Customer Support Services Engineer, I/DD

Sandata Technologies, now part of HHAeXchange, is the pioneering force in home and community-based care, consistently leading the way with innovative technology solutions.  The Sandata software solution has been implemented by thousands of homecare and I/DD agencies nationwide, is leveraged by national MCOs, and has been selected by numerous state Medicaid agencies to ensure their compliance with the federal mandate to implement Electronic Visit Verification (EVV). 
Sandata Technologies, an HHAeXchange company, is hiring a Customer Support Services Engineer, I/DD.  This position is responsible for assisting our customers advanced challenges, troubleshoot, and implement solutions, collaborate with development and engineering teams on resolutions, and has direct impact in overall customer satisfaction (internal and external). 
 The ideal candidate has a passion for troubleshooting and resolving complex issues, can effectively balance rapidly changing and competing agendas, and has exceptional communication and interpersonal skills. This role helps to bridge the gap between our customers, frontline technical support staff, and our product/development teams. This is a customer-facing role that requires cross-functional collaboration with our Product Development, Engineering, Customer Support, Sales, and Customer Success teams. 
Click here to learn more about how HHAeXchange and Sandata are deeply committed to addressing critical challenges in the sector by expertly connecting the homecare ecosystem.
Candidates located in the Minneapolis, New York City, or Washington, D.C. Metro areas are highly preferred and will be required to work onsite two days per week as part of a hybrid work model.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Troubleshoot and resolve complex issues with high level data analysis  
• Deliver high quality service to external and internal clients 
• Meet or exceed production standards and customer SLA’s 
• Follow established standards with queue and ticket management 
• Identify common issues/determine root cause, provide resolution, and seek continuous improvement 
• Contribute to product development, sharing insights from technical issues of previous products/deployments 
• Effectively communicate with peers and all levels of management 
• Provide customer updates, including direct communication with the customer, to explain the issue and identified resolution. Clearly and concisely address customer questions and follow up items. 
• Develop and maintain expert-level technical knowledge of Sandata’s suite of products. 
• Work within the broader Customer Operations team to provide the knowledge, resources, and customer advocacy that enable other teams to deliver customer value via support channels, training, documentation, or product/feature feedback to development. 
• Build trust and provide partnership with accounts’ key stakeholders. 
• Lead user facing operational meetings, both through video chat and occasionally in-person. 
• Work cross-functionally, both internally and within your user’s organizations, to provide guidance and implement technical software solutions. 
• Create and maintain internal documentation, including but not limited to playbooks, operational slide decks, analytical reporting, and customer relationship artifacts.  
• Create customer-facing technical documentation, including but not limited to training materials, technical specifications, change requests, help articles, root cause analyses, visual diagrams, and presentations. 

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel 0-10%, including overnight travel.

Required Education, Experience, Certifications, And Skills

• 3+ years’ experience in a Tier 2-Tier 3 technology support role. Application/product support preferred (not hardware). 
• Previous experience troubleshooting complex technical issues, root cause analysis and resolution. 
• Previous experience in a customer service focused role, being able to think and respond quickly to customer questions (and handling customer questions via phone meeting). 


• Working knowledge of RDBMS concepts; ability to read and understand the data model.
• Demonstrated working knowledge/experience with SQL to include schemas, ability to read and understand data models, and write/update/run SQL queries. 
• Experience and background in programming languages (.NET, Java).
• Experience with system administration including OS and IIS.
• Experience troubleshooting browsers (IE, Firefox, Chrome, etc.) 
• Certification in relevant IT products/technologies such as Microsoft SQL Server, Oracle, AWS, and similar. 


• Ability to analyze and problem solve.
• Highly effective written and verbal communication/interpersonal skills to establish working relationships and communicate effectively with customers regarding issue resolution.
• Strong organizational skills in managing multiple and changing priorities.
• Problem solving and configuration skills.
• Ability to adjust and implement change.


• Healthcare knowledge preferred (e.g., healthcare software, home healthcare). 
• Bachelor’s Degree in Computer Science, Information Technology or similar preferred. 
• Zendesk and Jira knowledge a plus.

The base salary range for this US-based, full-time, and exempt position is $75,000 - $85,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.  This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.
HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.