remote
Associate Technical Services Engineer - HealthEdge Software, Inc.
Software Engineer
Provide frontline technical support for a healthcare SaaS platform, troubleshoot complex issues, collaborate with product teams, and ensure SLA‑driven resolutions using SQL, Linux, and scripting skills.
About the role
Key Responsibilities
- Serve as the first point of contact for customers, diagnosing and resolving product issues within defined SLA targets.
- Analyze logs, database queries, and system metrics to identify root causes and implement corrective actions.
- Collaborate with development, QA, and product teams to reproduce bugs, suggest enhancements, and verify fixes.
- Document troubleshooting steps, known issues, and workarounds in the knowledge base to improve team efficiency.
- Participate in on‑call rotation and respond to escalated incidents, ensuring timely communication with stakeholders.
Requirements
- 2+ years of experience in technical support or a similar role, preferably with SaaS or healthcare software.
- Strong problem‑solving abilities and comfort working with Linux environments.
- Proficiency in SQL for data extraction and analysis.
- Experience writing scripts (Python, Bash, or similar) to automate diagnostics and routine tasks.
- Excellent written and verbal communication skills, with a customer‑focused attitude.
Skills
customer supportsqllinux