naviHealth, Inc. Lead Application Support Engineer in Newton, Massachusetts
The Lead Application Support Engineer is responsible for supporting various SaaS products offered by naviHealth and used by thousands of users. This role is crucial to a successful customer journey and will require superior technical as well as communication skills to address customer questions and escalations. Externally, you will be communicating with customers via email, phone and web, and internally collaborating with in-house teams like Engineering, Product, Account Management and others. In addition to supporting existing software, you will help funnel and vet enhancement requests coming from customers, help with new software releases and collectively bring customer’s feedback and help influence the Product roadmap. As part of this role you will also, as well as being the main point of contact for complex troubleshooting and top-level escalations.
Provide end user support for our SaaS products, troubleshooting and resolving inquiries and issues.
Escalate issues to Engineering as necessary, while providing your/team’s findings about the issue, steps to reproduce and any other relevant information.
Build training programs and deliver training sessions to more junior members of the team. Assist with ongoing onboarding and day to day tasks.
Team up with QA and Release teams around User Acceptance Testing (UAT), as required.
Work closely with Integrations/PS teams on resolving more complex issues around connectivity, security and data exchange.
Assist the Application Customer Support leadership team in making analytical decisions.
Lead cross-functional projects and serve as the technical expert for team members.
Adhere to the defined Service-Level-Agreement (SLA) requirements.
Review and approve procedures and knowledge base articles to enhance our self-service abilities as well as streamline the support process.
Perform other duties and responsibilities as required, assigned, or requested.
Bachelor’s Degree in Information Technology or Computer science; in lieu of degree, 6+ years of relevant experience may be considered
8+ years of experience as an engineer supporting customer facing applications
7+ years of experience supporting SaaS products/platforms
Superior customer service orientation with focus on customer satisfaction
Ability to communicate complex technical concepts effectively with the internal teams and to adjust the level of detail and complexity when communicating with customers/end users
Proven experience with CRM platforms like Salesforce, Zendesk, Pegasystems, Oracle or equivalent
Proven experience working with and troubleshooting in all modern browsers (Chrome, Firefox, IE)
Proven experience with Jira
Advanced Web/API testing and/or troubleshooting
Advanced Database experience: SQL and/or NoSQL
Advanced VPN, Networking
Scripting and/or software development experience
Healthcare background or knowledge of healthcare terminology
Data mining and analysis
Preferred qualifications include:
HL7 standard, HIPAA compliance and other related topics
Experience with electronic health record (EHR) software like Cerner, EPIC and others
Previous experience working as a lead providing guidance to the team
naviHealth is improving the healthcare experience for seniors to live more fulfilling lives. For nearly a decade, naviHealth has been a trusted partner for the nation’s top health plans, health systems, and at-risk physician groups navigating the shift from volume to value. Powered by a predictive technology and decision support platform that provides clinicians and care teams with evidence-based protocols, naviHealth’s high-touch, proven care model fully supports patients from pre-acute through to the home. With naviHealth, patients can enjoy more days at home, and healthcare providers and health plans can significantly reduce costs specific to unnecessary care and readmissions. For more information about naviHealth, visit navihealth.com.
Improving the healthcare experience for seniors to live a more fulfilling life
Rooted in respect
Guided by purpose
Devoted to service
Energized by impact
The above statements are intended to describe the general nature and level of work performed by colleagues assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. naviHealth reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
naviHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected status under applicable laws and will not be discriminated against on the basis of disability.
Requisition ID: 2020-4733
Street: 275 Grove Street
Location Type: Field / Office / Virtual: Corp Office