Position Title: Application Support Engineer
Reports Directly To: Application Support Team Lead
Location: Remote/ Hybrid
Hours Per Week: Full Time
Risk Designation: High

Job Summary
CRISP Shared Services (CSS) serves as the technology partner for health information exchange (HIE) affiliates in Maryland, DC, West Virginia, Connecticut, Alaska, Virginia and other jurisdictions. CSS facilitates the electronic transfer of clinical information between disparate information systems in order to positively impact the healthcare system through improved patient care and outcomes, reduced costs, and data-driven understanding of regional public health concerns.

The Application Support Engineer role on the Application Support Team ensures that all supported systems are functioning as normal, acts as a tier-2 support resource for issues with supported systems, and works with customers to maintain access to and operation of the CSS HIE Portal and CSS API’s. This position will be focused primarily on supporting the systems that manage access and system integrations for the CSS HIE Portal. The candidate will perform tasks critical to maintaining system health and operational excellence. They will work with internal staff to coordinate changes and validate new features related to their assigned system(s).

Essential Duties and Responsibilities
Include the following. Other duties may be assigned.
• Ability to find unique patterns in logs and data to quickly resolve issues
• Proactively find trends to help drive efficiencies and lower defects
• Perform day-to-day operational tasks to maintain healthy system function
• Work with customers and internal teams to troubleshoot API’s and connectivity.
• Review, Define, and Refine technical processes to drive efficiency
• Respond to support requests that are not resolved by CSS’s tier-1 support team
• Work directly with customers to extend CSS services into existing customers.
• Coordinate with vendors and internal resources to ensure operational excellence
• Maintain compliance with privacy & security requirements in accordance with CSS policy
• Train and mentor junior staff members when necessary

Qualifications
To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Understanding of computer science and programming principles
• Ownership of a system or Application along with their interface or API support
• Ability to create and understand technical documentation
• Outstanding communication, organizational and interpersonal skills with both a technical and non-technical audience
• Ability to evaluate and solve complex problems and issues.
• Demonstrates a sense of ownership or responsibility for assigned systems and their uptime
• Provide outstanding customer service focused assistance to all internal and external customers

Experience and/or Education Requirements
• Bachelors or Masters degree required in Computer Science, Information Systems, or a related field
• Experience with Healthcare Integrations (leading delivery of technical integration projects preferred)
• Healthcare IT experience preferred
• Experience with SSO and associated standards (leading delivery of technical integration projects preferred) - OIDC, SAML 2.0, etc.
• Experience with Microsoft Azure – core concepts & logging/monitoring tools
• Experience with Salesforce (Salesforce Administrator Credential preferred)
• Salesforce Administrator Credential acquired within first 6 months
• Experience with Databricks & Azure Data Factory (ADF)
• Intermediate/Advanced KQL fluency
• Intermediate/Advanced Python fluency
• Intermediate/Advanced SQL/SOQL fluency (experience crafting complex statements required)
• Experience interacting with and troubleshooting API’s
• Familiarity with Networking Principles
• Experience with Microsoft Office, especially Excel