Senior Technical Services Engineer

Akkodis is seeking a Technical Services Engineer to join their customer support team, providing expert application support for healthcare solutions. The role involves troubleshooting complex issues, offering technical support to clients, and collaborating with various stakeholders to enhance service delivery.

Responsibilities:

• Triage and analyze complex issues, perform root cause analysis and correlate related system or application problems
• Act as a liaison between engineering, IT operations, and consulting teams to resolve incidents and ensure timely communication with customers
• Assist customers in quickly identifying issues and providing effective workarounds, while guiding them on best practices and cleanup scripts
• Manage multiple support requests with competing priorities, maintaining accurate case records and customer information in Salesforce
• Participate in customer calls, peer reviews, and technical/functional discussions to identify optimal solutions and drive continuous improvement
• Proactively address recurring issues such as failed transactions, stuck claims, and data warehouse streaming disruptions to minimize business impact
• Provide feedback on bugs across active releases and contribute to knowledge base articles and reusable scripts for common issues
• Build and deploy tools to proactively identify product issues and partner with product teams on preventive measures
• Document root cause analyses and standard procedures through runbooks and KB articles
• Demonstrate a strong drive to understand both the business and technical aspects of problems, contributing to improved service and operational efficiency
• Perform all job functions in compliance with Health policies and procedures, including those related to handling PHI and PII
• Provide 24x7 on-call client support on a rotational basis

Requirements:

• Bachelor's degree in Computer Science, Electronics, or a related field
• 5+ years of experience in supporting mission-critical, multi-tiered enterprise applications
• Hands-on experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies
• Strong knowledge of Java-based applications, including Java 11+ code, analyzing stack traces, error codes, and performance issues (e.g., memory leaks, thread contention, slow SQL queries)
• Proficient in web technologies and middleware such as WebLogic/WebSphere
• Expertise in relational databases (preferably Oracle), with the ability to understand schemas, write and debug complex SQL queries
• Experience with SOAP and REST-based web services
• Skilled in log analysis using tools like grep, with familiarity in structured (JSON, XML) and unstructured log formats
• Root cause analysis across distributed systems, including microservices, APIs, and message queues
• Hands-on experience with monitoring and analysis tools such as Splunk, ELK Stack, and AppDynamics
• Foundational experience in troubleshooting and analyzing Bash scripts
• Strong critical thinking, analytical reasoning, and problem-solving abilities
• Proven ability to engage with US/UK customers and manage competing priorities in a fast-paced environment
• Experience creating runbooks and knowledge base articles to document root cause analyses and standard procedures
• Excellent written and verbal communication skills, with the ability to articulate technical concepts to diverse audiences
• Comfortable working in dynamic environments with flexibility to provide 24x7 on-call client support on a rotational basis
• Proven experience in HRP (HealthRules Payer), JAVA, SQL