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Level 3 Support Engineer

Sapphire Digital

Sapphire Digital

Customer Service
Multiple locations
Posted on Friday, June 14, 2024

The Zelis Enterprise team is hiring a Senior Support Engineer! This team creates enterprise solutions that enable our business unit products. Our modern applications include client portals, identity management, and APIs accessible in our marketplace.

As Senior Support Engineer, you will report to the Sr. Director of Engineering and will be the liaison between the business unit operations and the enterprise engineering teams, both on and off-shore. As an experienced Support Engineer, you'll utilize your technical expertise to resolve escalations, troubleshoot cases, and create Standard Operating Procedures to ensure consistency and success throughout business units.


MA - remote

New Jersey - remote

Texas - remote

GA - remote

FL - remote

MO - remote

What you'll be doing:

  • Manage enterprise-level web applications and work closely with the development team and raise defects in JIRA
  • Diagnose complex issues, create tickets, perform root cause analysis, and devise effective solutions
  • Review logs and audit tables, view data with SQL, and determine defects
  • Interact with other teams, customers, and stakeholders, including explaining technical details, providing updates, and managing expectations
  • Document troubleshooting steps, solutions, and best practices via internal wikis, forums, and/or training sessions to share best practices
  • Help the enterprise team devise the most appropriate intake for process simplification
  • Anticipate user needs, problem-solve with customers and maintain professional stakeholder relationships

What you'll bring to the table:

  • 3+ years of experience in a Senior Support Engineer role with a software or services company
  • Extensive experience diagnosing and resolving technical issues
  • Experience assisting end users with varying technical backgrounds
  • Strong knowledge and experience using SQL to diagnose and sometimes solve issues
  • 2+ years of experience in technical support or IT roles, with a focus on web application and/or API Management support
  • 2+ years of experience with remote troubleshooting and support tools
  • 2+ years of experience supporting enterprise client-facing web application portals
  • 2+ years of experience with troubleshooting API calls

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.