Element5 is on a mission to transform how post-acute care organizations work with our intelligent automation platform. Our AI-assisted solutions target workflows across Eligibility, Authorizations, and RCM to remove repetitive tasks so teams can focus on better patient and financial outcomes.

We’re fast-paced, supercharged, and moving at the speed of light. Our team is made up of industry veterans who have built several successful healthcare tech products. We’re a two-time CBInsights Digital Health 150 Honor Roll awardee and the 2022 Homecare Innovator of the Year. With nearly $50 million funding, Element5 is headquartered in San Jose, CA, and operates with teams spread across the globe.

If you seek an organization whose values and actions support your growth and guide your daily actions, we want to work with you.

As part of the Level 2 Support Team, the role of the RPA Support Engineer is to leverage your engineering skills in RPA and Java, to investigate and resolve production issues to keep the Element5 application and automations running smoothly. The RPA Support Engineer plays a vital role in facilitating efficient and effective support services for Element5 clients. This position involves direct, hands-on management of client support activities, collaborating with other internal teams and stakeholders, and ensuring timely resolution of client issues.

Questions or tickets come into the Support Team from Element5 clients, automated monitoring, and Element5 internal teams. The support Engineer will also be responsible for continuous improvements of processes and SOPs and automation and prevention of issues.

• Monitor support/ticket queues and provide timely responses, updates, and resolution of client inquiries and issues while maintaining the SLA commitments
• Maintain regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction
• Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system
• Contribute to developing and maintaining knowledge bases, FAQs, SOPs, and support documentation to enhance self-service capabilities
• Utilize UiPath, Java, and other RPA tools to investigate, debug, and fix issues
• Update code stored in a GitHub repository to deploy the fixes
• Work with the development team to investigate the most complex issues
• Work cross-functionally in the organization to drive the customers’ voice
• Capture details from the customers for the more complex issues
• Assess and escalate incidents accordingly if it is business-critical

• Bachelor’s degree in computer science or related field
• Critical thinking and problem-solving abilities
• Methodological approach and ability to document repeatable steps
• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals.
• Experience in a client-facing support or coordination role within a SaaS/technology solutions team
• Client-centric mindset with a strong focus on delivering exceptional client service
• Experience with Java, JSON, and markup languages
• Experience with UiPath, and similar robotic process automation tools
• Experience with source code repositories like GitHub or GitLab
• Extensive skills with various technologies like Google Workspace, Confluence, DataDog, Visual Studio Code, ticketing system(s) ZenDesk, FreshDesk, ServiceNow
• Experience of working within a global team
• Experience working in a startup environment is a plus



This role is a mid-level position in the engineering leveling