Client Success Engineer II (Basic Support)

mPulse is the leader in conversational AI and member engagement for healthcare. We partner with the nation's most innovative health plans — Medicare Advantage, Medicaid, and Commercial — to engage members in conversations that close care gaps, improve Stars ratings, and drive better health outcomes. Our platform reaches tens of millions of Americans and is built on the belief that better health starts with better conversations.

About the role

The Client Success Engineer II (Basic Support) role is responsible for diagnosing and resolving technical issues reported by clients and internal teams, communicating via tickets, email, and working sessions, and contributing to knowledge base documentation. These engineers serve as the first-line responders for client-facing technical issues. Location: Fully remote.

Responsibilities

• Diagnose and solve technical problems reported by customers or internal teams.
• Communicate with customers via tickets, emails, and working session calls, guiding them through solutions and providing technical support.
• Investigate the root cause of issues, document solutions, and create knowledge bases for future reference.
• Monitor systems for potential issues and proactively address them to prevent downtime.
• Collaborate with engineering, product management, and customer success to identify solutions and implement improvements, escalate issues, and track defect fix delivery.
• Maintain accurate and comprehensive documentation, knowledge base articles, and training materials.
• Provide on-call support in rotation with the rest of the team members.

Requirements

• Bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience.
• 3-5 years of experience in technical client support.
• 1–2 years of experience with SQL, database tools, and REST APIs.
• Exposure to any of these databases.
• Hands-on experience with cloud platforms (AWS, Azure, or GCP).
• Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce).

Skills

• Understanding of cloud-native architectures, database solutions, distributed systems, and basic programming concepts.
• Ability to collaborate with cross-functional teams.
• Familiarity with SQL and APIs.
• Hands-on experience supporting high-traffic healthcare websites and systems.
• Strong communication abilities to create client-facing responses.
• Strong problem-solving skills with a focus on troubleshooting.
• Ability to manage multiple open issues and prioritize effectively.

Nice to have

• Familiarity with healthcare IT systems or HIPAA compliance.
• Exposure to monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager).
• Familiarity with HL7/FHIR standards, TCPA.

Physical Requirements

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight.

Benefits

• Remote-First & Flexible PTO — work from wherever you're most productive.
• 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance.
• 401(k) + 4% Match — with financial advisors to help you plan.
• 6 Weeks Parental Leave.
• Invest in You — 30-60-90 day plans and frequent training.
• Culture of Recognition — peer-to-peer bonuses & team celebrations.