Ascendion is an AI-native software engineering disruptor helping businesses innovate faster, smarter, and with greater impact. We partner with enterprise clients across North America, the UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth.
Learn more at https://ascendion.com/.
Engineering to the Power of AI™, AAVA™, EngineeringAI, Engineering to Elevate Life™, Enterprise PlatformsAI, Data & InsightsAI, ExperienceAI, GCCAI, OperationsAI, Platform EngineeringAI, ProductAI, and Quality EngineeringAIare trademarks or service marks of Ascendion®. AAVA™ is pending registration. Unauthorized use is strictly prohibited.
Ascendion | Engineering to elevate lifeWe have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:
- Build the coolest tech for the world’s leading brands
- Solve complex problems - and learn new skills
- Experience the power of transforming digital engineering for Fortune 500 clients
- Master your craft with leading training programs and hands-on experience
Experience a community of change makers!
Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.
We are seeking a Lead Production Support Engineer with experience in healthcare management systems to join our team. This role will focus on providing technical support and system administration for Facets, Guiding Care, and Claims platforms.
Job TitleLead Production Support - Guiding Care
Key Responsibilities- Provide L3 production support for Healthcare Payer applications.
Support GuidingCare and Facets production environments.- Investigate and resolve production incidents while meeting SLA commitments.
Perform detailed Root Cause Analysis (RCA) and implement preventive measures.- Troubleshoot application, SQL, API, and integration issues.
- Develop automation using Python, PowerShell, or Shell scripting to reduce manual operational effort.
- Work closely with Development, Infrastructure, and Business teams during production incidents.
- Monitor application health and proactively identify potential issues.
- Participate in production releases, deployments, and post-release validation.
- Create and maintain technical documentation, SOPs, and knowledge articles.
- Ensure compliance with HIPAA and healthcare security standards.
- Write complex SQL queries and perform database tasks
- 5-8 years of experience in technical support, system administration, or development related to healthcare management systems
- Experience with .NET technologies (C#, ASP.NET, SQL Server)
- Strong familiarity with databases and writing complex SQL queries
- Experience in system integrations, including REST APIs
- Knowledge of healthcare industry concepts such as Medicare, Medicaid, and insurance terms
- 10+ years of IT experience with 3-5+ years of Healthcare Payer domain experience.
Hands-on experience supporting GuidingCare in a Production Support environment.- Strong functional experience with Facets.
Extensive L3 Production - Support experience with mission-critical healthcare applications.
Strong experience in .NET (C#, ASP.NET) and code-level application troubleshooting.- Strong SQL Server experience with complex SQL queries, stored procedures, query optimization, and database troubleshooting.
Hands-on experience with REST APIs, SOAP Web Services, and system integrations.- Experience with Python, PowerShell, or Shell scripting for production support automation.
Strong experience in Incident Management, Problem Management, Change Management, Root Cause Analysis (RCA), and Major Incident (P1/P2) Support.- Experience supporting Claims Processing, Care Management, Utilization Management, Provider Management, Member Enrollment, and Benefits Administration.
Knowledge of Medicare, Medicaid, HIPAA, and Healthcare EDI transactions (837, 835, 834, 270/271).- Experience with monitoring and support tools such as ServiceNow, Splunk, Dynatrace, Azure Monitor, or Application Insights.
Experience supporting production releases, deployments, application monitoring, and performance troubleshooting.- Strong communication skills with the ability to collaborate across Development, Infrastructure, and Business teams.
100% Remote (EST Hours)
Salary and Other Compensation:The annual salary for this position is between $120,000 - 130,000 annually. Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Benefits:The Company offers the following benefits for this position, subject to applicable eligibility requirements: [medical insurance] [dental insurance] [vision insurance] [401(k) retirement plan] [long-term disability insurance] [short-term disability insurance] [5 personal days accrued each calendar year. The paid time off benefits meet the paid sick and safe time laws that pertains to the City/ State] [10-15 days of paid vacation time] [6 paid holidays and 1 floating holiday per calendar year] [Ascendion Learning Management System]
Want to change the world? Let us know.Tell us about your experiences, education, and ambitions. Bring your knowledge, unique viewpoint, and creativity to the table. Let’s talk!
