Support Engineer

Overview

The Support Engineer will assist in managing and coordinating recovery efforts for all events impacting production processes, SLA’s and client satisfaction.

Responsibilities

• Works and communicates directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after outage documentation.
• Act as a liaison between technical and operational teams, serving as a subject matter expert in troubleshooting to resolve application support and file processing issues, new client activation or expansion or requests from clients including testing and/or additional or non-standard monitoring.
• Monitor support ticket queue, research and work independently to troubleshoot issues of various technical causes utilizing working knowledge of systems, networks, application functionality and OSI interdependencies. Escalate and collaborate on tickets with appropriate engineering or support groups.
• Document and improve Production Support processes and add to knowledge base of system problems and resolutions for future reference, including peer knowledge sharing and training.
• Follows and supports IT business processes using the ITIL framework, including incident, problem, change and release/configuration management with a goal of operational excellence.
• Supporting disaster recovery and business continuity planning and testing, including actual live fail over and fallback exercises.
• Interfaces with the Implementations, Development, QA and Configuration Management teams for releases and deployments of all application and services into Production.
• Develop advanced scripts and tools to help automate tasks, diagnose and troubleshoot application functionality and resolve data accuracy and access issues.
• Receive escalations from junior team members, providing direction in the execution and monitoring of daily tasks, along with feedback, training and mentoring to junior members.
• Participates in on-call and/or shift rotations supporting 24x7 enterprise level systems.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Qualifications

• Requires a bachelor's degree in computer science, information technology, or related technical field or equivalent training, certification.
• 3-5+ years of experience developing/supporting enterprise -level applications software in multi-node Windows or Linux Server environments.
• Deep knowledge of application architectures, workflows and monitoring tools.
• Strong experience working with SQL, Oracle, PL/SQL, MS Access and DB Management tools, proficiency with PowerShell, Bash or VB scripting, plus Java EE and/or.NET frameworks.
• Ability to work in a cross-functional global team environment, utilizing on-line collaboration tools.
• Ability to troubleshoot application issues and escalate to supporting engineering teams.
• Knowledge of commonly used information technology concepts, practices and procedures.
• Solid written and verbal communication skills, previous Help Desk experience a plus.
• Familiarity with medical claims processing and practices a plus.

Mental Requirements:

• Excellent oral and written skills.
• Must be able to perform daily functions with little or no direct supervision.
• Communicating with others to exchange information.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.

Physical Requirements and Working Conditions:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access/connectivity and office setup and maintenance.
• No adverse environmental conditions expected.

Base compensation ranges from $78,000 to $103,000. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

Since this job will be based remotely, all interviews will be conducted virtually.

Date of posting: xx/xx/xxxx

Applications are assessed on a rolling basis. We anticipate that the application window will close on xx/xx/xxxx, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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