Job Description

Description

Manager - Engineering Support

Overview

The Manager will be responsible for providing product support to Edifecs' customers Smart Trading platform. The incumbent leads a team of exceptionally skilled support leads and support specialists helping customers achieve great results with Edifecs software that is both hosted and installed on premise in a 24x7 shift-based model between Mohali, India and Bellevue, WA USA. The manager puts customers first and leads by example in ensuring high quality, SLA-driven support to Edifecs' Smart Trading Platform customers in USA and across the globe. Duties can range from collaborating with R&D teams for releasing new products into market with adequate support and training, ensuring that all support tickets are resolved in a timely and comprehensive manner and within customer contracted SLAs, improve support processes and tools as well as identify opportunities to reduce cost of support through process improvements, product improvements, training, knowledgebase and self-service.

What you will do:

• Lead and manage the product support team that provides 24x7 support.
• Work with Edifecs leadership on refining strategy for support services.
• Invest self in building product expertise on the Edifecs Smart Trading Platform.
• Lead and drive support processes, benchmarks, knowledge base, tools and reporting systems to continuous improvement journeys.
• Provide weekly reporting to Edifecs Executive Management on support operations, status, SLAs, top issues and customer feedback
• Interface with Product Management, Engineering and other organizations as required to ensure customer feedback is factored into future Product Roadmap and hot-fix deployments.
• Manage ticket workload distribution within the team of Support Engineers to ensure customer satisfaction and service levels are met and exceed the Customer's expectations.
• Assist Edifecs Implementation consultants and customer/partner architects both during and after implementation as required.
• Coordinate with other Professional Services, Product and Engineering team members to meet support goals.
• Manage and assist with setting priorities based on various factors such as customer escalations, production down situations, critical product deployments, and other special situations
• Manage customer escalations by defining an action plan, identify the appropriate resources and handle internal and external communications
• Hire, mentor and develop Product Support staff members for the Smart Trading Platform.
• Conducting monthly 1-2-1's

What you will bring:

• 8-10 years of experience in enterprise software solution with at least 2 to 4 years as a manager in a 24x7 B2B enterprise application support organization.
• Excellent software knowledge, including: Microsoft products, MS SQL, Exchange
• Good problem-solving skills
• Deep understanding / prior experience in supporting complex enterprise applications based on java technology, databases, messaging systems and operating systems.
• Excel with documentation, and verbal and written skills are top notch. Has an outstanding ability to empathize with customers and convey confidence, and is skilled with conflict resolution, presentation and small group facilitation skills
• Ability to juggle and prioritize a high volume ticket workload and handle details accurately and in a timely manner under pressure.
• Impeccable organizational skills. Proven ability to establish strategic initiatives for support organizations.
• Strong knowledge and experience in support processes, tools, methodologies for complex enterprise scale solutions
• Ability to establish a clear and understandable vision for the Support organization, get buy-in from others on that vision, and build the operational components to execute against that vision.
• Strong experience with setting up and running world-class product and customer support organizations.
• Must thrive in a fast-paced, results-oriented, collaborative environment.
• Must have extremely high energy and stamina to perform consistently and at a high level in a demanding Environment.
• A BE/BTech/MTech in Computer Science or related degree is required.

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About Edifecs

is a premier technology company in the U.S. Healthcare market with solutions focused on interoperability, workflows, risk adjustment, value-based care payments, and analytics. Edifecs solutions are used by leading healthcare entities including, payers, providers, employers, third-party administrators, and government agencies. With innovative technology and solutions, Edifecs helps its customers by optimizing the secure exchange and processing of administrative and clinical data, reducing the cost of complying with regulations, and automating workflows involved in multiple core processes within the healthcare ecosystem.

Edifecs is a frontrunner in providing solutions for B2B data exchange, streamlining key workflows in areas such as enrollment, risk adjustment, and alternative payment models. With the advent of FHIR and new regulatory guidance from HHS, Edifecs has emerged as a leader in easing the effort associated with achieving compliance with new federal rules and in making the healthcare consumer the primary stakeholder. Edifecs solutions are offered in both On-Premise and SaaS models. The company is headquartered in Bellevue, Washington, with additional offices in Atlanta, Georgia, and Mohali, India, an engineering center in Moldova, and has more than 900 employees.