The Product:

HealthRules® Payer is the core of our integrated solution suite, offering a leading digital, next-generation
claims administration processing system. It includes advanced business intelligence, seamless integration,
a unique configuration and promotion engine, and comprehensive home and host processing—available on
both public and private clouds. HealthRules Payer consistently ranks #1 among CAPS solutions, delivering
90–97% first-pass auto-adjudication rates and over 99% accuracy. It empowers payers to respond swiftly to
regulatory changes, adopt value-based reimbursement models, and improve clinical outcomes and member
experiences.

As part of the Support Engineering team, you will:

• Troubleshoot complex issues and improve the user experience for HealthEdge customers.
• Provide technical support to both internal and external clients across hosted and on-premises
environments.
• Leverage your proficiency in Java-based technologies and frameworks to resolve issues efficiently.
• Collaborate with IT, operations, product development, product management, and other
stakeholders to drive innovation and continuous improvement.
• Utilize a broad range of technologies and develop deep knowledge of HealthEdge products to ensure
high-quality support delivery.

This is a customer-facing role that requires strong technical acumen, problem-solving skills, and the ability to
thrive in a fast-paced, collaborative environment.

Key Responsibilities:

• Triage and analyze complex issues, perform root cause analysis and correlate related system or
application problems.
• Act as a liaison between engineering, IT operations, and consulting teams to resolve incidents and
ensure timely communication with customers.
• Assist customers in quickly identifying issues and providing effective workarounds, while guiding them
on best practices and cleanup scripts.
• Manage multiple support requests with competing priorities, maintaining accurate case records and
customer information in Salesforce.
• Participate in customer calls, peer reviews, and technical/functional discussions to identify optimal
solutions and drive continuous improvement.
• Provide feedback on bugs across active releases and contribute to knowledge base articles and reusable
scripts for common issues.
• Document root cause analyses and standard procedures through runbooks and KB articles.
• Demonstrate a strong drive to understand both the business and technical aspects of problems,
contributing to improved service and operational efficiency.
• Perform all job functions in compliance with HealthEdge policies and procedures, including those
related to handling PHI and PII.
• Provide 24x7 on-call client support on a rotational basis.
• INDIA specific: May require early morning or evening shifts (India time) to overlap with US teams. Typically, late-night shifts are not expected.

Additional Role-Specific Competencies

• Collaborates across departments (e.g., CSMs, Engineering) to troubleshoot effectively.
• Contributes to and improves knowledge base articles and runbooks.
• Demonstrates resilience during change and helps implement new tools or processes.
• Participates in brown bags or mobbing sessions to share knowledge.
• Owns process improvement projects and manages transitions.

Education & Experience:
• Bachelor’s degree in Computer Science, Electronics, or a related field.
• 4-6 years of experience in supporting mission-critical, multi-tiered enterprise applications.
• Hands-on experience in analysis, maintenance, support, implementation, and testing of software
systems using Java, J2EE, and internet technologies.
• Domain knowledge in healthcare or US health insurance is preferred.
Technical Proficiency:
• Strong knowledge of Java-based applications, including Java 11+ code, analyzing stack traces, error
codes, and performance issues (e.g., memory leaks, thread contention, slow SQL queries).
• Proficient in web technologies and middleware such as WebLogic/WebSphere.
• Expertise in relational databases (preferably Oracle), with the ability to understand schemas, write and
debug complex SQL queries.
 E info@healthedge.com W healthedge.com A 9th Floor B Wing, Electra Block, Exora Business Park, Kadubeesanahalli
Village, Varthur ,Hobli, Outer Ring Road, East Taluk, Bengaluru- 560103
• Experience with SOAP and REST-based web services.
• Skilled in log analysis using tools like grep, with familiarity in structured (JSON, XML) and unstructured
log formats.
• Root cause analysis across distributed systems including microservices, APIs, and message queues.
• Hands-on experience with monitoring and analysis tools such as Splunk, ELK Stack, and AppDynamics.
• Foundational experience in troubleshooting and analyzing Bash scripts.
Preferred: Understanding or experience in:
 Apache Tomcat
 PostgreSQL
 React JS
 Spring Boot
Business & Analytical Skills:
• Strong critical thinking, analytical reasoning, and problem-solving abilities.
• Proven ability to engage with US/UK customers and manage competing priorities in a fast-paced
environment.
• Experience creating runbooks and knowledge base articles to document root cause analyses and
standard procedures.
Soft Skills & Work Environment:
• Excellent written and verbal communication skills, with the ability to articulate technical concepts to
diverse audiences.
• Comfortable working in dynamic environments with flexibility to provide 24x7 on-call client support on a
rotational basis.