About this role
Summary
As an Product support at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position. This role ensures operational excellence and product stability by managing defect lifecycle, coordinating hotfixes, and enforcing SLA compliance. This candidate will act as a key liaison between product development teams and account operations, tracking work across multiple systems and driving timely resolution of issues. This role is strictly involved in coordinator for the product development and does not involve access to Protected Health Information (PHI) & Personally Identifiable Information (PII) or any secured/confidential client data. The work is limited to coordination in managing defect lifecycle, coordinating hotfixes, and enforcing SLA compliance and does not include handling or processing of sensitive health information.
Your role in our mission
- Applies developed subject matter knowledge to manage complex support processes.
- Leads coordination across technical and non-technical teams for defect and hotfix management.
- Exercise independent and quick judgment within defined policies and SLAs.
- May lead small teams and facilitate decision-making for support priorities.
- Track and reconcile work items across multiple ticket management tools.
- Drive defect management processes, including follow-up and escalation.
- Coordinate hotfix activities and ensure timely deployment and validation.
- Ensure adherence to new defect SLAs and report compliance metrics.
- Collaborate with development, QA, and account teams to triage and resolve environmental issues.
- Provide reporting on defect trends, SLA compliance, and support performance.
- Identify and implement process improvements for support workflows.
- Participate in release management activities, including patch validation and regression testing.
What we're looking for
- Bachelor’s degree in information systems, Computer Science, or related field.
- 8–12 years of experience in environment support or application maintenance roles.
- Exposure to SAFe or Agile methodologies.
- Strong understanding of SDLC and defect management processes.
- Familiarity with ITIL principles (ITIL 4 certification preferred).
- Excellent organizational and stakeholder communication skills.
- Ability to interpret logs, error messages, and system behavior.
- Strong analytical and problem-solving skills.
- Experience managing SLAs and support escalation protocols.
- Knowledge of healthcare domain, preferably Medicaid.
- Familiarity with SAFe ceremonies related to support (e.g., PI Planning, System Demos).
What you should expect in this role
Remote Opportunity
Other facts
About Gainwell Technologies LLC
For 50 years, our nation’s federal Medicaid program has worked to improve the health, safety and well-being of America’s most vulnerable populations: low-income families, women and children, seniors, and those with disabilities. With positive health and cost outcomes that pierce inequities and impact economies, the success of these programs is inextricably tied to the prosperity of communities, individual states and the nation as a whole. We think that demands respect and, more importantly, is deserving of a lifetime commitment from innovators who can help those who operate within and around health and human services evolve — in any market at any stage. At Gainwell Technologies, that’s our sole focus.
Built across more than five decades, Gainwell has intentionally seized opportunities to advance its digitally enabled services to meet agencies, health plans and MCOs where they are on their modernization journeys and propel them into the future of public health. Our commitment to innovation, deep experience and ability to leverage insights from customers across 50 states has allowed us to expand on next-generation, cloud-enabled technologies.
Today, Gainwell offers one of the most comprehensive suites of scalable services and solutions on the market — all proven to deliver cost savings, better patient outcomes and an improved provider experience. Equally important to our expanding technologies and results: We bring ideas that bring policies to life.
What you'll do
- The role involves managing the defect lifecycle, coordinating hotfixes, and ensuring SLA compliance. The candidate will act as a liaison between product development teams and account operations to drive timely resolution of issues.
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