Customer Support Engineer
First Customer Support Engineer responsible for triaging and resolving technical customer issues end-to-end, building automated support infrastructure, and bridging customers with engineering and product teams.
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, automated triage workflows).
- On-call experience and incident ownership.
- 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
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