Technical Support Engineer (Dallas, TX)

About Rhapsody:

Healthcare is innovating and you can be a part of it! Getting data from one provider to another, or from a provider to a health insurance company, is harder than it should be. Our mission is to change this – to accelerate innovation by easing the data access burden. Imagine developing solutions that accelerate digital transformation. This is what we do at Rhapsody. By providing data exchange and data quality solutions that enable information - such as patient visit details, lab results, and billing balances– to move seamlessly from one system to another. Whether building an application or using one, every piece of the health ecosystem needs Rhapsody as a foundation.

Most people will not ever see our products (that's how infrastructure works) and services during a medical visit. Our solutions run behind the scenes, and you can think of them as the central nervous system helping to move data to accelerate innovation and improve outcomes. If using your knowledge to help solve this important problem sounds rewarding, apply today at rhapsody.health

What we have to offer you:

• Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
• 401k with a generous company match
• Unlimited PTO, sick time & volunteer days
• An innovative, inclusive, and fun work environment
• Continuous learning and development opportunities

Please note: This is a remote position. However, we are looking for individuals local to Dallas, TX

Summary:

The Technical Support Engineer I is an entry-level position on the Corepoint Support Team responsible for assisting customers with technical issues involving Rhapsody’s products and services. This customer-facing role focuses on resolving queries, guiding users through product features, and ensuring business continuity through strong technical troubleshooting and support. In addition, this role includes Licensing Analyst responsibilities, requiring a proactive approach to managing software licensing and maintaining accurate and up-to-date licensing documentation.

Functional Responsibilities:

Technical Support Functions

• Provide daily support to customers by responding to questions, analyzing problems, and delivering timely solutions.
• Communicate clearly and professionally with end users, colleagues, and management to ensure issue resolution and customer satisfaction.
• Maintain detailed support tickets documenting interactions, installation activities, and problem resolutions.
• Engage in timely written and verbal communication with customer representatives and vendor contacts.
• Stay current with Rhapsody’s software suite features to confidently assist customers and recommend best practices.
• Guide customers in optimal use of Rhapsody software features and troubleshoot interface workflows.
• Document and relay customer feature requests and usage feedback to internal development, QA, and product teams.
• Serve as support coverage for urgent production issues as part of the 24x7x365 support model.
• Install and configure Rhapsody Interoperability Suite for customer environments when required.

Licensing Analyst Functions

• Track, manage, and maintain licensing records across all supported software products and customer installations.
• Ensure compliance with internal policies and client contracts regarding software licensing terms and renewals.
• Communicate proactively with customers and internal teams regarding license expirations, renewals, and entitlements.
• Collaborate with Sales, Finance, and Commercial teams to validate licensing models and resolve discrepancies.

Requirements:

• 4 year college degree in computer science, information systems, healthcare or related field, or comparable work experience.
• Strong communication skills and ability to remain calm and professional in all situations
• Complete all assigned training classes for one major product family and show working knowledge of the content.
• Ability to install Rhapsody software and independently implement some interface workflows.
• Capable of handling technical projects and implementing beginner-level workflow interfaces under guidance.
• Ability to resolve most beginner and some intermediate technical support issues with assistance from technical leads.
• Strong analytical and organizational skills to manage technical and licensing documentation accurately.
• Ability to manage multiple tasks, priorities, and deadlines effectively while maintaining accuracy and attention to detail.
• Experience with CRM, licensing systems, or asset management tools is a plus.

Rhapsody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.