Support Engineer
Support Engineer bridges engineering and client teams by diagnosing customer issues, debugging production problems, writing scripts/queries, and creating specs for fixes in a SaaS healthcare platform. Requires 3+ years experience, database skills, coding ability, and strong communication.
About the job
Responsibilities
- Work collaboratively with the product engineering, client experience, and AI engineering teams to identify and resolve issues across multiple products
- Meet (virtually) with customers and internal stakeholders to diagnose potential issues
- Reproduce, debug, and identify root causes of issues in production and development environments
- Write detailed technical specifications for product engineers to reproduce and resolve identified issues
- Write performant scripts and database queries to resolve issues and respond to stakeholder requests
Qualifications
- 3+ years of experience working as either a Support Engineer or as a Software Developer with customer-facing responsibilities
- Working knowledge of MySQL or an equivalent relational database querying language (Postgres, MSSQL, etc.)
- Ability to read and write code using at least one modern programming language
- Comfortable using Chrome DevTools (or equivalent) to investigate and debug issues with web applications
- Proven experience debugging complex API integrations
- Ready to embrace a fast-paced environment, with rare requirements to work beyond standard hours
- Strong communication skills and the ability to comfortably articulate your thoughts and decisions, including with senior leadership
- Strong time management skills, including the ability to prioritize tasks and focus on the most pressing issues
Preferred Qualifications
- Experience working in software development (especially using PHP, Python, or modern JavaScript frameworks like Vue and React)
- Experience working in customer support or otherwise directly responding to customer issues
- Knowledge of various AWS services like EC2, S3, Route 53, or CloudWatch
- A background working in the healthcare industry
- Prior startup and/or B2B SaaS technology organization experience
Perks
- Competitive salaries
- Remote/hybrid environment
- Potential equity compensation for outstanding performance
- Flexible PTO
- Company-wide sponsored lunches
- Company paid disability and life insurance benefits
- Company paid family and medical leave
- Medical, dental, and vision insurance benefits
- Discounted pet insurance
- FSA/DCA and commuter benefits
- 401k
- Complimentary subscription to digital fitness classes and wellness content
- Recovery suite at HQ – includes a cold plunge, sauna, and shower
Skills
MySQL, Postgres, JavaScript, PHP, Python, Vue, React, AWS, Chrome Devtools, API Integrations
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