Technical Support Engineer (Rural Health Transformation)- Hybrid/Remote Cary, North Carolina

About the job

The Rural Health Transformation Technical Support Engineer provides technical support to rural healthcare organizations, their Electronic Health Record (EHR) vendors, and SAS delivery and interface development teams who integrate with a large state-wide Health Information Exchange (HIE).

This role provides a layer between the healthcare organization and the integration delivery team that allows for continued technical integration support and issue remediation throughout the life cycle. The role also acts as an accelerator for internal and external teams, ensuring effective HIE participation for organizations with varying levels of technical maturity. 

As a Technical Support Engineer, you will:

• Serve as a technical support partner to both internal SAS interface teams and external EHR/vendor developers, proactively removing blockers and minimizing troubleshooting overhead so development efforts remain focused and efficient.
• Provide direct technical support throughout the engagement lifecycle, acting as the primary triage and resolution point of contact for issues that would otherwise impact developer productivity, including:
  • Initial technical readiness assessments
  • Connectivity and interface troubleshooting
  • Guidance on data mapping, message structure, and transport configuration
  • On-going issues with data completeness or accuracy
  • Resolving interface disruptions
• Act as a buffer for interface development, streamlining communication, pre-validating issues, and reducing rework for both SAS and EHR development teams.
• Deliver actionable remediation recommendations aligned with HIE requirements, enabling teams to implement fixes without requiring direct developer intervention where feasible.
• Support validation, remediation, and re‑testing activities to restore compliant and reliable data exchange when post‑onboarding issues are discovered.
• Diagnose root causes of recurring or newly emerging data quality issues.
• Deliver actionable remediation recommendations aligned with technical requirements and best practices.
• Develop, maintain, and enhance technical documentation for common configurations, troubleshooting steps, and best practices.
• Participate in technical workgroups, advisory committees, or governance forums as appropriate, providing subject matter expertise related to onboarding, data quality, and post‑onboarding engagement.
• Support issue tracking, prioritization, and escalation management, ensuring only complex or code-level issues are routed to development team.
• Work effectively in a cross-functional team environment to support large scale data exchange programs used by thousands of provider organizations in North Carolina.
• 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.

Required qualifications

• Bachelor's degree or higher in Computer Science, Information Systems, Health Informatics, or related field.
• 5+ years of experience supporting clinical data interoperability through use of healthcare industry standards (e.g., HL7, X12, etc.)
• 5+ years of experience developing and maintaining solutions using Intersystems HealthShare products and/or other interoperability software, e.g. Orion, Health Catalyst
• Knowledge of electronic medical record (EMR) systems, interoperability software and standards related to clinical data, with a particular emphasis on inbound data transforms (from HL7 v2 and CCDA) as well as support of HL7 FHIR.
• Excellent written and verbal communication skills, with experience working directly with providers and external vendors.
• Ability to be concise, independent and provide defensible decisions in writing.
• Ability to travel as business needs require.

Preferred Qualifications:

• Experience with EMR clinical workflows and how data from other systems can be integrated with those workflows.
• Experience working with rural and/or small, independent healthcare organizations.
• Understanding of current and future State and U.S. Health Information Technology (HIT) Policy, Standards and Legislative Agendas from ONC/ASTP (including USCDI standards), HHS, etc.
• Work location in Cary, NC strongly preferred; Hybrid work environment available (3 days in office)

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.

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.

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