Technical Support Engineer - Evening Shift

This Engineer will begin with a 90-day onboarding and training period in our Tampa office, working a hybrid schedule during standard business hours. Upon successful completion of training, the role will transition to a fully Remote position supporting customers during our evening shift (3:00 PM – 11:00 PM ET). Employees supporting the evening shift will play a key role in L2 production support and deployment activities and after-hours customer support needs, ensuring successful implementations and continuity of service. The ideal candidate serves to guide customers through all technical aspects of the enterprise care management software implementation with an emphasis on developing technical requirements for enterprise application integration solutions. 

This position will play a role in deployment efforts and provide support during after-hours operations. In recognition of these responsibilities, the role is eligible for a 10% shift differential.

Key Responsibilities:

• Responsible for contributing to and reviewing SOWs in support of MHK integration projects involving 3rd party vendors/partners and documenting the solution.
• Lead collaborative cross-functional team (MHK, customer technical teams as well as Functional aspects) in the design and documentation of overall solution architecture that leverages MHK interface capabilities to satisfy defined business objectives in terms of scalability, security, reliability, maintainability.
• Develop specifications based on an understanding of MHK application infrastructure requirements and information gathered from the customer regarding their usage scenarios.
• Work with MHK project manager(s) to develop detail MS project schedule, ensure that schedule is kept up-to-date, and associated activities and tasks are completed in a timely manner to meet prescribed milestones.
• Deliver technical integration and interface capabilities presentations to key customer business and technical stakeholders. Explain how technical product capabilities relate to and facilitate desired business functionality.
• Work with customers’ technical team to create detailed technical standards-based (XML, X12, REST and SOAP Web Services) data interface specifications ensuring that customers’ technical team can effectively implement the interface to satisfy business objectives.
• Perform complex technical data issue analysis and resolution through intimate knowledge of MHK application data model and use of SQL database queries and log file analysis.
• Utilize defined tools/processes to clearly document and escalate any technical issues identified during the implementation. Works with MHK product/engineering team as necessary to ensure that any issues are resolved in a timely manner so that customer expectations are met through acceptable workarounds and/or appropriate product enhancements/fixes.
• Work with customer technical and business team to develop comprehensive deployment plans to ensure smooth go-live of MHK functionality. Deployment plans encompass software installation, configuration, data loads, business/technical validation, known issues and go/no-go decision points.
• Proactively identify, contribute to the maintenance, and drive adoption of improvements to the MHK implementation delivery processes and artifacts.
• Manages executive and stakeholder expectations; negotiates priorities and responsiveness with transparent communication to maintain trust.
• Proactively drives the customers’ technical team in completing all deliverables that each customer owns
• Builds and grow client trust organically as a product advisor by proving an ongoing value through accountability, proactive communication and transparency, while providing tailored solutions aligned to each client’s goals and use cases.

Skill Requirements: 

• 3-5 years of experience in Technical Consulting, Business Analysis or Project Management within a technical healthcare environment.   
• SQL development and database administration experience (SQL Server preferred)
• Basic ETL or data processes knowledge including data mapping and XML data interfaces 
• Web services – experience in designing API client applications/call sequences (REST/Postman, FHIR) 
• System security and administration knowledge (SSO, SSL).
• Customer-facing technical requirements iteration with system integration and enterprise application architecture/design knowledge.
• Familiarity with enterprise application integration platforms (SAAS Solutions)  
• Healthcare or health plan knowledge and SAAS platform experience is strongly preferred.
• Experience in Technical Documentation and Business Analysis.  
• Data reporting experience including data analysis and visualization tools preferred.

Education/Certification Requirements:

• Bachelor’s Degree preferred