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Production Support Engineer

Location: Virtual, USA (CST/EST) Posted 04/30/2021

Salucro is a company that is changing the way people make healthcare payments. Salucro is a high-growth software and service company specializing in payment solutions for the $800B self-pay healthcare market. We are seeking dynamic and talented people to join our agile team and take responsibility for building the next generation of our innovative products in a highly secure network infrastructure and environment.

Benefits Offered

401K, Dental, Life, Medical, Vision

Employment Type

Full-Time

Overview

The Production Support Engineer serves as the primary conduit and filter between Customer Operations, Engineering, DevOps, and Product. This role is comfortable working in complex production environments, diving into data to diagnose real time issues, resolving some, and curating others for engineering engagement. The successful Production Support Engineer will be a technically skilled self-reliant individual capable of identifying, diagnosing, and resolving issues with little or no direction. Experience in working in production environment directly with internal stakeholders, integrated technology partners, and customers on a tight deadline is mandatory.

Major Duties & Responsibilities
  • Research and identify solutions to software and hardware issues in a highly complex, AWS cloud-based environment supporting multiple applications with multiple versions and technologies
  • Diagnose and troubleshoot technical issues, including but not limited to, account setup and configuration, customer management, and ongoing operation
  • Develop and work with DevOps to deploy tools to diagnose, retrieve, and curate large volumes of information to understand and prepare data
  • Document technical knowledge in the form of notes and manuals
  • Collect, edit, and process information required for issue resolution to prepare for efficient engineering engagement
  • Work with the Customer Support team to ensure targeted questions are being asked to end users to quickly understand the root cause of the problem
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Track system issues through to resolution, within agreed time limits
  • Provide prompt and accurate feedback to customers and internal stakeholders
  • Review logs within internal databases or refer to external resources to provide accurate technical solutions
  • Ensure all issues are properly logged and managed through the SDLC
  • Prioritize and manage several open issues at one time
  • Assess systems to ensure timely identification and response of production level issues
  • Work across multiple teams, including but not limited to engineering, customer support, and product
Skills, Experience, & Minimum Requirements
  • Degree in Information Technology, Computer Science or relevant technical field or equivalent combination of education and experience.
  • 3+ years’ experience as a Technical Support Engineer, Production Support Engineer, or similar role.
  • Hands-on experience with web-based applications diagnosis and monitoring
  • Scripting/coding experience in development of internal tools used by the entire organization
  • Experience working with web services and an understanding of HTTP, REST APIs and JSON.
  • Familiarity with technologies / programming languages that include PHP, Golang, or JavaScript is preferred
  • Knowledge of database management and experience working with relational databases (MySQL is preferred) to query and update
  • Exceptional ability to diagnose and troubleshoot technical issues
  • Familiarity with issue management tools such as Salesforce and Jira
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Ability to engage with production level issues outside of normal working hours
  • Experience working with HL7, and/or within HIPAA and PCI compliant environments is a plus

Virtual candidates will be considered. Background and drug screening required prior to employment. Salucro is an equal opportunity employer and participates in E-Verify.

To apply, email salucrohr.us@salucro.com with the subject line [Salucro Application] Production Support Engineer, including a cover letter and your resume to be considered.