R&D Support Engineer - Technology R&D at Signant Health

• The R&D Support Engineer provides excellent internal customer service and resolves infrastructure and application incidents from production and pre-production environments which are escalated to R&D.

As part of our team, your main responsibilities will be to: 

• Investigates and resolves infrastructure and application incidents from production and pre-production environments which are escalated to R&D.
• Collaborates with Product Management, Operations teams and R&D teams to ensure high quality support services for internal customers.
• Assists, manages and triages incidents and service requests for R&D support.
• Determines root cause of issues.
• Verifies that all necessary requirements, incident details, sample data, and other supporting information is provided with each incident or service request submitted.
• Possesses or quickly gains detailed knowledge of the company’s products to effectively document and support the products.
• Tracks progress of R&D support tickets with a focus on meeting delivery deadlines.
• Collaborates with R&D teams for ensuring the appropriate resources are engaged for timely action and proper traction.
• Communicates proactively request status to internal customers.
• Provides data and reporting R&D support tickets status as needed.

DECISION MAKING AND INFLUENCE

• Helps to manage overall prioritizations between production incidents/problems, releases, and new products implementation.
• Helps to develop and implement the overall management process for the incident management.
• Advises management on situations that may require additional support or escalation.
• Follows up with internal customers to identify areas of improvement.
• Other responsibilities will be assigned as required.

You’ll need to bring: 

• Bachelor’s Degree in software engineering or computer science required. Master’s Degree is a plus.
• Minimum of four years’ experience in a software development environment.
• Strong experience working directly with customers.
• Basic knowledge of web services and API.
• Understanding of SQL language.
• Basic knowledge of scripting languages (Perl, Shell).
• Good understanding of computer systems, mobile devices and other tech products.
• Strong analytical and organizational skills.
• Problem-solving attitude and motivation to achieve the company’s goals and objectives.
• Ability to learn quickly and adapt to change.
• Strong and collaborative work ethic, team-orientedperson with a “can do” attitude, high integrity and critical thinker.
• Strong communication and interpersonal skills.
• Must be ableto deal effectivelywith all levels of the organization.
• Ability to communicate technical issues to non-technical business colleagues.
• Passion and demonstrated ability for continuous process improvement.
• Excellent decision making.

Desirable:

• Experience working in an Agile Development environment