What are the responsibilities and job description for the Tier 3 Support Engineer position at WebMD?
WebMD Health Services is part of the WebMD family. We have been designing well-being programs for employers and health plans for over 20 years. Our mission is to empower organizations and their populations to improve well-being through personalized, strategic partnerships.
About the role:
WebMD is looking for an Application Support developer to join our team. The Tier 3 team owns technical support of our products, including ticket processing, issue analysis and resolution, and communication with internal stakeholders on our Tier 2, business, and R&D teams. This position prioritizes issue resolution, but also has the capability to make improvements via code changes and our normal R&D SLDC processes.
Responsibilities:
Manage tickets, following established processes for ticket prioritization, resolution, and communication.
Investigate issues, identify and apply data or code fixes.
Identify recurring issues, document and streamline common fixes.
Potential for code work and fixing bugs in addition to handling customer issues. For larger issues, work with owning teams to prioritize and/or contribute to corrective code.
Be part of our team. Actively collaborate and engage in building and supporting a product that helps employees know their company cares.
Requirements:
Problem-solving, analytical, and software debugging skills across various types of software.
Good data analysis and SQL skills for issue investigations.
Capable with popular coding languages for code and data investigations, including but not limited to: .Net/C#/Aspx, Javascript/HTML, Azure development.
Familiarity with working through application logs to diagnose issues. Application Insights is our primary logging framework, but equivalent frameworks are equally applicable.
Ability to demonstrate our values in an on-going and consistent way
1 years of demonstrated relevant experience
As a member of WebMD Health Services, you may have access to confidential and sensitive information (including Protected Health Information) that will require you to follow additional protocols to ensure the security of our data. As a core requirement, you must implement and act in accordance with the organization's information security policies; protect assets from unauthorized access, disclosure, modification, destruction or interference; execute security processes or activities; and report security events or potential events or other security risks to the appropriate parties within the organization.
Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities