Support Engineer

• Lead engaging product demonstrations and solution presentations for prospective and new customers.
• Collaborate with clients to gather and analyze business and functional requirements.
• Design and document requirements to configure the SaaS application to support customer-specific workflows for claims, authorizations, eligibility, and member management.
• Support customer onboarding, testing, and go-live activities.
• Work with interoperability teams to establish data integrations via APIs, HL7/FHIR, or X12 transactions.
• Troubleshoot configuration, data, and performance issues, providing resolution and documentation.
• Develop and maintain solution documentation, configuration guides, and client-specific reference materials.
• Partner closely with Product Management, Engineering, and Customer Success teams to ensure a seamless implementation experience.
• Contribute to continuous improvement of solution templates, configuration standards, and onboarding processes.
• Act as a trusted advisor to clients, helping them align system capabilities with operational best practices.
• Perform deep technical tasks related to HealthAxis applications, diagnostic/fix skills.
• Diagnose and troubleshoot technical issues, including account setup, configuration, & on-going support.
• Build knowledgebase by managing the creation of documentation that describes technical solutions.
• SLA Management and Enforcement with consistent delivery of excellent customer service.
• Validate interface transmissions and the execution of various batch processes.
• Research and identify solutions to software issues, utilizing internal and external resources.
• Provide prompt and accurate feedback to customers.
• Maintain a current level of knowledge and expertise on supported HealthAxis systems.

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