We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.
Job Overview
The Application Support team provides technical support to operational, customer and partner-facing teams. We oversee a large variety of in-house developed applications.
The team’s operational duties include triaging and performing troubleshooting steps, and coordinating multi-team efforts in order to remediate issues. Additionally, the team uses its unique perspective of the operational patterns of our products to continuously improve Collective Health’s services and ensure that we pay off technical debt and push for greater automation and reliability, perform root cause analysis, and advise on corrective measures. We see the big picture, assess impact, and identify when issues are bigger than initially reported in order to escalate to the right subject matter experts.
As an Application Support Engineer, You Will
- Provide first and second tier support to internal and external business stakeholders and end-users, as well as provide guidance to enhance their operations.
- Collaborate effectively while working cross functionally with Customer Experience, Operations, Product, and Engineering teams to identify and mitigate problems.
- Proactively identify pain points and opportunities for software-driven enhancements, as well as identifying when the gap is in training or process.
- Troubleshoot issues in our various software solutions. This involves web applications developer tools, APIs calls, backend services, database queries, scripts.
- You would be expected to review logs, review recent releases and change logs, and have a basic understanding of java written code.
- Perform impact analysis using PostgreSQL queries.
You will be a fit for this role if you
- Have 5+ years of work experience in Technical Support, DevOps, Site Reliability Engineering, or Software Engineering.
- Are able to understand and troubleshoot problems in broad technical domains, such as distributed systems, third-party services and APIs, legacy software, databases.
- Have experience with relational databases and SQL.
- Have excellent written and verbal communication skills, with the ability to bridge the gap between technical and non-technical team members and end users.
- Genuinely enjoy collaborating with non-technical teams to understand their challenges and come up with technical solutions.
- Have strong analytical and problem-solving skills, and an ability to understand the landscape of a large scale system.
- Have the ability to prioritize different tasks under pressure and ask for backup as needed.
- Have the ability to drive projects that involve multiple internal and external stakeholders to completion, and provide executive summary on the state of ongoing escalations.
Nice to have
- Experience being part of a production oncall and/or support rotation for internal or external users.
- Are familiar with change and release processes.
- Experience with scripting languages.
- Experience with coding languages such as java, python.
- Experience with software development methodologies (Agile, Scrum, etc.) is a plus.
- Experience in an industry with protected data such as finance or healthcare is a plus.
Pay Transparency Statement
This is a hybrid position based out of our offices: San Francisco, CA, Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office three days per week (Plano, TX) or two days per week (all other locations). #LI-hybrid
The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.
San Francisco, CA Pay Range
$130,000—$162,500 USD
Lehi, UT Pay Range
$104,500—$130,000 USD
Plano, TX Pay Range
$114,000—$142,500 USD
About Collective Health
Collective Health is the leading health benefits platform that brings together medical, dental, vision, pharmacy, and program partners into an integrated solution that better enables employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and helping control costs and improve outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact [email protected].
Privacy Notice
For more information about why we need your data and how we use it, please see our privacy policy: https://collectivehealth.com/privacy-policy/.
