<p>Location: Philadelphia, Pennsylvania</p><br/><p>Employment Type: Full-time</p><br/><p>Team: Data Operations</p><br/><div><b style="font-size: 18px">How you will help&nbsp;</b></div><div><span style="font-size: 16px">As a Customer Support Engineer, you will assist our customers with technical issues, inquiries, and concerns related to all of HealthVerity’s products or services with a primary focus on RWD. You will play a critical role in ensuring customer satisfaction by providing timely and effective resolutions to problems. Customer support engineers possess a deep understanding of the product or service they support, enabling them to troubleshoot issues, offer guidance on usage, and provide solutions tailored to the customer's needs. You will interpret customer issues and own triage through creative problem solving to initiate tier one support and enhance the customer experience through timely remediation. You will serve a vital role in maintaining strong customer relationships and fostering loyalty to the brand or company they represent.</span></div><div><br></div><div><b style="font-size: 18px">What you will do</b></div><div><span style="font-size: 16px">Serve as the first line of support and point of contact for HealthVerity’s customers.Own customer-specific production projects.</span></div><div><span style="font-size: 16px">Work cross-functionally with the DI&amp;A, Delivery, and Data Operations groups to interpret our client deliverables. </span></div><div><span style="font-size: 16px">Develop a deep understanding of HealthVerity’s healthcare data assets.</span></div><div><span style="font-size: 16px">Triage common RWD questions through contract review, validation of delivery specifications, internal data investigation, and external query logic assessment. </span></div><div><span style="font-size: 16px">Remediate and/or initiate remediation procedures for customer issues.</span></div><div><span style="font-size: 16px">Create a knowledge repository of data issues inclusive of use cases, triage steps, and resolution scenarios.</span></div><div><span style="font-size: 16px">Develop client-facing documentation for common data questions and answers.</span></div><div><br></div><div><b style="font-size: 18px">How success is defined</b></div><div><span style="font-size: 16px">Mean time to response</span></div><div><span style="font-size: 16px">Mean time to resolution for customer requests</span></div><div><span style="font-size: 16px">First time right resolution rateCustomer engagement/retention scores</span></div><div><span style="font-size: 16px">Cross-functional team engagement and escalation clarity</span></div><div><br></div><div><b style="font-size: 18px">Required skills and experience</b></div><div><span style="font-size: 16px">4+ years’ experience in the data industry, preferably in a big data environments</span></div><div><span style="font-size: 16px">Proficient in programming against large data assets with a working knowledge of SQL</span></div><div><span style="font-size: 16px">Ability to gather requirements, test strategies, design deliverables</span></div><div><span style="font-size: 16px">Proven analytical, evaluative, and problem-solving abilities</span></div><div><span style="font-size: 16px">Extensive experience working in a team-oriented, collaborative environment</span></div><div><br></div><div><b style="font-size: 18px">Desired skills and experience</b></div><div><span style="font-size: 16px">BS degree in math, statistics, or a healthcare related field&nbsp;Knowledgeable in Python.</span></div><div><span style="font-size: 16px">Base salary for the role is commensurate with experience and can range between $75,000 - 115,000 + annual bonus opportunity.</span></div><div><br></div><div><b style="font-size: 18px">Hiring Locations</b></div><div><span style="font-size: 11pt">Our strong preference is to hire team members in the Philadelphia area whenever possible. </span><span style="font-size: 14.6667px">Expansion beyond Philadelphia will occur when necessary with travel to our Philadelphia headquarters as required. Remote work is supported from our key hub locations listed</span><span style="font-size: 11pt"> below as well as approved states in the Eastern Time Zone.</span></div><div><br></div><div><span style="font-size: 16px">•&nbsp;</span><span style="font-size: 11pt">Boston, Massachusetts</span></div><div><span style="font-size: 16px">•&nbsp;</span><span style="font-size: 11pt">New York City, New York</span></div><div><span style="font-size: 16px">•&nbsp;</span><span style="font-size: 11pt">Baltimore, Maryland</span></div><div><span style="font-size: 16px">•&nbsp;</span><span style="font-size: 11pt">Washington D.C</span></div><div><span style="font-size: 16px">•&nbsp;</span><span style="font-size: 11pt">Charlotte, North Carolina</span></div><div><span style="font-size: 16px">•&nbsp;</span>Raleigh-Durham, North Carolina</div><div><span style="font-size: 16px">•&nbsp;</span><span style="font-size: 11pt">Atlanta, Georgia</span></div><div><br></div><div><span style="font-size: 11pt">Approved States in the Eastern Time Zone: CT, DE, FL, GA, IN, MA, MD, MI NC, NJ, NY, OH, PA, RI, TN, and VA.</span></div><div><br></div><div><b style="font-size: 18px">About HealthVerity</b></div><div><span style="font-size: 14.6667px">HealthVerity synchronizes transformational technologies with the nation’s largest healthcare and consumer data ecosystem to power previously unattainable outcomes and fundamentally advance the science. We offer a comprehensive, yet flexible approach, based on the foundational elements of Identity, Privacy, Governance and Exchange (IPGE), that synchronizes unparalleled Identity management with built-in Privacy compliance and Governance, providing the ability to discover and Exchange a near limitless combination of data at a record pace. Together with our partners in life sciences, government and insurance, we are Synchronizing the Science. To learn more about HealthVerity, visit </span><a href="http://healthverity.com/" style="font-size: 14.6667px" class="postings-link">healthverity.com</a><span style="font-size: 14.6667px">.</span></div><div><br></div><div><b style="font-size: 18px">Why you'll love working here</b></div><div><br></div><div><b>We are making a difference </b>– Our technology is at the forefront of some of the biggest healthcare challenges in the world.&nbsp;</div><div><b>We are one team</b> – Our people define our culture and always will. We take time out to celebrate each other at the end of every week through company-wide shout outs, and acknowledge the value that each of us adds towards our greater mission. Come share all you have to offer.</div><div><b>We are learners</b> – Every team member is continually learning, no matter if we've been in a role for one year or much longer. We are committed to learning and implementing what is best for our clients, partners, and each other.</div><div><br></div><div><b style="font-size: 18px">Benefits &amp; Perks</b></div><div>•&nbsp;Compensation: competitive base salary &amp; annual bonus opportunity (for non-commissioned roles)</div><div>•&nbsp;Benefits: comprehensive benefits with coverage on Day 1, medical, dental, vision, 401k, stock options</div><div>•&nbsp;Flexible location: our HQ is in Philadelphia. We offer both hybrid roles and those with quarterly travel. </div><div>•&nbsp;Generous PTO: Take time off as needed, targeted at 4 weeks per year, including vacation, personal and sick time, plus paid maternity and paternity leave.</div><div>•&nbsp;Comprehensive and individualized onboarding: mentorship program, departmental talks, and a library of resources are available beginning day 1 for each new team member to minimize the stress of starting a new job</div><div>•&nbsp;Professional development: biweekly 1:1s, hands-on leadership that is goal-and growth-oriented for each team member, and an annual budget to support professional development pursuits</div><div><br></div><div>HealthVerity is an equal opportunity employer devoted to inclusion in the workplace. We believe incorporating different ideas, perspectives and backgrounds make us stronger and encourages an environment where ageism, racism, sexism, ableism, homophobia, transphobia or any other form of discrimination are not tolerated. All qualified&nbsp;job&nbsp;applicants will be given consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.&nbsp;At HealthVerity, we’re working towards an innovative and connected future for healthcare data and believe the future is better together. We can only do that if everyone has a seat at the table. <a href="https://info.healthverity.com/hubfs/EIDC%20statement%20(6_2021).pdf" class="postings-link">Read our Equity Inclusion and Diversity Statement</a>.</div><div><br></div><div>If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to <a href="mailto:careers@healthverity.com" class="postings-link">careers@healthverity.com</a></div><div><br></div><div>Remote opportunities are not available in all areas and require team members to work from a fixed location due to tax and labor law implications - specific questions about remote positions can be discussed during the interview process with your recruiter. </div>

Location: Philadelphia, Pennsylvania

  

Employment Type: Full-time

  

Team: Data Operations

  

 **How you will help  **

As a Customer Support Engineer, you will assist our customers with technical
issues, inquiries, and concerns related to all of HealthVerity’s products or
services with a primary focus on RWD. You will play a critical role in
ensuring customer satisfaction by providing timely and effective resolutions
to problems. Customer support engineers possess a deep understanding of the
product or service they support, enabling them to troubleshoot issues, offer
guidance on usage, and provide solutions tailored to the customer's needs. You
will interpret customer issues and own triage through creative problem solving
to initiate tier one support and enhance the customer experience through
timely remediation. You will serve a vital role in maintaining strong customer
relationships and fostering loyalty to the brand or company they represent.

  

 **What you will do**

Serve as the first line of support and point of contact for HealthVerity’s
customers.Own customer-specific production projects.

Work cross-functionally with the DI&A, Delivery, and Data Operations groups to
interpret our client deliverables.

Develop a deep understanding of HealthVerity’s healthcare data assets.

Triage common RWD questions through contract review, validation of delivery
specifications, internal data investigation, and external query logic
assessment.

Remediate and/or initiate remediation procedures for customer issues.

Create a knowledge repository of data issues inclusive of use cases, triage
steps, and resolution scenarios.

Develop client-facing documentation for common data questions and answers.

  

 **How success is defined**

Mean time to response

Mean time to resolution for customer requests

First time right resolution rateCustomer engagement/retention scores

Cross-functional team engagement and escalation clarity

  

 **Required skills and experience**

4+ years’ experience in the data industry, preferably in a big data
environments

Proficient in programming against large data assets with a working knowledge
of SQL

Ability to gather requirements, test strategies, design deliverables

Proven analytical, evaluative, and problem-solving abilities

Extensive experience working in a team-oriented, collaborative environment

  

 **Desired skills and experience**

BS degree in math, statistics, or a healthcare related field Knowledgeable in
Python.

Base salary for the role is commensurate with experience and can range between
$75,000 - 115,000 + annual bonus opportunity.

  

 **Hiring Locations**

Our strong preference is to hire team members in the Philadelphia area
whenever possible. Expansion beyond Philadelphia will occur when necessary
with travel to our Philadelphia headquarters as required. Remote work is
supported from our key hub locations listed below as well as approved states
in the Eastern Time Zone.

  

• Boston, Massachusetts

• New York City, New York

• Baltimore, Maryland

• Washington D.C

• Charlotte, North Carolina

• Raleigh-Durham, North Carolina

• Atlanta, Georgia

  

Approved States in the Eastern Time Zone: CT, DE, FL, GA, IN, MA, MD, MI NC,
NJ, NY, OH, PA, RI, TN, and VA.

  

 **About HealthVerity**

HealthVerity synchronizes transformational technologies with the nation’s
largest healthcare and consumer data ecosystem to power previously
unattainable outcomes and fundamentally advance the science. We offer a
comprehensive, yet flexible approach, based on the foundational elements of
Identity, Privacy, Governance and Exchange (IPGE), that synchronizes
unparalleled Identity management with built-in Privacy compliance and
Governance, providing the ability to discover and Exchange a near limitless
combination of data at a record pace. Together with our partners in life
sciences, government and insurance, we are Synchronizing the Science. To learn
more about HealthVerity, visit [healthverity.com](http://healthverity.com/).

  

 **Why you'll love working here**

  

 **We are making a difference** – Our technology is at the forefront of some
of the biggest healthcare challenges in the world.

 **We are one team** – Our people define our culture and always will. We take
time out to celebrate each other at the end of every week through company-wide
shout outs, and acknowledge the value that each of us adds towards our greater
mission. Come share all you have to offer.

 **We are learners** – Every team member is continually learning, no matter if
we've been in a role for one year or much longer. We are committed to learning
and implementing what is best for our clients, partners, and each other.

  

 **Benefits & Perks**

• Compensation: competitive base salary & annual bonus opportunity (for non-
commissioned roles)

• Benefits: comprehensive benefits with coverage on Day 1, medical, dental,
vision, 401k, stock options

• Flexible location: our HQ is in Philadelphia. We offer both hybrid roles and
those with quarterly travel.

• Generous PTO: Take time off as needed, targeted at 4 weeks per year,
including vacation, personal and sick time, plus paid maternity and paternity
leave.

• Comprehensive and individualized onboarding: mentorship program,
departmental talks, and a library of resources are available beginning day 1
for each new team member to minimize the stress of starting a new job

• Professional development: biweekly 1:1s, hands-on leadership that is goal-
and growth-oriented for each team member, and an annual budget to support
professional development pursuits

  

HealthVerity is an equal opportunity employer devoted to inclusion in the
workplace. We believe incorporating different ideas, perspectives and
backgrounds make us stronger and encourages an environment where ageism,
racism, sexism, ableism, homophobia, transphobia or any other form of
discrimination are not tolerated. All qualified job applicants will be given
consideration for employment without regard to race, color, religion, sex,
sexual orientation, gender identity, national origin, protected veteran
status, or on the basis of disability. At HealthVerity, we’re working towards
an innovative and connected future for healthcare data and believe the future
is better together. We can only do that if everyone has a seat at the table.
[Read our Equity Inclusion and Diversity
Statement](https://info.healthverity.com/hubfs/EIDC%20statement%20$6_2021$.pdf).

  

If you require a reasonable accommodation in completing this application,
interviewing, completing any pre-employment testing, or otherwise
participating in the employee selection process, please direct your inquiries
to [careers@healthverity.com](mailto:careers@healthverity.com)

  

Remote opportunities are not available in all areas and require team members
to work from a fixed location due to tax and labor law implications - specific
questions about remote positions can be discussed during the interview process
with your recruiter.

