Software Engineer, Support

Software Engineer, Support

Smart Data Solutions, a leading provider of data management, claim routing and workflow solutions to health plans and TPAs, is looking for passionate and driven Software Engineer, Support to join our team.

What you’ll be doing?

Technical Support & Issue Resolution:

• Investigate, diagnose, and resolve support tickets related to software functionality, system integrations, data discrepancies, production issues and performance issues.
• Guide users through problem-solving steps for software configuration, connectivity, and troubleshooting.
• Document all ticket resolutions, technical solutions, and customer interactions in the ticketing system.
• Manage customer accounts to ensure processes are working as expected and identify potential problems.
• Understand and follow Smart Data Solutions’ (SDS) workflow and associated technical systems.
• Understand and follow all assigned customer workflows including import and export processes.
• Interpret customer business processes, analyze problems, and recommend programmable solutions.
• Apply analytical and business knowledge to solve customer specified problems adhering to SDS coding standards and policies.

Customer Interaction & Communication:

• Respond to support requests in a timely manner, ensuring first response and resolution times meet Service Level Agreements (SLAs).
• Provide clear, professional, and empathetic communication to customers regarding issue status and resolution steps.
• Educate users on best practices for using the software efficiently and securely.
• Gather customer feedback and collaborate with the Product team to improve software usability and stability.

Collaboration & Continuous Improvement:

• Work closely with Engineering, Implementation, and Product teams to resolve escalated issues and provide customer insights for product enhancements.
• Identify recurring issues and contribute to the creation of Knowledge Base (KB) articles and self-service support documentation.
• Participate in support team training sessions to stay updated on new product features and troubleshooting techniques.

What we’re looking for?

Education and Experience

• 2+ year experience in a Technical Support or Support Engineering role
• 4+ year degree in computer science or equivalent degree
• In-depth knowledge of Java SE & Java EE.
• Proficiency in working with relational databases (e.g., MySQL)
• Proficiency in Git and code collaboration platforms (e.g., GitHub, GitLab).
• Experience with cloud platforms like AWS, Google Cloud, or Azure.
• Proficiency in writing clean, maintainable, and efficient code.

Skills and Competencies

• Technical Expertise: Deep knowledge of software integration, APIs, data migration, and system architecture. Proficiency in programming languages and database systems is a plus.
• Experience with ticketing systems (JIRA, ServiceNow, Zendesk, Freshdesk, or similar)
• Problem-Solving: Strong analytical skills to diagnose and resolve technical issues effectively.
• Communication: Excellent verbal and written communication skills for interacting with clients and internal teams.
• Client Focus: Commitment to understanding and fulfilling client needs and expectations.

Preferred Skills

• Knowledge of DevOps practices and tools.
• Experience with security and compliance requirements in software deployment.
• Ability to understand process workflows, analyze, and identify improvements
• Ability to comprehend and follow written policies, procedures, and directions
• Action orientation and ability to consistently complete assigned tasks on time

Why this is the company for you?

Top Benefits & Perks:

• A company culture that is authentic, innovative, and collaborative! Our most powerful strength is our people! We build impactful solutions for our customers - their success is our success!
• A professional development and growth-oriented workplace.
• Generous benefits including medical/accidental insurance and Social Security Fund contribution.
• A flexible environment with a competitive paid time off package; including vacation, holiday, give-back day, and a floating day.

Who is Smart Data Solutions?

Smart Data Solutions (SDS) is a technology leader in healthcare process automation and interoperability. As a strategic partner, SDS helps clients digitally transform their operations, delivering tangible value through reduced costs, streamlined workflows, and an improved customer experience. With data, AI, and automation at its core, SDS provides solutions in Digital Mailroom and Data Capture, Clearinghouse, Intelligent Medical Records, Prior Authorization and Claim Operations. Trusted by over 500 clients—including multiple Blue Cross Blue Shield plans, regional health plans, TPAs, providers, and healthcare partners—SDS streamlines complex front, middle, and back-office operations.

Smart Data Solutions is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.