Sr. Support Engineer - Remote

Senior Support Engineer

Sharecare is the digital health company that helps people manage all their health in one place. The Sharecare platform provides each person – no matter where they are in their health journey – with a comprehensive and personalized health profile, where they can dynamically and easily connect to the information, evidence-based programs and health professionals they need to live their healthiest, happiest and most productive life. With award-winning and innovative frictionless technologies, scientifically validated clinical protocols and best-in-class coaching tools, Sharecare helps providers, employers and health plans effectively scale outcomes-based health and wellness solutions across their entire populations. We are always looking for people that value the opportunity to work hard, have fun on the job, and make a difference in the lives of others through their work every day!

Job Summary

Seeking a Senior Support Engineer to contribute to a cutting-edge platform for national and international partners and customers. In this fast-paced environment, the team works with Product, QA, Operations, Development, and strategic partners to meet business needs. This position is a chance to join a highly collaborative team working on providing service that exceeds expectations in the health information industry. An ideal candidate should have tier 3 helpdesk experience with advanced troubleshooting and root cause analysis skills. Individual should also be advanced in SQL query design and possess a thorough understanding of full stack API development. Candidate should be versed in technical service integration, and comfortable in both internal and customer-facing roles. The candidate should be full of enthusiasm for our vision to help people manage all their health in one place, love the art of root cause analysis and remediation, and be a fast learner, self-driven, and detail focused. Strong analytical skills are a prerequisite when troubleshooting our platform data, services, and architecture. The candidate should be comfortable following requirements and configuration documents and championing process improvements and innovations.

Essential Functions

• Performs tier 3 root cause analysis to identify defects, propose solutions, and submit trouble tickets to development; following up until resolution
• Investigaates, resolves, and escalates client inquiries; communicating findings to the appropriate staff and ensuring status is consistently provided to requestors
• Performs research and analysis on healthcare eligibility, lab, biometric, medical claims, pharmacy claims, incentives, and other external client health data
• Designs and executes complex database queries joining multiple tables to meet internal and external analytical needs
• Publishes written documentation that relates to the analysis of customer data
• Adheres to the highest HIPPA standards of privacy and confidentiality when analyzing client personal health information (PHI) and personal identifiable information (PII)

Qualifications

+ Bachelor's degree (or higher) in Computer Science or related field or equivalent experience

+ Detail focused and excited to provide exemplary enterprise support

+ Experience with healthcare data and ingestion processes

+ Experience with Salesforce and Jira ticketing systems

+ A "can do" attitude that enjoys working within a highly collaborative and friendly work environment

+ Self-motivated, reliable, and dedicated individual with strong customer service background

+ Excellent internal and external communications skills

+ Experience with data handling and business/application processes and services

+ Experience using different PL/SQL commands and ability to create database queries joining several database tables

+ Excellent analytical skills and proficiency in root cause analysis

+ Experience and training in Six Sigma, LEAN, and AGILE methodologies

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law. Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.