Customer Technical Support Engineer

Vimo is a leader in transforming government IT infrastructure with its innovative SaaS and AI technology. They are seeking a Senior Technical Support Engineer to support their Medicaid SaaS platform, focusing on eligibility and enrollment workflows while resolving technical issues across various systems.

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)
• 5+ years of experience in similar industry
• Experience supporting government, healthcare, or regulated SaaS systems
• Comfort working with ambiguous or incomplete information while progressing investigations
• Strong triage and prioritization judgment in high-volume environments