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Product Support Engineer



Software Engineering, Product, Customer Service
Hyderabad, Telangana, India
Posted on Saturday, July 8, 2023

Join a team dedicated to supporting the crucial mission of improving health outcomes.

At Merative, you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com

Merative is seeking a Support Engineer to provide technical support to Merative customers in a traditional Data Center environment. Engineers’ responsibilities include responding to customer issues and requests, accurately documenting them in service management systems, and resolving issues; or escalate to the next level. The successful candidate will work independently and as part of a cross-functional team to debug application issues in a timely manner.
Document resolution of issues in our support ticket system in order to cross-train other support employees and to drive potential training content
• Use and create knowledgebase articles based on new product information, support incidents, and common or critical issues
• Analyze issues/requests related to our products and systems, which includes research, applying the appropriate fix, and work with the internal teams to ensure the issue is resolved and working as expected based on the requirements and guidelines
• Identify, research and analyze data errors or inconsistencies within the system
• Actively participate in team meetings by providing feedback on current day-to-day activity and recommendations for improvement
• Offer alternative solutions where appropriate with the objective of retaining customers’ confidence in our products
• Work with development teams to understand new products and services, and ensure support requirements and constraints are enforced.

It is the policy of Mertative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, HIV status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.