Support Engineer

About the role

The Support Engineer serves as the technical bridge between Nest Genomics customers, their patients, and our product team. This role is high-impact and cross-functional, requiring a blend of technical skills and life sciences knowledge.

Responsibilities

• Respond to customer questions, troubleshoot issues, and ensure a smooth experience using the Nest platform.
• Create structure and repeatable processes for handling support requests, tracking follow-ups, documenting recurring issues, and maintaining consistency.
• Identify patterns in customer questions and internal work, create templates, and documentation to build a more efficient support function.
• Use AI tools to streamline support operations, improve documentation, surface insights, and increase team efficiency.
• Triage bugs, document issues clearly, test fixes, and translate customer feedback into actionable product improvements.
• Review cases, investigate support tickets, validate workflows, and assist with configuration, content updates, and quality checks as needed.
• Build strong customer relationships by joining customer calls, communicating clearly and professionally, and becoming a trusted point of contact for questions, follow-up, and issue resolution.

Requirements

We're looking for a technically-minded professional with a background in life sciences who enjoys deconstructing complex problems and ensuring our software performs flawlessly in clinical environments. The ideal candidate will have:

• Professional experience in life sciences, healthcare, or clinical research.
• A natural aptitude for technology and a desire to work at the intersection of genomics and software engineering.
• Experience as a Certified Genetic Counselor or Genetic Counseling Assistant.
• Familiarity with EMRs, HL7/FHIR integrations, or healthcare data security standards.
• Previous experience in a SaaS environment or supporting clinical software.

Qualifications

While not required, candidates with direct experience as a Certified Genetic Counselor or GCA, or previous experience in EMRs, HL7/FHIR integrations, or healthcare data security standards, are preferred.

Skills

Technical skills including:

• Proficiency in APIs, database queries, and log analysis.
• Ability to solve problems analytically and resourcefully.
• Strong written and verbal communication skills.
• Experience working in a startup environment.

Benefits

Nest Genomics offers a competitive compensation package, including a comprehensive benefits program that includes medical, dental, vision, and a 401(k) plan. We also provide opportunities for professional growth and development within a supportive and collaborative team environment.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible working hours to accommodate the needs of the role and the customer base.