Sr. Technical Customer Support Engineer

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 

Qualifications / Skills 

Required: 

• Working understanding of MAGI Medicaid eligibility concepts  

• Familiarity with MAGI eligibility and enrollment workflows 

• Ability to recognize common MAGI-related issue patterns 

• Understanding of how Medicaid systems integrate with external partners (Marketplace, verification services, data exchanges) 

Preferred: 

• Experience supporting government, healthcare, or regulated SaaS systems 

• Comfort working with ambiguous or incomplete information while progressing investigations 

• Strong triage and prioritization judgment in high-volume environments 

Compensation and Benefits-   

• Competitive compensation - All In range of ($130,000-$160,000). (Please note that salary and compensation may vary based on factors such as skills, experience, performance and location.)  

• We offer a comprehensive benefits package, including but not limited to:  
  Health, Dental, Life, Disability, and Vision insurance  

Healthcare spending or reimbursement accounts (HSA/FSA)  

Retirement benefits (401k)  

Paid time off  

Holidays: 13 paid days per year  

Education assistance or tuition reimbursement-  

Employee discounts for Gym memberships & commuting/travel assistance  

Our Vaues -   

• We believe that working hard, when it is imbued with purpose, can and should be fun.  

• You’ll find we are a “can do” place where people work together and roll up their sleeves to get the job done.  

• Everyone has a voice; everyone’s ideas count, and everyone is respected.  

• We have built a company, as well as a community of friends and colleagues, with respect for each other.  

Information Security & Data Protection 

• This role may involve access to sensitive or regulated information. The candidate is expected to handle all data in accordance with company security, privacy, and data protection policies.  

• Compliance with access control, data classification, and applicable legal and regulatory requirements is required. 

Salary : $130,000 - $160,000