Technical Support Engineer - Remote

Overview

The Technical Support Engineer is passionate about incident investigation across a wide array of Inovalon products and services. This role will troubleshoot complex issues while maintaining empathy for our customers and understanding of their healthcare related timelines.

In Short

• Convey technical jargon in a wide array of syntax from beginner level users to advanced users.
• Use a strong sense of urgency in issue resolution.
• Advocate to empower end-users to support themselves using our knowledge base.
• Evaluate, troubleshoot, and follow-up on customer issues.
• Look for creative ways to solve incidents.
• Participate in technical swarms during escalated engagements.
• Author knowledge base articles.
• Mentor and support other team members.
• Prioritize and manage assigned support tickets.
• Maintain positive attitude and advocate for the customer.

Requirements

• Minimum 2 years’ experience in a software and technical engineering or implementation.
• Understanding of basic SQL and database concepts.
• Familiarity with authentication technology (SAML, JWT).
• Desire to learn, master and teach.
• Strong teamwork skills for cross group cooperation.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office 365.
• Experience with Tableau dashboards is a plus.
• Experience in other cloud and data technologies such as AWS is a plus.

Benefits

• Competitive salary and benefits package.
• Performance-based incentives.
• Health insurance.
• Life insurance.
• Company-paid disability.
• 401k.
• 18+ days of paid time off.