Support Engineer

Innovaccer is a company that empowers healthcare providers, payers, and government organizations to improve health outcomes through data integration. The Support Engineer - Applications role is responsible for troubleshooting complex technical issues and providing exceptional support to enterprise customers across cloud-based solutions.

Responsibilities:

• Provide timely technical support to customers during US working hours, addressing issues related to service levels, cloud infrastructure, data storage, access control, authorization etc
• Investigate and troubleshoot problems by analyzing logs, reviewing system metrics, and tracing functional flows across multiple applications
• Create and deploy data patches when necessary to resolve customer issues quickly and effectively
• Communicate technical issues and resolutions clearly to customers, managing expectations throughout the resolution process
• Coordinate with engineering, product, DevOps, infrastructure, and security teams to resolve complex technical challenges
• Escalate critical issues appropriately & follow through to ensure timely resolution
• Participate in incident response & post-mortem activities to prevent recurring issues
• Share customer insights & feedback with product and engineering teams to drive improvement
• Monitor cloud infrastructure and services to proactively identify potential issues
• Manage and troubleshoot blob storage, SQL, and NoSQL datastores, and related data issues
• Understand and navigate the functional workflows of core applications to diagnose problems effectively
• Document technical solutions, create knowledge base articles, and contribute to internal runbook

Requirements:

• 2 to 4 years of customer support engineering experience
• Experience working with major Infra/DevOps teams on cloud platforms (AWS, Azure, or GCP), including compute, storage, and networking services
• Experience with ticketing systems and customer support platforms
• Strong understanding of both SQL and NoSQL databases, including troubleshooting queries and performance issues
• Experience with blob/object storage systems and data access patterns
• Knowledge of security engineering best practices
• Proficiency in log analysis, debugging, and creating technical documentation
• Excellent written and verbal communication skills with the ability to explain complex technical concepts to varied audiences
• Strong analytical and troubleshooting abilities with attention to detail
• Able to work US business hours and participate in on-call rotation as needed
• Bachelor's degree in Information Technology/Computer Science or related field
• Experience in the US healthcare industry or with healthcare applications
• Familiarity with HIPAA compliance and healthcare data standards
• Knowledge of scripting languages (Python) for automation
• Experience with monitoring and observability tools (e.g., Datadog, New Relic, Splunk)
• Understanding of CI/CD pipelines and DevOps practices