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 helps customers succeed on our cloud-based application running on Azure with a SQL server backend and a .NET/C# codebase. This position has ownership of escalated, high-impact issues - reproducing problems, interrogating telemetry and logs, querying databases, and performing disciplined root-cause analysis. This position communicates clearly with customers, coordinates with engineering, and (when appropriate) ships small, safe fixes or automation to reduce repeat incidents.

ESSENTIAL JOB RESPONSIBILITIES

Customer-facing incident ownership (L3 escalation)

• Own escalated cases from intake to resolution: triage, severity assessment, containment, fix/mitigation, and customer updates.
• Translate ambiguous customer symptoms into testable hypotheses and actionable next steps.
• Outcomes: measurable improvements in time-to-mitigation, time-to-resolution, and CSAT on escalated cases.

Deep troubleshooting and root-cause analysis

• Use observability tools to investigate failures and performance regressions (logs, traces, metrics). For Azure-based systems, this commonly involves Azure Monitor / Application Insights / Log Analytics workflows. 
• Debug .NET/C# services (locally and in controlled production scenarios) to identify code, configuration, or dependency causes.
• Outcomes: consistent delivery of high-quality RCA write-ups (what happened, why, customer impact, and prevention plan) and reduced repeat incidents.

SQL Server / data-layer investigation

• Write and optimize T-SQL queries to validate data integrity, reproduce issues, and assess impact.
• Use SQL Server Management Studio (SSMS) daily to inspect schemas, analyze queries, and gather evidence. 
• Outcomes: faster diagnosis of data-related issues; fewer incidents caused by bad data or query regressions.

Production support with strong safety and judgment

• Safely access production systems following runbooks and least-privilege practices; document actions taken and results.
• Identify when escalation to engineering/on-call is required vs. when the issue can be resolved within support.
• Outcomes: correct severity calls, minimal operational risk, clear audit trail.

Engineering partnership and continuous improvement

• File high-signal bug reports (repro steps, logs, impact, suspected commit/component) and collaborate with engineering through to closure.
• For smaller issues, implement low-risk code fixes (e.g., defensive checks, better error handling, logging improvements) and follow PR standards.
• Create/update runbooks and knowledge base articles to shift repeated work left.
• Proactively monitor the health of our environment: identify, escalate, and resolve issues to minimize downtime and incidents.
• Outcomes: reduced backlog of recurring issues; improved self-service and Tier 1/2 deflection.

REQUIRED QUALIFICATIONS

• Minimum of five (5) years in technical support, application support, production operations, SRE-adjacent support, or software engineering with significant on-call/incident responsibility.
• Strong proficiency debugging C# / .NET applications (reading code, tracing execution, diagnosing exceptions, validating fixes).
• Strong proficiency with SQL Server and T-SQL, including investigative querying and basic query performance awareness.
• Hands-on experience with SSMS and routine database investigation workflows. 
• Practical experience using observability to troubleshoot production issues (logs/metrics/traces). Familiarity with Azure Monitor / Application Insights is highly aligned with this role. 
• Working knowledge of Azure fundamentals (Azure Portal navigation, common services, deployments, identity/access concepts).
• Experience working customer-facing escalations: clear written updates, expectation-setting, and technical explanations for mixed audiences.
• Comfort operating in an incident process (ticketing, triage, comms, postmortems/RCA).
• A solid grasp of cloud security and best practices and an understanding of compliance standards such as HIPAA and HITRUST.

PREFERRED QUALIFICATIONS

• Experience supporting production workloads on AWS
• Hands-on troubleshooting in Kubernetes environments and familiarity with how applications are exposed and routed inside a cluster.
• Practical container experience with Docker.
• Proficiency working with DataDog (metrics, dashboards, monitors/alerts)
• Experience querying and troubleshooting PostgreSQL
• Familiarity with Snowflake
• Familiarity with Azure DevOps (repos, PRs, pipelines) and CI/CD fundamentals.
• SQL performance tuning 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.