We are looking for…

Technical Support Engineer-L1/L2

location-logo Dallas, TX
suitcase-logo
gear-logo Sustenance Engineering

What it’s like to work with the world’s fastest-growing Healthcare Technology Company

At Innovaccer, we go beyond the normal. We believe in doing things differently. So don’t expect - old-school cubicles, slow pace, and anything remotely dull.
What you can expect is plenty of support and guidance from your colleagues, freedom to take risks, and opportunities to learn from each other.
The healthcare industry is witnessing a transformational shift and we are committed to helping healthcare work as one. Taking on new challenges head-on and building something that can create a huge impact is a part of our culture.
We love organized chaos. So, if you are looking for a typical 9 to 5 job where you are told what to do, this may not be for you. When you work with Innovaccer, you are your own boss.

What it’s like to work with the world’s fastest-growing Healthcare Technology Company

At Innovaccer, we go beyond the normal. We believe in doing things differently. So don’t expect - old-school cubicles, slow pace, and anything remotely dull.

What you can expect is plenty of support and guidance from your colleagues, freedom to take risks, and opportunities to learn from each other.

The healthcare industry is witnessing a transformational shift and we are committed to helping healthcare work as one. Taking on new challenges head-on and building something that can create a huge impact is a part of our culture.

We love organized chaos. So, if you are looking for a typical 9 to 5 job where you are told what to do, this may not be for you. When you work with Innovaccer, you are your own boss.

Your Role

We at Innovaccer are looking for a Technical Support Engineer- L1/L2 to join our Sustenance Engineering group. Here, you will provide Application/Production/Product Support to Innovaccer’s suite of products. You will manage the customer relationship and help account manager’s to have a holistic view of customer experience

A Day in the Life

  • Provide customer support to Innovaccer’s customers based in the US and globally. ▶ Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
  • Respond to questions from all emails and callers.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
  • Become familiar with each client and their respective applications.
  • Be the coordinator between customers and internal tech teams.
  • Perform production monitoring and follow the escalation matrix for each
  • Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
  • Manage customer relationship and help account managers to have holistic view of customer experience
  • Other duties as assigned by the Customer Support Manager

What You Need

  • Understanding on database - SQL, Pl/SQL
  • Awareness of AWS environment
  • Web-based Application support / Production Support
  • Hands-on with ticketing tools – Zendesk, Jira, Service Now etc.
  • Knowledge of ITIL V3 framework – Incident mgmt., Problem management, Service management and Change management
  • Excellent oral and written communication skills.
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others/Team player
  • Customer Support skills – Ownership, empathy etc.
  • Preferred skills - Python/MongoDB/UNIX/Linux
  • Preferred exp. On Analytics Tools - PowerBI

What We Offer

  • Industry-focused Certifications: We want you to be a subject matter expert in what you do. So, whether it’s our product or our domain, you will dive straight in and be certified by the best in the world.
  • Quarterly Rewards and Recognition Programs: We foster learning and encourage people to take moonshots. When you achieve your goals, we recognize and reward your hard work.
  • Health Benefits: We cover health insurance for you and your loved ones.
  • Sabbatical Policy: We encourage people to take time off and rejuvenate, upskill and pursue their interests so that they can generate new ideas for innovating at Innovaccer.
  • Pet-friendly office: and open floor plan. No mundane cubicles.

Full-Time