Customer Support Engineer

Responsibilities

• Be the first responder on all inbound technical issues. Own resolution end-to-end – from triage to fix to follow-up.
• Build and maintain automated support systems, including ticketing workflows, runbooks, and self-service tooling that deflect repeat issues.
• Reproduce bugs, root cause, and hand off well-documented escalations to the on-call engineering team when needed.
• Synthesize patterns in customer issues into structured, actionable feedback for the Product team.
• Create and maintain internal and external knowledge bases, FAQs, and integration guides.

Requirements

• 3+ years in a technical support, developer support, or software engineering role with direct exposure to customer-facing issue resolution.
• Experience writing and deploying production code; familiarity with APIs and webhooks.
• Obsessed with resolution; comfortable with high ticket volume; prioritize ruthlessly and communicate clearly.
• Work through ambiguous, multi-constraint problems with sound judgment and thorough investigation.
• Collaborate fluidly across teams and levels of technical fluency.

Nice-to-Haves

• Experience in Healthcare IT or Healthtech (FHIR, HL7, SMART on FHIR).
• Hands-on experience building or configuring support systems (e.g., Pylon).
• On-call experience and participation in engineering on-call rotations.
• Experience at a Series A or earlier startup.
• Contributions to or experience supporting open-source developer tools or APIs.

Benefits

• Competitive equity + compensation package.
• Full family Platinum health insurance, dental, and vision coverage.
• 401(k) retirement plan + matching.
• Flexible work from home or in-office.
• Healthy lunches complimentary when in-office.
• Quarterly company off-sites.
• MacBook provided.
• Unlimited PTO.