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Application Support Engineer

If you are interested in disrupting the healthcare market, and have the passion and competence to do so, this is your organization. We encourage you to lean in and read on. 
Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to advance their service offerings, operate their businesses more efficiently, and focus on their customers. 
Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace. Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth.   
Alegeus seeks an Application Support Engineer II to join our dedicated, passionate team of professionals. The Application Support Engineer II will report Team Lead, Application Support Engineering and be responsible for helping our company succeed by resolving technical support issues for our business clients. 
To resolve technical support issues for internal and business clients in a timely and efficient manner using technical expertise and product knowledge to assist in resolving higher level technical issues for the company.   
  1. Maintain an average quality assurance score of 90% or above on a weekly basis for working application support tickets 
  2. Hit service-level objective (SLO) of closing 80% of tickets in 5 business days 
  3. Proactively identify incidents and expedite resolution 
  4. Identify enhancement opportunities to promote efficiency 
  5. 100% call back rate on on-call issues 
The desired candidate should have a high aptitude for problem-solving and critical thinking. The candidate will use these skills combined with product knowledge of Alegeus Systems to help solve the more difficult technical issues for the company and its clients. The candidate must be able to handle a fast-paced environment and be able to multitask in the pursuit of resolving company and client cases. 
At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward). Overall performance success will also take into account individual delivery on our corporate values: 
Protect the Family 
Fun & Passionate 
Results Over Activity 
Value One Another 
Customer Focused 
  • Diagnose, troubleshoot, and resolve software application, data transfer, and connectivity issues related to service and product offerings.  
  • Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and providing timely progress updates to customers and account managers.  
  • Work closely with engineering, development, and product management teams on technical escalations and product improvements.  
  • Communicate by translating technical issues to internal and client business contacts. 
  • Document recurring technical issues to support product quality programs.  
  • Create documentation around support processes and issues usable by technical and non-technical users. 
  • Rotating weekly on-call scheduled for high priority issues on nights and weekends. 
  • BA/BS required with specialization in MIS, computer science or equivalent preferred 
  • Experience with end user Technical Support for software applications. 
  • Experience with SQL (MS SQL, Oracle, etc.). 
  • Experienced in CSV/Fixed file format review.