Vimo is a leader in transforming government IT infrastructure with its proven SaaS and AI technology. They are seeking a Senior Technical Support Engineer to support a Medicaid SaaS platform, focusing on technical issue resolution and customer engagement.
Responsibilities:
- Troubleshooting and resolving technical issues in a SaaS environment, including application behavior, databases, integrations, and APIs
- Managing and prioritizing multiple tickets in a production support environment
- Taking end-to-end ownership of tickets, including follow-through across teams until resolution
- Engaging directly with customers to understand symptoms and business impact
- Identifying when issues are systemic and escalating effectively with clear problem description and impact
- Contributing to improved resolution process, including triage practices
Requirements:
- Working understanding of MAGI Medicaid eligibility concepts
- Familiarity with MAGI eligibility and enrollment workflows
- Ability to recognize common MAGI-related issue patterns
- Understanding of how Medicaid systems integrate with external partners (Marketplace, verification services, data exchanges)
- Experience supporting government, healthcare, or regulated SaaS systems