Production Support Engineer
0108168

Job Description

SUMMARY

The Production Support Engineer is a versatile and highly motivated individual who supplies front line technical support and customer service. As a Production Support Engineer, you will be responsible for providing escalation technical and developer support for production issues for customers. Being a vital part of the Production Support team involves working on highly complex systems and providing general technology support services for both internal and external clients, ensuring overall customer satisfaction and total resolution of each support incident. Your role as a production support professional will be as a central figure supplying technical expertise to our clients as well as to other Adaptis team members.

JOB DUTIES

The Production Support Engineer will be based in our Seattle, WA office and play an integral role in the success of the Production Support team. Specifically s/he will be responsible for:

• Managing resolution of technical issues for a distinct set of clients. Clients are internal and external users of the QNXT application who provide business critical services for Health Plans.
• Troubleshooting complex software application issues. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, application server setup, database management, data analysis, and third party products (BizTalk, Informatica, Macess.EXP, QNXT, Oracle)
• Providing excellent client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments. The Production Support Engineer will analyze trends associated with the customer base and report potential areas of risk or reward to Manager, Production Support.
• Prioritizing numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels.
• Collaborating extensively with peers, Business Analysts, Operations Staff and Account Managers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.
• First level system administration of client environments including: Tracking all changes and working with our internal teams to ensure optimal performance and response times.

SKILLS and ABILITIES

Strong written and verbal communication skills.

Experience in the health insurance industry, payer oriented processes and systems.

Familiar with SQL Server database and data analysis.

Familiar with J2EE or .NET architecture; Web Services (SOAP, XML); configuring Web servers (Apache, IIS) and the infrastructure necessary support a dynamic website (load balancers, connecting to databases, etc).

Demonstrated leadership ability, strong team player who enjoys working in a fast paced atmosphere.

Ability to manage multiple priorities, commitments and projects.

Self motivated, directed and passionate about what you do.

Must be able to work the occasional weekend, holiday and after hours support.

QUALIFICATIONS and EDUCATION

BS in Computer Science/Engineering, MIS or related engineering/science fields.

Individual must have working experience with three or more of the following: Windows 2000 and up, SQL Server 2000 and up, Oracle 8i and up, Web servers (Apache or IIS), J2EE architecture, or .NET architecture.

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