Senior SaaS Operations Engineer

Overview

The Senior Operations Engineer works primarily with enterprise customers of Edifecs products, proactively assisting them with post- sales installation, configuration, upgrade, troubleshooting and day to day operational management. Responsibilities include taking a proactive leadership role working with the Engineering team and Customers to triage and resolve highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs products. In addition to working with customers, the Sr Operations Engineer will routinely partner with our Development, Sustaining Engineering and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful. The ideal candidate will have extensive knowledge and hands-on experience with Docker and Kubernetes, along with a strong background in research & implementation. This role will involve working closely with our IT SaaS team to design, implement, and maintain containerized environments and orchestration systems to support our organization's infrastructure and applications.

What you will do:

• Manage end to end maintenance and operations of Edifecs SaaS solutions including performing upgrades, making configuration changes, managing day to day operations, building custom tools and utilities, creating ad hoc reports / queries
• Provide technical support to enterprise clients related to technical and operational aspects of the products
• Partner with IT SaaS team to Design, deploy, and manage Docker containers and Kubernetes clusters in both development and production environments and integrate with Edifecs Products.
• Partner with Product & Engineering team to get the EKS compatible builds.
• Collaborate with software developers and system administrators to optimize application performance and scalability using containerization and orchestration technologies.
• Develop and maintain CI/CD pipelines for automated testing, deployment, and monitoring of containerized applications.
• Troubleshoot and resolve issues related to containerized environments, Kubernetes clusters, and related infrastructure components.
• Partner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions
• Analyze application and database performance, identify bottlenecks and provide fix/ report to the development team for a fix
• Provide workarounds or temporary fixes to the client to avoid processing disruption
• Proactive monitoring and management of data processing, and management of customer reported cases / issues.
• Deliver a consistent, responsive and satisfying customer experience with each contact
• Collect all necessary problem details from customers to be able to effectively see the problem to resolution
• Successfully reproduce customer issues in a controlled test environment
• Follow standard operational procedures for case management
• Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
• Update knowledge base / create reusable documents, originating from patterns observed during customer issue troubleshooting.

What you will bring:

• BS in Computer Science or other technology related program or equivalent experience in implementing, and operating Java stack-based enterprise applications
• 5+ years of applicable experience in maintaining commercial off the shelf enterprise products
• Understanding of following underlying technologies used by Edifecs solutions: Java, JMS, SQL Server/ Oracle, Web/Application Servers like Apache Tomcat/ IBM WAS
• Experience on at least one integration or ESB software such as Edifecs XEngine Server, TIBCO EMS, IBM WebSphere suite, Web methods, MuleSoft, Intersystem Ensemble
• Proven expertise in Docker containerization and Kubernetes orchestration.
• Experience with cloud computing platforms such as AWS, Azure, or Google Cloud Platform.
• Prior demonstrable experience in deploying and supporting high transaction volume applications on AWS or other Cloud platforms.
• Good understanding of SOAP and REST based web services
• Prior experience troubleshooting performance problems that may have many underlying causes such as Disk, Database, Network, Messaging and other platform / 3rd party solutions.
• Prior experience in troubleshooting problems in java-based applications using opensource tools / JDK tools such as jstack, visualvm, jconsole, jmap and similar tools to identify memory issues, deadlocks, application performance.
• Ability to guide customers remotely through complex, multi-server deployments and upgrades for enterprise products
• Familiarity with at least one non-Windows operating system (such as Linux, HPUX, AIX)
• Familiarity with EDI Standards such as X12, EDIFACT, HL7, NCPDP and knowledge of HIPAA transactions is a plus.
• Prior Scripting and Programming Experience for solving business problems preferred.
• Knowledge of various network and internet technologies and communication protocols: TCP/IP, sFTP, HTTP, AS2, etc. highly desired.
• Effective communication and collaboration skills.
• Certifications such as Certified Kubernetes Administrator (CKA) or Docker Certified Associate (DCA) are a plus.

About Edifecs

Edifecs provides market-leading technology to its payer and health system customers, which serve nearly 300 million people in the U.S. healthcare market. For over 25 years, Edifecs has enabled customers to unlock greater value with their healthcare data management platform which includes its Best in KLAS healthcare interoperability cloud solution. Edifecs’ healthcare SaaS solutions, available on both public and private clouds, serve as the foundation that eliminates stakeholder friction to overcome healthcare’s biggest challenges, including accelerating value-based payment adoption and obtaining more complete and accurate care funding for alternative payment models. Edifecs’ solutions are powered by AI that incorporates generative AI and LLMs, natural language processing, and machine learning, to provide deeper insights into patients, populations, and business processes. As new standards and regulations continually emerge from government agencies, Edifecs is a proven partner to support its customers road to “evergreen” compliance. Edifecs customers include 24 of the 25 top commercial health plans in the country, 29 of the 52 Medicaid programs, and 6 out of 10 of the largest health systems.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, or disability status. Our corporate credo of innovation, collaboration, customer-centricity, and integrity drive and inform all our actions and decisions. Please contact [email protected] for more information.