Customer Success - E&P - Client Success Engineer III

About the Role

Client Success Engineer III (Advanced Support)

Location

Fully remote

Duties and 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.
• Perform deep technical troubleshooting to 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.
• Develop and maintain accurate and comprehensive documentation, knowledge base articles, and training materials.
• Provide on-call support in rotation with the rest of the team members.
• Mentor junior engineers on the team.

Skills and Abilities

• Strong knowledge of and working experience with cloud-native architectures, database solutions, distributed systems and advanced programming concepts.
• Ability to collaborate with and drive initiatives with cross-functional teams.
• Proven expertise in designing and managing Product Support teams for Healthcare Technology Systems.
• Strong skills with advanced SQL and APIs.
• Hands-on experience supporting high-traffic Health Care Web Sites and Systems.
• Strong communication abilities to create client-facing responses.
• Strong problem-solving skills with a focus on deep technical troubleshooting and continuous improvements in system reliability.
• Ability to manage multiple open issues and prioritize effectively.
• Proficiency in leveraging observability and monitoring tools for proactive system health management.
• Skilled in script development, escalation response, and operational workflows.
• Strong communication abilities to articulate complex technical concepts to diverse stakeholders.
• Demonstrated success implementing and optimizing Product Support Escalation and On-Call Coverage.

Minimum Qualifications

• Bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience.
• 6-8 years' experience in technical client support, technical product support.
• Hands-on experience with cloud platforms (AWS, Azure, or GCP).
• 4-6 years' experience with any of these database technologies, such as SQL, Elasticsearch, Open Search, PostgreSQL or Kibana, mongoDB, Oracle, MySQL.
• Experience with web development technologies including Java, Pearl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, K8S.
• Working experience with monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager, Grafana).
• Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce).

Preferred Qualifications

• Familiarity with healthcare IT systems or HIPAA compliance is a plus.
• 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.