Job Overview
We are seeking a Level 1 Production Support Engineer with a strong foundation in Microsoft technologies and healthcare domain (home health) knowledge to join our dynamic team. This role is responsible for providing first-line production support, triaging and resolving incidents, and ensuring smooth operation of our business-critical healthcare applications.
You will partner closely with business users, technical teams, and external stakeholders to deliver timely resolutions, maintain compliance with healthcare regulations, and ensure exceptional customer satisfaction.
Key Responsibilities
- Serve as the first point of contact for production incidents, service requests, and support tickets from business users.
- Perform first-level triage to identify root causes, resolve issues when possible, and escalate to Level 2 support when needed.
- Collaborate with internal teams (Data Engineering, Application Development, Infrastructure) and external partners (payers, trading partners, healthcare vendors) to ensure timely issue resolution.
- Support and troubleshoot systems built with Microsoft .NET technologies, React, SQL Server, IIS, and Azure cloud technologies.
- Execute SQL queries for data validation, cleanup, and reporting, in close partnership with the Data Engineering team.
- Maintain compliance with HIPAA, CMS regulations, and PHI protection in all support activities.
- Monitor system performance and proactively identify potential issues before they impact business operations.
- Document issue resolutions, processes, and system changes for knowledge base reference.
- Participate in on-call rotations for after-hours support as needed.
- Lead issue resolution calls and bring together individuals across departments to drive timely resolution of production incidents.
Required Qualifications
- U.S. citizenship (required due to production environment access).
- Proven experience in production support leveraging Microsoft technologies in a Healthcare environment.
- Strong working knowledge of:
- Microsoft stack (SQL Server, IIS, Azure cloud services)
- React application troubleshooting
- SQL (queries, data updates, data cleanup
- Deep understanding of healthcare industry regulations and standards, including:
- EDI transactions (X12, 278, 837, etc.)
- HIPAA and CMS compliance
- PHI handling best practices
- Hands-on experience working with payers, trading partners, and healthcare vendors.
- Excellent troubleshooting skills and ability to work through ambiguity.
- Strong communication and customer service mindset.
Preferred Qualifications
- Background in Home Health (highly valued but not required).
- Experience in enterprise-scale healthcare systems support.
- Familiarity with ServiceNow, FreshService, or similar ticketing systems.
Success Measures
- High first-contact resolution rate for production support tickets.
- Positive feedback and satisfaction ratings from business stakeholders.
- Timely escalation and resolution of incidents with minimal business disruption.
- Proactive identification of recurring issues and contribution to long-term fixes.
Join Us
This is an exciting opportunity to work at the intersection of healthcare and technology, where your contributions directly impact patient care. If you’re passionate about solving problems, thrive in a fast-paced environment, and have a deep understanding of both technology and healthcare, we’d love to hear from you.
JOB TYPE: Full-time
LOCATION: Remote, USA
tango provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to 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. tango will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.