At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design.
The Application Support team provides technical support to operational, customer and partner-facing teams. We oversee a large variety of in-house developed applications.
The team’s operational duties include triaging, troubleshooting, and coordinating remediation efforts across multiple teams. Leveraging our unique understanding of product operational patterns, we can advise on corrective measures to improve services and address technical debt, push for automation and reliability, and conduct root cause analysis. We assess the big picture, and impact, and escalate issues to relevant experts when they are larger than initially reported.

WHAT YOU’LL DO:

• Provide first and second tier support to internal external users and business stakeholders.
• Collaborate effectively while working cross functionally with Customer Experience, Operations, Product, and Engineering teams to identify and mitigate problems.
• Proactively identify pain points and opportunities for software-driven enhancements, as well as identifying when the gap is in training or process.
• Troubleshoot issues in our various software solutions, utilize web applications developer tools and APIs calls, inspect logs, releases, and recent changes in java written code, run scripts and database queries, and perform impact analysis using SQL queries.

TO BE SUCCESSFUL IN THIS ROLE, YOU’LL NEED:

• Experience: 8+ years work experience in Application Support, DevOps, Site Reliability Engineering, or Software Engineering.
• Production Support: 2+ years of experience being part of a production on-call and/or production support rotation for internal or external users.
• Problem Solving: Strong analytical and problem-solving skills. Ability to understand the landscape of a large scale system and troubleshoot problems in broad technical domains, such as distributed systems, third-party services and APIs, legacy software, databases.
• Troubleshooting Skills: Proficiency in working with relational databases and SQL. Basic scripting - ability to manipulate text and files.
• Tech Stack: Familiarity with logs, dashboards, microservices architecture, K8S, message queues, Github, change and release processes.
• AI: Familiarity with AI-enhanced development tools for troubleshooting and enhancing run-the-business tasks.
• Mitigation: Ability to efficiently drive issues that involve multiple internal and external stakeholders to completion, prioritize different tasks under pressure, know when to ask for backup, and provide executive summary on the state of ongoing escalations.
• Communication: Excellent written and verbal communication skills, with the ability to bridge the gap between technical and non-technical team members and end users.
• Collaboration: Genuinely enjoy collaborating with non-technical teams to understand their challenges and come up with technical solutions.
• Leadership: Demonstrated ability to provide technical leadership and mentorship to a team of engineers, with a passion for sharing knowledge and fostering technical growth.
• Experience in the healthcare industry and familiarity with EDI file feeds is a big plus.
• Nice to have: Familiarity with Databricks, AWS S3, Java Spring Boot, Rabbit MQ, Kafka, Python, Angular/React, GraphQL.
• A bachelor’s degree in Computer Science, a related technical field, or equivalent practical experience.