Associate Technical Services Engineer

Job Summary

HealthEdge is actively seeking an Associate Technical Services Engineer to join their team in Bangalore. This frontline product and technical support role involves troubleshooting customer issues, identifying effective solutions, and ensuring timely resolution within established SLA guidelines. The position requires strong problem-solving abilities, effective communication, and collaboration with cross-functional teams to deliver exceptional customer experiences and foster continuous improvement within the healthcare ecosystem.

Overview

Are you a passionate and technically curious individual ready to kickstart your career in the dynamic healthcare technology sector? HealthEdge, a leader in healthcare IT solutions, invites applications for the Associate Technical Services Engineer position in Bangalore. This role is a fantastic opportunity for recent graduates and early-career professionals to dive into frontline product and technical support, playing a crucial part in ensuring customer satisfaction and operational excellence. You will be instrumental in diagnosing complex customer issues, researching innovative solutions, and resolving tickets efficiently, all while adhering to strict service level agreements (SLAs).

HealthEdge stands at the forefront of healthcare innovation, delivering a comprehensive ecosystem of healthcare solutions designed to empower customers to manage their intricate needs and strategically prepare for the future. Our cutting-edge products, deployed individually or in integrated combinations, provide health plans with the tools necessary to thrive in an ever-evolving market landscape. As an Associate Technical Services Engineer, you won't just be solving problems; you'll be contributing to a mission that is shaping the future of healthcare. The ideal candidate will possess a proactive learning mindset, an ability to adapt swiftly to a fast-paced environment where customer needs dictate priorities, and a genuine desire to make an impact.

Key Responsibilities

• Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines.
• Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement effective solutions.
• Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures.
• Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process.
• Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities.
• Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration.

Eligibility

To be eligible for the HealthEdge Associate Technical Services Engineer role, candidates must meet the following criteria:

• Education: Possess a Bachelor’s degree in IT, Computer Science, Engineering, or a closely related field.
• Experience: 0-2 years of experience in the analysis, maintenance, support, implementation, and testing of software systems, preferably utilizing Java, J2EE, and internet technologies.
• Industry Preference: Prior experience in the health insurance industry, particularly with healthcare payors, is a plus but not mandatory.
• Business Analyst Experience: 1+ years of experience as a Business Analyst is an added advantage.
• Mindset: A proactive learning mindset and adaptability to new tools and processes are essential. Candidates should be active in seeking feedback and engaging in self-assessment for continuous improvement.

Required Skills

• Business & Analytical Skills:
• Strong aptitude for critical thinking, analytical reasoning, and problem-solving.
• Ability to document standard operating procedures and manage ticket lifecycles using tools like Salesforce and Jira.
• Experience engaging with customers and managing competing priorities effectively.
• Technical Proficiency:
• Technical curiosity and strong learning aptitude, with a willingness to quickly absorb new concepts.
• Familiarity with Java-based applications and troubleshooting.
• Proficiency in SQL query development and debugging.
• Understanding of relational databases and version control systems.
• Knowledge of Web services (SOAP/REST).
• Ability to analyze data formats and log files.
• Basic understanding of UNIX command-line operations.
• Soft Skills:
• Excellent communication and interpersonal skills.
• Ability to prioritize issues, manage schedules, and work collaboratively in a fast-paced environment.
• A proactive, driven mindset with a strong desire to understand both business and technical problems.

Benefits

• Joining HealthEdge as an Associate Technical Services Engineer offers a wealth of benefits designed to foster your professional growth and well-being. While specific benefits may vary, you can generally expect:
• Career Growth: A structured career path with opportunities for advancement within a global healthcare technology leader.
• Learning & Development: Access to continuous learning programs, technical training, and workshops to enhance your skills in Java, SQL, web services, and more. You'll participate in mobbing sessions and team learning activities, actively contributing to and benefiting from a collaborative knowledge-sharing environment.
• Innovative Environment: Work with cutting-edge healthcare solutions that are transforming the industry. Contribute to a product ecosystem that manages complex healthcare needs and prepares for future challenges.
• Collaborative Culture: Be part of a supportive team that encourages feedback, self-assessment, and cross-functional collaboration.
• Global Exposure: Opportunity to collaborate with US teams, gaining international exposure and experience in supporting global customers.
• Work-Life Balance: HealthEdge understands the importance of employee well-being, striving to provide a supportive work environment, though occasional flexible availability for different time zones is required.
• Competitive Compensation: A rewarding salary package commensurate with industry standards and your experience level.

Selection Process

The selection process for the Associate Technical Services Engineer role at HealthEdge is designed to identify candidates with strong technical aptitude, problem-solving skills, and a collaborative spirit. While the exact steps may vary, typically it involves:

1. Online Application: Submit your detailed resume and application through the official HealthEdge careers portal.
2. Aptitude Test/Technical Assessment: Shortlisted candidates may be invited for an online test evaluating logical reasoning, quantitative aptitude, and basic technical knowledge related to Java, SQL, and troubleshooting concepts.
3. Technical Interview(s): Candidates will undergo one or more technical interviews focusing on their understanding of core computer science concepts, problem-solving abilities, and familiarity with technologies like Java, SQL, databases, and web services. Discussions will also revolve around their project experiences and how they approach technical challenges.
4. Managerial/HR Interview: A final round with a hiring manager or HR representative to assess cultural fit, communication skills, motivation, and alignment with HealthEdge's values. This is an opportunity to discuss your career aspirations and learn more about the team and company culture.

How To Apply

Eligible and interested candidates can apply for the Associate Technical Services Engineer position by clicking the 'Apply Now' link provided below. Ensure all details are accurate and your resume is up-to-date.

FAQ

What is the required experience for this role?

This role is suitable for freshers and early-career professionals, requiring 0-2 years of experience in software analysis, maintenance, or support.

What educational background is necessary?

Candidates should hold a Bachelor’s degree in IT, Computer Science, Engineering, or a related field.

What are the key technical skills needed?

Strong learning aptitude is key. Familiarity with Java-based applications, SQL, relational databases, web services (SOAP/REST), data formats, log analysis, and basic UNIX command-line operations is preferred.

Will there be opportunities for career growth?

Yes, HealthEdge is committed to employee development, offering continuous learning, training, and potential for advancement within the company.

Is prior healthcare industry experience mandatory?

While experience in the health insurance industry, particularly with healthcare payors, is a plus, it is not mandatory. HealthEdge values technical curiosity and the ability to quickly absorb new concepts.

What kind of support will I be providing?

You will provide frontline product and technical support, diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines, collaborating with cross-functional teams.

What is the work location for this position?

The position is based in Bangalore, India.

What kind of shifts are expected?

Flexible availability is required to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration.