client base and well as mentor team members.This opportunity will help the candidate grow in either a technical trajectory to individual contributor Engineer or a People Management role.

• Providedirectdevelopersupport to enterprise clients related to technical and operational aspects of theEdifecs Encounter Management products.
• Provide mentorship and task guidance toteam members. Partner with product andengineeringteamsto bring issues to resolution.
• Assist development team with performance analysis and testing during release cycles for service packs, hot fixes etc.
• Collaborate in virtual teamwork with other Support staff.
• Ensuring service level agreements (SLAs) are met
• Conducting root cause analysis of recurring issues
• Host online troubleshooting and investigation sessions on customers production environments. Deliver a consistent,responsiveand satisfying customer experience with each contact.
• Collect all necessary problem details from customers to be able to effectively see the problem to resolution. Successfully reproduce customer issues in a controlled test environment.

• Strong Knowledge of core Edifecs Smart Trading Products (e.g XEngine, XEServer, Transaction Management) and Must have knowledge of EM (Encounter Management).
• Knowledge of ETL processes, Datamart issues, bestpracticesand troubleshooting
• Exposure of end-to-end implementation of more than 2 customers.
• Bachelors degree, or foreign degree equivalent, in Computer Science, Engineering, or related field, plus 5 years of progressive, post-baccalaureate experience in product support in the healthcare industry, including:
• 10 years of experience in reading and writing relational database queries using T-SQL or ANSI-SQL and hands-on experience developing or supporting applications using one or more of the following technologies/languages: VB, Jscript, Java, Perl, C# or VB.Net.
• 5years of experience working with code or scripting development and withEdifecsEDI and EDI systems and knowledge of HIPAA.
• 5years of successfully delivering on managed projectstailoring communication to all audiences (Executive to Engineer Level)
• Basic understanding on Networking, Firewall and Routing concepts
• Strong knowledge around End-to-end US healthcare Industry business.
• Ability to identify and clarify problems, set goals and able to resolve issues
• Ability to work effectively on multiple tasks.
• Ability to adapt to 24*7 work environment.
• Strong verbal and written communication skills.