Technical Support Engineer (Consulting/NC Health Information Exchange)- Hybrid/Remote, Cary, North Carolina

About the job

As a Technical Support Engineer, you will support SAS US Government & Public Sector Healthcare services and support engagements by providing technical support, trouble shooting, root cause analysis and remediation for large-scale projects that utilize healthcare interoperability standards, specifically in the context of a Health Information Exchange (HIE).  

This individual will use their hands-on technical remediation experience to support the full product suite, diagnose issues and debug, correct, and maintain an Intersystems Healthshare platform and any related integrations while using best practices, providing technical and strategic support to interface development and broader support resources, and staying current on industry activities to serve as a domain expert.   In addition, the resource will proactively identify and communicate the impact of technical considerations to internal and external leadership, stakeholders, and non-technical business users.   

As a Technical Support Engineer, you will:

• Collaborate with a matrixed team to support, maintain, and execute standard operations and special projects within the SAS US Public Sector Healthcare Practice regarding LIVE and in PRODUCTION 24/7 applications and integrations.
• Provide hands-on technical remediation expertise and consulting for large-scale customer projects and implementations that utilize healthcare interoperability standards (e.g., HL7/FHIR, CDA, IHE, X12).
• Advise on technical design best practices for healthcare interfaces to ensure health of all functionality transitioned to the Support Team.
• Assist in authoring RCA, technical design remediation and specification of documents for internal and external audiences.
• Deliver level of effort estimates, assumptions and risks associated with implementing new/upgraded technical solutions or reported issues/defects that leverage healthcare interoperability standards.
• Research and design technical implementation solutions that utilize SAS software, with thorough consideration of “best in breed” technologies.
• Provide Intersystems HSPI Support with a focus on improving Data Quality and addressing historical issues.
• Stay current on industry activities related to interoperability standards and the tools/software used to support these standards. 
• Understand the ISC general data structure to assist in creating needed customer/management reports and analytics using SAS tools
• Participate in product and solution training to acquire and maintain a detailed level of product knowledge of core components of SAS offerings.
• Provide rotational, Level-2 for Frontline HelpDesk Team and on-call support for Severity Level 1/0 Issues (afterhours and holidays)
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Additional Responsibilities: 

• Ability to communicate with people of various technical and business backgrounds
• Ability to engage with customers to identify business problems and requirements
• Deep knowledge of current issues and trends within healthcare interoperability, specifically in the context of Health Information Exchange
• Exposure to SAS products
• Ability to relate current industry issues and trends to SAS offerings
• Excellent written, verbal, and interpersonal communication skills
• Strong problem-solving skills
• Easy to work with, prefer a team environment (sometimes matrixed). 
• Execute on and own certain functions directly, while also recognizing the importance of serving as a technical subject matter expert in a supportive role.
• Serve as a technical resource for, scaling, maintaining, and managing the Intersystems Healthshare platform and related integrations a plus

Required qualifications

• Bachelor's degree preferably in Computer Science, or related field
• At least 5 years of experience supporting and maintaining healthcare interfaces that utilize interoperability standards (e.g., HL7/FHIR, CDA, IHE, X12)
• Knowledge of software deployment tools and products in a healthcare setting
• Knowledge of the Intersystems technology stack, i.e., Healthshare, Ensemble, HSPI in a Healthcare environment
• Gathering technical requirements and presenting technical information to broad teams, leadership, and non-technical audiences which may include healthcare executives and care providers
• Technical writing skills and experience creating technical specification documents for distribution externally
• Laser focused ability to problem solve as well as resolve issues in a timely or iterative way to ensure customer/participant impact is at an absolute minimum.
• Willingness and eagerness to grow into new areas of healthcare services and support as needed (e.g., population health, healthcare analytics, receipts based HIE business model, broadened exchange capabilities, new technologies to improve current offerings, etc.)
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Collaborating: Working cooperatively with others to help a team or work group achieve its goals
• Communication: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others
• Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how detailed; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time

World-class benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include:
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Tuition Assistance Program and programs and resources to support your development
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.