Key skills
Cloud platforms AWSCloud platforms AzureCloud platforms GCPSQLNoSQL databasesBlob/object storage systemsLog analysisdebuggingSecurity engineering best practicesTechnical documentationCustomer support experienceAnalytical skillsTroubleshooting abilitiesScripting languages (Python)Monitoring tools DatadogMonitoring tools New RelicMonitoring tools SplunkCI/CD pipelinesCommunication skillsPythonNoSQLAWSAzureGCPBlob StorageDatadogNew RelicSplunkCI/CDCommunication
About this role
Innovaccer is a company that empowers healthcare providers and organizations through its Healthcare Intelligence Cloud. The Support Engineer - Applications is responsible for troubleshooting complex technical issues for enterprise customers and ensuring service reliability while collaborating with various internal teams.
Responsibilities:
- Working with business and product teams to understand product vision and requirements
- 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 improvements
- 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 runbooks
Requirements:
- You have 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