Sr. Technical Customer Support Engineer

About VIMO 
  
Vimo® started as the “Expedia” of health insurance and has evolved into a leader in transforming government IT infrastructure with its proven SaaS and AI technology. Our innovative approach to health insurance shopping and enrollment has expanded beyond exchanges, and we are now reinventing how states administer safety net programs such as Medicaid, SNAP (food stamps), child care, and unemployment insurance. With our cutting-edge technology, we are helping agencies serve more people, faster, and transforming healthcare service delivery as we know it. 

We are looking for Sr. Technical Support Engineer to join our VIMO team.   

About the Role 

We are seeking a Senior Technical Support Engineer to support a Medicaid SaaS platform with a focus on MAGI Medicaid eligibility and enrollment workflows. This role is responsible for triaging and resolving technical issues across the application, database, and integrations, while applying working MAGI Medicaid knowledge towards problem resolution. 
This is a hands-on, customer-facing role that requires Medicaid domain understanding. This role acts as an escalation point within the internal teams. 

Responsibilities 

• Troubleshooting and resolving technical issues in a SaaS environment, including application behavior, databases, integrations, and APIs 

• Managing and prioritizing multiple tickets in a production support environment 

• Taking end-to-end ownership of tickets, including follow-through across teams until resolution 

• Engaging directly with customers to understand symptoms and business impact 

• Identifying when issues are systemic and escalating effectively with clear problem description and impact 

• Contributing to improved resolution process, including triage practices