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