Application Support Engineer

Exemption Status:

United States of America (Non-Exempt)

$31.48 - $42.50 - $53.52

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description

Summary

The Application Support Engineer provides advanced technical support for Aspen RxHealth platforms and internal teams. This role focuses on Tier 2–Tier 3 issue resolution, including in-depth troubleshooting, problem reproduction, and data investigation using SQL and other diagnostic tools. The engineer collaborates closely with Development, QA, and Product teams to identify root causes, define corrective actions, and ensure timely resolution of incidents and service requests. Responsibilities include monitoring system performance, managing incident queues, maintaining issue documentation, and contributing to continuous process improvement. The position supports all aspects of the project life cycle through ITIL-based incident, problem, and change management practices. The engineer relies on technical expertise, analytical skills, and detailed knowledge of proprietary software to diagnose complex application issues, validate fixes, and contribute to the design and stability of Aspen RxHealth systems.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Applications Support

• Leverages advanced technical and analytical skills to investigate, troubleshoot, and reproduce complex application issues escalated from Tier 1 support.
• Performs deep-dive data analysis and validation using SQL and other diagnostic tools to identify patterns, inconsistencies, and potential root causes.
• Collaborates closely with Development, QA, and Product teams to communicate findings, document reproducible steps, and define clear action items for resolution.
• Maintains detailed, up-to-date records of issue investigations, ensuring visibility of progress, impact, and resolution status to stakeholders and management.
• Develops and maintains reference materials, knowledge base articles, and troubleshooting guides to improve team efficiency and future issue resolution.
• Proactively identifies recurring issues, system inefficiencies, or process gaps, and works cross-functionally to recommend and implement improvements.
• Provides mentorship and guidance to Tier 1/Tier 2 team members, assisting with advanced troubleshooting techniques and best practices.
• Participates in on-call rotations and high-severity incident response, ensuring timely escalation and effective communication across support and development teams.

System Monitoring & Performance Management

• Monitors application and system performance through logs, dashboards, alerts, and automated monitoring tools to detect anomalies and emerging issues.
• Identifies trends, recurring errors, capacity concerns, and performance degradation across Aspen RxHealth platforms and brings forward recommendations to prevent incidents proactively.
• Partners with Development, DevOps/Infrastructure, and Product teams to validate system health, evaluate service stability, and ensure alignment with SLAs and operational expectations.
• Conducts routine health checks, audits, and data integrity validations to ensure system accuracy, availability, and reliability.
• Assists in defining monitoring thresholds, alerting rules, and operational runbooks to improve early detection and response to system issues.
• Documents findings from monitoring activities and communicates risks, system gaps, and optimization opportunities to leadership and cross-functional teams.
• Contributes to continuous improvement initiatives focused on enhancing system resilience, scalability, and long-term platform stability.

Supervisory Responsibilities        

No supervisory responsibilities

                                               

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

AA and 4+ years’ experience or equivalent combination of education and experience

Computer Skills

• Application Support & Troubleshooting Tools: Experience with log analysis tools, monitoring platforms, debugging utilities, and incident management systems.
• SQL & Databases: Strong proficiency with Microsoft SQL Server (T-SQL) and PostgreSQL for querying, data validation, analysis, and troubleshooting within relational database environments.
• Monitoring & Observability: Working knowledge of system monitoring and alerting tools (e.g., Azure Monitor, CloudWatch, Kibana, Grafana, or similar platforms).
• Web Application Diagnostics: Understanding of web application fundamentals, including reviewing network calls in browser developer tools, inspecting JSON payloads, analyzing API requests/responses, and recognizing common HTTP status codes and error patterns.
• Business & Productivity Tools: High proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook) for documentation, analysis, communication, and process mapping.
• Collaboration & Workflow Tools: Familiarity with systems such as Salesforce, Jira, SharePoint, Confluence, or equivalent platforms used for ticketing, documentation, and workflow management.
• Version Control & Deployment Awareness: Basic understanding of source control systems (e.g., Git) and SDLC concepts to collaborate effectively with Development and QA teams.

Certificates, Licenses, Registrations

ITIL 4 Foundation or ITIL Managing Professional are strongly preferred.

Other Skills and Abilities

• Strong analytical and problem-solving skills with the ability to investigate complex technical issues, interpret data, and identify root causes.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders clearly and professionally.
• Ability to manage a high volume of work, prioritize effectively, and adapt to changing business needs in a fast-paced environment.
• High attention to detail, accuracy, and follow-through in documentation, investigation notes, and communication.
• Demonstrated ability to work both independently and collaboratively across cross-functional teams (Support, Development, QA, Product, Infrastructure).
• Strong sense of ownership and accountability for issue resolution and system stability.
• Ability to lead small workgroups, coordinate service requests, and drive incidents or problems to closure.
• Experience gathering business requirements, interpreting user needs, and translating them into actionable technical insight.
• Demonstrates reliability, professionalism, and adherence to corporate policies, standards, and workplace expectations.

Reasoning Ability

                                   

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

     

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 

      

• Ability to write reports, business correspondence, and procedure manuals. 

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

Composure

Decision Quality

Organizational Agility

Problem Solving

Customer Focus

Drive for Results

Peer Relations

Time Management

Dealing with Ambiguity

Learning on the Fly

Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position works on-site at the San Diego Headquarters or other company location (or from a remote location with management approval based on business requirements). Must provide adequate support to internal clients; be available for regular interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as be available to facilitate effective decisions through collaboration with stakeholders.

This is a full-time non-exempt position requiring one to be able to work overtime from time to time in order to get the job done.  Therefore, one must have the ability to work nights, weekends or on holidays as required.  This may be changed at any time to meet the needs of the business.  The typical working hours for this position are Monday through Friday from 8:00am to 5:00pm.

Travel

This position requires domestic travel of up to 10% of the time. 

The Perks:

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• Incentive Compensation
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego,
California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

Equal Opportunity Employer, Male/Female/Disabilities/Veterans

OSHA/ADA:

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

The above
statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.