Senior Support Engineer

Lyric is an AI-first, platform-based healthcare technology company, committed to simplifying the business of care by preventing inaccurate payments and reducing overall waste in the healthcare ecosystem, enabling more efficient use of resources to reduce the cost of care for payers, providers, and patients. Lyric, formerly ClaimsXten, is a market leader with 35 years of pre-pay editing expertise, dedicated teams, and top technology. Lyric is proud to be recognized as 2025 Best in KLAS for Pre-Payment Accuracy and Integrity and is HI-TRUST and SOC2 certified, and a recipient of the 2025 CandE Award for Candidate Experience. Interested in shaping the future of healthcare with AI? Explore opportunities at lyric.ai/careers and drive innovation with #YouToThePowerOfAI.

Applicants must already be legally authorized to work in the U.S.  Visa sponsorship/sponsorship assumption and other immigration support are not available for this position.

The Senior Support Engineer who provides advanced application support for mission-critical healthcare systems while contributing directly to the product through ongoing front-end and back-end development work. This role operates at the intersection of Support and Engineering: diagnosing complex issues, implementing targeted fixes, and delivering code-level enhancements that improve product stability and customer experience. As our client base grows, this position plays a key role in scaling support operations and accelerating product improvements.

Core Responsibilities

• Act as Level 2 / Level 3 support for production applications, analyzing logs, debugging issues, and performing detailed SQL investigations.

• Reproduce and isolate defects in dev/test environments and identify root causes.

• Implement small-to-medium-scoped development tasks on the front-end or back-end, including bug fixes, quality-of-life improvements, and minor features.

• Collaborate with engineering teams to ensure code contributions align with architecture standards and release processes.

• Participate in sprint cycles when assigned development work, including code reviews and test validation.

• Document troubleshooting steps, verified resolutions, and code changes to support operational knowledge sharing.

• Identify recurring patterns in support tickets and propose engineering improvements to reduce future workload.

• Work cross-functionally with product, engineering, QA, and offshore teams to deliver high-quality outcomes.

• Key Performance Outcomes

• Faster issue resolution due to direct engineering involvement.

• Reduced backlog of small enhancements and bug fixes.

• Increased product stability and reduced volume of recurring support cases.

• Improved client satisfaction through accurate diagnosis and effective remediation.

• Stronger alignment between Support and Engineering as the client base grows

Required Qualifications:

• Experience in healthcare, claims processing, or Payment Integrity environments.

• 5–8 years of experience in application support, software development, or a hybrid support/engineering role.

• Hands-on development experience in front-end (Angular) or back-end (.NET Core/C# ) environments.

• Solid understanding of Microsoft Sql Server, T-SQL, stored procedures, data models, and troubleshooting RDBMS database-related issues.

• Experience with development in Azure (Serverless, Logic Apps, Azure Sql, etc).

• Practical experience debugging web applications and APIs.

       U.S.-based and eligible to support onshore client requirements.

Preferred Qualifications

• Experience contributing to live production codebases with established CI/CD pipelines.

• Exposure to observability tools or structured logging frameworks.

• Hands on full-stack development experience in Angular 15+ and DotNet Core Web API stack with Sql Server database development experience.

***The US base salary range for this full-time position is:

The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. Please note that the compensation details listed in US role postings reflect the base salary only, and does not reflect the value of the total rewards compensation. ***

Lyric is an Equal Opportunity Employer that strives to create an inclusive environment, empower employees and embrace collaborative success.