Associate Solutions Engineer | Healthcare
Provides technical support to healthcare clients by troubleshooting AI product issues, investigating root causes with SQL and logs, and advising on configurations. Requires technical proficiency, problem-solving, and customer-facing skills; 0-3 years experience.
About the job
Key Responsibilities
- Deeply understand our product, customers, and how they work best together:
- How we onboard clients and translate their preferences into our system’s settings.
- How our integrations work with client telephony, EHR and PMS systems.
- How our clients’ businesses work and how issues they report impact their operations.
- Provide excellent, customer-obsessed support to our clients:
- Communicate with clients quickly, clearly, and professionally to understand their issues and the business impact.
- Resolve issues through thorough investigation and provide empathetic customer service.
- Prioritize time according to issue's impact on clients’ businesses.
- Advise clients on best practices for configuring and interacting with their AI Assistant.
- Investigate and document product issues:
- Investigate root cause using SQL queries, logs, and data sources.
- Write effective ticket summaries with clear descriptions, reproduction steps, business impact, and documents.
- Communicate bug fixes to clients and confirm resolution.
Requirements
- 0-3 years of experience in similar role or field
- Demonstrated technical proficiency (computer science degree, bootcamp certificate, or previous work experience)
- Bias towards data-driven decision-making and analytical skills
- Ability to break down complex technical concepts and communicate clearly to technical and non-technical audiences
- Demonstrated problem-solving skills and comfort with ambiguous problems
- Experience in a customer-facing role is a plus
- Willingness to work in person at our office 5 days a week
Nice to Haves
- Computer Science degree, bootcamp certificate, or equivalent
- Experience building projects using low code / no code tools such as Retool
- Advanced knowledge of Google Sheets or Excel
- Familiarity with DataDog or similar event-logging software
- Familiarity with reporting tools such as Tableau
- Experience writing SQL queries
Compensation & Benefits
- Salary range: $100,000 - $135,000
- Equity in the company
- Medical, Dental and Vision premiums covered at 100%
- Fully paid parental leave
- Commuter benefits
- 401k benefits
- Fitness & home services stipend
- Unlimited vacation and paid holidays
- Relocation packages
Skills
SQL, Datadog, Retool, Tableau, Google Sheets, Excel, Ehr, Pms
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