About this role
About the Role The Software Engineer - Customer Support is responsible for supporting enterprise customers by troubleshooting complex technical and functional issues across cloud-based solutions. This role sits at the intersection of customer support, engineering, and operations, and requires strong analytical skills, cross-team coordination, and hands-on problem-solving. He/she will serve as a critical technical bridge between our customers and internal teams. This role focuses on troubleshooting complex technical issues, ensuring service reliability, and delivering exceptional support during US business hours. He/she will investigate production issues, analyze logs and data, apply data and/or configuration fixes where required, and collaborate with internal teams, including Engineering, Product, DevOps, Infrastructure, and Security.
A Day in the Life
Working with business and product teams to understand product vision and requirementsProvide 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 applicationsCreate and deploy data patches when necessary to resolve customer issues quickly and effectivelyCommunicate technical issues and resolutions clearly to customers, managing expectations throughout the resolution processCoordinate with engineering, product, DevOps, infrastructure, and security teams to resolve complex technical challengesEscalate critical issues appropriately & follow through to ensure timely resolutionParticipate in incident response & post-mortem activities to prevent recurring issuesShare customer insights & feedback with product and engineering teams to drive improvementsMonitor cloud infrastructure and services to proactively identify potential issuesManage and troubleshoot blob storage, SQL, and NoSQL datastores, and related data issuesUnderstand and navigate the functional workflows of core applications to diagnose problems effectivelyDocument technical solutions, create knowledge base articles, and contribute to internal runbooks
What You Need
You have 2 to 4 years of customer support engineering experienceExperience working with major Infra/ DevOps teams on cloud platforms (AWS, Azure, or GCP), including compute, storage, and networking servicesExperience with ticketing systems and customer support platformsStrong understanding of both SQL and NoSQL databases, including troubleshooting queries and performance issuesExperience with blob/object storage systems and data access patternsKnowledge of security engineering best practicesProficiency in log analysis, debugging, and creating technical documentationExcellent written and verbal communication skills with the ability to explain complex technical concepts to varied audiencesStrong analytical and troubleshooting abilities with attention to detail Able to work US business hours and participate in on-call rotation as neededEducation Qualifications
Bachelor’s degree in Information Technology/Computer Science or related field.Nice to have
Experience in the US healthcare industry or with healthcare applicationsFamiliarity with HIPAA compliance and healthcare data standardsKnowledge of scripting languages (Python) for automationExperience with monitoring and observability tools (e.g., Datadog, New Relic, Splunk)Understanding of CI/CD pipelines and DevOps practices
We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer
Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.
Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.
For any additional information, please visit the below websites:
E-Verify
Right to Work (English)
Right to Work (Spanish)
Disclaimer:
Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [email protected]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.
About Innovaccer
Innovaccer activates the flow of healthcare data, empowering providers, payers, and government organizations to deliver intelligent and connected experiences that advance health outcomes. The Healthcare Intelligence Cloud equips every stakeholder in the patient journey to turn fragmented data into proactive, coordinated actions that elevate the quality of care and drive operational performance. Leading healthcare organizations like CommonSpirit Health, Atlantic Health, and Banner Health trust Innovaccer to integrate a system of intelligence into their existing infrastructure, extending the human touch in healthcare. For more information, visit www.innovaccer.com.
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