Senior Application Support Engineer

Description Senior Engineer – ERP Application Support (Finance & HR) The Center for Elders’ Independence is a PACE (Program of All-Inclusive Care for the Elderly) organization (PO) that uses an interdisciplinary team approach for care planning and implementing purposeful, high quality, affordable, and integrated health care services to the elderly. Our elderly meet PACE requirements as prescribed by CMS and are referred to as participants. Our PO includes Adult Day Health Centers and primary care clinics, promoting participant autonomy, quality of life, and the ability for individuals to live in their communities. The Position: We are seeking a Senior Engineer – ERP Application Support to provide day-to-day operational support, configuration, and issue resolution for ERP systems supporting Finance and HR functions. This role focuses on system stability, user support, and reliable execution of approved changes to ensure ERP applications effectively support business operations. The Senior Engineer works closely with Finance stakeholders, vendors, and the Principal Application Developer (Enterprise Systems) to implement changes, resolve issues, and maintain reliable ERP system operations. The salary range for the Senior Application Developer - ERP Systems position at Center for Elders’ Independence is $93.850 to $140,744. Placement within the range is determined based on job-related factors such as relevant experience, skills, abilities, internal equity, and market data, consistent with CEI’s annual compensation review and established compensation practices. Key Responsibilities: Work closely with Finance, HR, business analysts, vendors, and IT partners to understand operational needs and application issues. Provide timely support and solutions that align with established application designs and business requirements. Provide hands-on support for ERP applications, including configuration changes, user access management, workflow adjustments, and routine system maintenance. Execute approved enhancements and fixes under the guidance of senior technical leadership. Support ERP-related integrations with other enterprise systems such as EMR, CRM, banking platforms, and third-party vendors. Validate data accuracy and completeness for inbound and outbound integrations, escalating issues to platform or senior engineering teams as appropriate. Monitor ERP application health and performance. Troubleshoot and resolve application issues, incidents, and data discrepancies, serving as an escalation point for complex operational problems. Ensure ERP applications are operated in compliance with security policies, healthcare regulations, and internal controls. Support audits and compliance reviews by providing documentation and system evidence as required. Maintain technical and operational documentation for ERP configurations, workflows, and support procedures. Provide user support, training assistance, and guidance to Finance and HR staff. Assist with knowledge transfer and onboarding for new application support staff. Education & Experience: Associate’s degree in Computer Science , Information Technology, Finance, or a related field. 5+ years of experience in ERP application support, configuration, or enterprise application operations. Proven experience supporting financial or HR systems in a regulated environment. Experience working with vendors and third-party service providers. Technical Skills Strong hands-on experience supporting ERP systems for Finance and HR. Working knowledge of SQL for data validation and troubleshooting. Familiarity with application integrations and data flows across enterprise systems. Basic scripting skills (e.g., Python or JavaScript) for automation or issue resolution. Familiarity with healthcare interoperability concepts (HL7 / FHIR) from a support or validation perspective. Strong analytical and problem-solving skills. Clear communication skills for working with business users and technical teams. Center for Elders’ Independence is a PACE (Program of All-Inclusive Care for the Elderly) organization that uses an interdisciplinary team approach to care planning and care implementation for the purpose of providing high quality, affordable, integrated health care services to the elderly, including an Adult Day Health Center, and promoting autonomy, quality of life, and the ability of individuals to live in their communities. Unlike other healthcare plans, CEI is not a “fee-for-service” plan. It is a capitation healthcare plan in which CEI is paid a set amount for each participant enrolled. Center for Elders’ Independence is a PACE (Program of All- Inclusive Care for the Elderly) organization that uses an interdisciplinary team approach to care planning and care implementation for the purpose of providing high quality, affordable, integrated health care services to the elderly, including an Adult Day Health Center, and promoting autonomy, quality of life and the ability of individuals to live in their communities. Unlike other healthcare plans, CEI is not a "fee-for-service" plan. It is a “capitation” healthcare plan. CEI is paid a set amount for each person enrolled in our program, whether or not that individual seeks care. We are a growing company that offers stability and continues to thrive.

YOUR PROFILE We’re expanding our Support presence in APAC and looking for a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues. In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution. This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations. You will also act as the primary technical contact for customers in the APAC region. This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations. As the sole Support presence in APAC, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to escalate, and represent Support in the region while collaborating closely with teams in Europe. This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale.   WHAT YOU'LL DO  * Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations * Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes * Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues * Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis * Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions * Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights * Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution * Make prioritization and escalation decisions independently during regional business hours * Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product * Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale   WHAT YOU'LL NEED  A structured and analytical engineer who enjoys solving technical puzzles and navigating complex systems. You should be comfortable asking questions, working through ambiguity, and tracing problems through data, logs, and application behaviour. The Ideal Candidate: * 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered) * Enjoys debugging complex issues * Communicates clearly with both technical and non-technical stakeholders * Takes ownership of problems until resolution * Detail-oriented and methodical when analysing systems Core Technical Skills: * Ability to troubleshoot complex software systems * Working knowledge of SQL * Experience investigating issues using data and database queries * Familiarity with browser developer tools (DevTools, Network tab) * Ability to inspect request/response data (e.g., JSON payloads) * Structured problem-solving and root cause analysis BONUS POINTS FOR * Experience supporting SaaS or enterprise software * Familiarity with application logs and debugging workflows * Experience working with ticketing systems and customer-facing technical support * Exposure to relational database schemas and data models  WHY YOU’LL LOVE WORKING WITH US  * Work in a fast-growing and interesting industry * Flexible work that best fits your needs and the role * Competitive compensation * Top-notch offices and equipment * Continuous improvement and learning opportunities to grow your career * Team activities, not the usual one just to look nice on social media but what our team choose and ask for * A great team of engaged passionate and helpful people