Support Engineer

Responsibilities

• Work collaboratively with the product engineering, client experience, and AI engineering teams to identify and resolve issues across multiple products
• Meet (virtually) with customers and internal stakeholders to diagnose potential issues
• Reproduce, debug, and identify root causes of issues in production and development environments
• Write detailed technical specifications for product engineers to reproduce and resolve identified issues
• Write performant scripts and database queries to resolve issues and respond to stakeholder requests

Qualifications

• 3+ years of experience working as either a Support Engineer or as a Software Developer with customer-facing responsibilities
• Working knowledge of MySQL or an equivalent relational database querying language (Postgres, MSSQL, etc.)
• Ability to read and write code using at least one modern programming language
• Comfortable using Chrome DevTools (or equivalent) to investigate and debug issues with web applications
• Proven experience debugging complex API integrations
• Ready to embrace a fast-paced environment, with rare requirements to work beyond standard hours
• Strong communication skills and the ability to comfortably articulate your thoughts and decisions, including with senior leadership
• Strong time management skills, including the ability to prioritize tasks and focus on the most pressing issues

Preferred (nice-to-have) Qualifications

• Experience working in software development (especially using php, python, or modern javascript frameworks like vue and react)
• Experience working in customer support or otherwise directly responding to customer issues
• Knowledge of various AWS services like EC2, S3, Route 53, or CloudWatch
• A background working in the healthcare industry
• Prior startup and/or B2B SaaS technology organization experience