Production Support Engineer in Remote at EmpiRx Health, LLC

Who We Are:

EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results.

What We Do:

We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients.

Leveraging our newly launched, AI-powered pharmacy care platform, Clinically™, EmpiRx Health’s pharmacists and client management teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years.

Who We're Looking For:

EmpiRx Health is experiencing unprecedented growth, and we're seeking a highly skilled and experienced Production Support Engineer.

In this critical role, you will be instrumental in triaging production issues primarily caused by eligibility and plan design files not functioning correctly. You will be the first line of support to triage issues, determine root cause and attempt resolution. You will serve as the liaison between our client support team and offshore development resources for issues requiring escalation. In this role, you will help ensure smooth communication, resolve production issues, and drive the delivery of high-quality support solutions. The ideal candidate will have a strong technical background, exceptional communication skills, and the ability to collaborate effectively with remote teams.

What You'll Do:

As a Production Support Engineer, your role will encompass a wide range of responsibilities; including but not limited to:

• Product Support:
  1. Provide technical support for customers, assisting with product-related issues, troubleshooting, and escalations.
  2. Analyze, diagnose, and resolve product issues in a timely and efficient manner.
  3. Document and track support cases in a knowledge management system for future reference.
  4. Work closely with internal teams to provide consistent product feedback and identify improvements.
• Liaison Role:
  1. Act as the primary point of contact between the product support team and offshore development teams.
  2. Collaborate with offshore engineers to communicate technical requirements, bugs, and enhancements.
  3. Ensure alignment of product goals and objectives between onshore and offshore teams.
  4. Provide clear and concise communication of issues, status updates, and timelines between teams.
  5. Translate business and customer requirements into actionable development tasks for offshore teams.
• Issue Management:
  1. Facilitate the escalation process when necessary, ensuring timely resolution of critical issues.
  2. Coordinate testing efforts with offshore teams to validate fixes and product updates.
  3. Review technical documentation and ensure offshore teams follow established guidelines for product development and support.
• Continuous Improvement:
  1. Identify trends in production issues and work with development teams to prevent recurring problems.
  2. Help improve product support workflows and customer experience by providing insights from customer interactions.
  3. Assist in training offshore teams on new product features, updates, or support procedures.
  4. Identify and address gaps in data development and deployment processes to drive efficiency and reliability.

What You Need:

• Minimum 5 years of experience in a related field
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline
• 2+ years of Python experience
• 5+ years of RDBMS experience
• 2+ years of Azure Databricks or ADF
• Familiarity with pharmacy, health insurance, medical and pharmacy claims processing, eligibility structure, and accumulators
• Experience managing TPAs, processing and reporting
• Experience with regulated data controls such as GDPR, HIPAA, PHI, PII, etc.
• An analytical thinker with a knack for problem-solving and debugging
• A flair for working with tools/software, e.g., Databricks, Python, SQL, GIT, DevOps etc.
• Ownership of process
• Strong time management and critical thinking skills
• Excellent written and verbal communication skills
• Demonstrate critical thinking and time-management skills
• Proficiency in troubleshooting and resolving technical issues, both in-person and remotely.
• Experience with support ticket systems, customer relationship management (CRM) software, and documentation tools.
• Familiarity with Agile development methodologies
  
  

Why Join Us:

• EmpiRx Health is on an extraordinary journey where excellence meets innovation.
• We are a collaborative team that encourages groundbreaking ideas, values open dialogue, and prioritizes continuous improvement.
• You will be part of a dynamic team where success is a shared celebration, collaboration fuels progress, and we redefine healthcare together.
• We offer a generous and competitive benefits package.

EmpiRx Health is an Equal Opportunity Employer

EmpiRx Health is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All employment decisions are based on business needs, job requirements, and individual qualifications. We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. EmpiRx Health celebrates diversity and is committed to creating an inclusive environment for all employees.

Your career at EmpiRx Health awaits – join us in shaping the future of excellence in healthcare.