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Product Support Specialist

Company Edifecs
Location Bellevue, WA 98004
Update 12 Day ago
Edifecs is a leading healthcare technology company with the mission to improve healthcare outcomes, reduce costs and accelerate innovation. We empower healthcare organizations to scale the partnerships required by payment, care delivery and access reform initiatives that are redefining the healthcare industry. We are disruptors, scientists, data nerds, doctors and artists. We believe information technology can revolutionize healthcare. Edifecs has grown from a small start-up to the market leader in our space, and today boasts over 375 healthcare clients that include 25 Blue Plans, over 50 Commercial Plans, 100’s of Healthcare Providers, State and Federal agencies, along with partnership arrangements with most leading middleware stack vendors. Edifecs is regularly recognized as leaders in the Healthcare industry. We have received recognition and awards and continue to be recognized for our overall performance as a company, our dynamic workplace culture and our commitment to innovation.

Edifecs is seeking innovative individuals with exceptional analytical abilities who thrive for excellence in everything they do. We pride ourselves in hiring the best talent in the market, and we offer commensurate compensation and benefits.

The Product Support Specialists help customers troubleshoot technical problems they face in using our solutions. These can range from simple installation questions to advanced performance tuning of complex systems. The ideal candidate is goal-oriented, has the ability to handle interruptions while fluidly switching between several projects; must have strong technical skills supporting mission critical products for enterprise clients.

Provide technical support to enterprise clients related to technical and operational aspects of the products
Partner with Product Support Engineers and development teams as necessary
Assist development team with performance analysis and testing during release cycles for service packs, hot fixes etc.
Answer email and phone requests for help from customers
Collaborate in virtual teamwork with other Product Support staff
Host online troubleshooting and investigation sessions on customer’s production environments
Deliver a consistent, responsive and satisfying customer experience with each contact
Collect all necessary problem details from customers to be able to effectively see the problem to resolution
Successfully reproduce customer issues in a controlled test environment
Follow standard operational procedures for case management
Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
Update knowledge base / create reusable documents, originating from patterns observed during customer issue troubleshooting
May need to work in a shift that gets scheduled between 5 AM and 6 PM PST
May need to provide weekend on-call support based on internal roster

BS in Computer Science or other technology related program or equivalent experience in a technical support role.
Up to 4 years applicable experience in supporting commercial off the shelf enterprise products
Understanding of following underlying technologies used by Edifecs solutions : Java, JMS, SQL Server/ Oracle, Reporting systems like Tableau, Web/Application Servers like Apache Tomcat/ IBM WAS
Good understanding of SOAP and REST based web services
Prior experience troubleshooting performance problems that may have many underlying causes such as Disk, Database, Network, Messaging and other platform / 3rd party solutions.
Prior experience in troubleshooting problems in java based applications using opensource tools / JDK tools such as jstack, visualvm, jconsole, jmap and similar tools to identify memory issues, deadlocks, application performance.
Ability to guide customers remotely through complex, multi-server deployments and upgrades for enterprise products
Familiarity with at least one non-Windows operating system (such as Linux, HPUX, AIX)
Familiarity with EDI Standards such as X12, EDIFACT, HL7, NCPDP and knowledge of HIPAA transactions is a plus.
Prior Scripting and Programming Experience for solving business problems preferred.
Knowledge of various network and internet technologies and communication protocols: TCP/IP, sFTP, HTTP, AS2, etc. highly desired.
Very strong written and verbal skills.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, protected veteran status, disability status, or any other characteristic protected by law.
Edifecs will provide reasonable accommodation to individuals with disabilities who need assistance applying for a job. Please contact for more information.