Experience: 2–3 Years
Shift: US Shift – 9:00 PM to 6:00 AM IST
Joining: Immediate Joiners Preferred
Domain: Healthcare Automation / RPA / Application Support
Role Overview
We are looking for an experienced L2 Automation & Application Support Engineer with strong hands-on experience in AutomationEdge and healthcare automation.
The L2 Engineer will be responsible for troubleshooting, fixing, testing, deploying, and supporting automation workflows in production . The role requires a strong understanding of both the technical automation platform and the healthcare business processes being automated.
The ideal candidate should be capable of independently investigating production issues, identifying the root cause, implementing workflow/configuration fixes, validating the solution, and deploying the changes through the appropriate environments.
Key Responsibilities
AutomationEdge / Workflow Support
Troubleshoot and resolve L2-level AutomationEdge workflow and bot execution issues .
Analyze workflow execution logs, Process Studio logs, Agent logs, application logs, and error traces.
Fix workflow issues and configuration problems within L2 scope.
Modify, test, and validate AutomationEdge workflows based on production incidents and business requirements.
Deploy workflow fixes and configuration changes across DEV/UAT/PROD following the defined change-management process.
Reprocess, replay, or recover failed transactions after resolving the underlying issue.
Perform end-to-end validation after implementing fixes.
Monitor workflow execution and identify recurring or potential failures.
Troubleshoot issues related to AutomationEdge Agents, Controllers, schedules, credentials, queues, APIs, databases, and external integrations .
Identify issues that require L3/product-level intervention and provide complete technical details for escalation.
Healthcare Domain Support
Develop a strong understanding of healthcare automation processes and the applications involved.
Troubleshoot workflows involving healthcare systems such as:
EMR/EHR systems
Payer / Insurance systems
Referral Intake and Referral Processing
Patient/member information
Eligibility and authorization workflows
Claims and payer-related processes
Provider and patient data
Healthcare portals and web applications
Document processing and data extraction
Understand the end-to-end business process behind the automation rather than troubleshooting only from the technical/log perspective.
Understand the impact of workflow failures on healthcare transactions and prioritize incidents accordingly.
Handle sensitive healthcare information appropriately and follow applicable security/privacy requirements.
Database / API / Application Troubleshooting
Perform SQL-based investigation and troubleshooting using databases such as PostgreSQL / MS SQL Server .
Write and execute SQL queries to:
Identify failed/stuck transactions
Validate workflow results
Investigate data inconsistencies
Check transaction status and processing history
Support controlled data correction when authorized
Troubleshoot REST APIs, web services, authentication, request/response issues, and third-party integrations .
Analyze HTTP status codes, API payloads, response errors, authentication failures, and integration issues.
Troubleshoot UI-based automation issues involving browsers, web applications, XPath/selectors, sessions, pop-ups, and application changes.
Incident Management / RCA
Own L2 incidents from investigation through resolution.
Perform detailed Root Cause Analysis (RCA) for recurring and critical incidents.
Distinguish between:
Workflow/configuration issues
Application issues
Database issues
API/integration issues
Infrastructure/environment issues
External application changes
Provide clear technical updates, impact assessment, workaround, root cause, and resolution.
Identify recurring issues and recommend permanent fixes.
Create and maintain RCA documents, SOPs, troubleshooting guides, and knowledge-base articles…