Technical Support Engineer

Overview: The Technical Support Engineer is passionate about incident investigation across a wide array of Inovalon products and services. This role will troubleshoot complex issues while maintaining empathy for our customers and understanding of their healthcare related timelines.

Duties and Responsibilities:

· Convey technical jargon in a wide array of syntax from beginner level users to advanced users in our tickets as well as knowledge base articles;

· Uses a strong sense of urgency in issue resolution;

· Advocate to empower end-users to support themselves using our knowledge base;

· Evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation;

· Innovation - look for creative ways to solve incidents; collaborate with Senior Technical Engineers and Technical Architects for faster resolution;

· Participate in technical swarms during escalated engagements;

· Author knowledge base articles;

· Mentor and support other team members, provide technical guidance across multiple products;

· Prioritize and manage assigned support tickets while adhering to department service level standards;

· Maintain positive attitude and advocate for the customer through product issue resolution;

· Follow department processes for issue resolution, escalation and triage; and

· Available to work rotating late shift schedule as assigned, as well as provide scheduled support during evening and weekend hours.

· Maintain compliance with Inovalon’s policies, procedures and mission statement;

· Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;

· Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company; and

· Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.

Job Requirements:

· Minimum 2 years’ experience in a software and technical engineering or implementation;

· Understanding of basic SQL and database concepts;

· Familiarity with authentication technology (SAML, JWT);

· Desire to learn, master and teach;

· Strong teamwork skills for cross group cooperation;

· Strong written and verbal communication skills;

· Motivated, thorough, articulate, detail-oriented, creative, personable, organized and a team-player;

· Proficiency with Microsoft Office 365, PowerPoint, Word and Excel required;

· Experience with Tableau dashboards and basic administration is a plus; and

· Experience in other cloud and data technologies such as AWS, Looker and Snowflake are also a plus.

Education:

· Bachelor’s degree in computer sciences, software design, information systems or equivalent experience.

Physical Demands and Work Environment:

· Sedentary work (i.e., sitting for long periods of time);

· Exerting up to 10 pounds of force occasionally and/or negligible amount of force;

· Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;

· Subject to inside environmental conditions; and

· Travel for this position will include less than 5%