[Remote] Support Engineering Manager
Note: The job is a remote job and is open to candidates in USA. Cotiviti is a company seeking a Support Engineering Manager to provide technical support to enterprise clients and mentor Product Engineering staff. The role involves collaborating with product support and development teams, assisting in performance analysis, and ensuring a satisfying customer experience.
Responsibilities
- Provide technical support to enterprise clients related to technical and operational aspects of the products
- Provide mentorship and task guidance to Product Engineering staff
- Partner with product support 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 with teamwork with other Product Support Engineering 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
Skills
- Requires a bachelor's degree or foreign equivalent degree in Computer Science, Computer Engineering, or related field
- 5 years of progressive, post baccalaureate experience in product support in the healthcare industry
- 5 years of reading and writing relational database queries using T-SQL and ANSI-SQL
- Hands-on experience developing and supporting applications using the following technologies/languages: SQL, PL/SQL, HTML, Jscript, Java, and Perl
- Working with EDI and EDI systems
- Working with HIPAA requirements
- Working with HTML
- Working with code and scripting development
Benefits
- Medical, dental, vision, disability, and life insurance coverage
- 401(k) savings plans
- Paid family leave
- 9 paid holidays per year
- 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti
Company Overview