Technical Product Support Engineer

Job Description

We’re looking for a Technical Product Support Engineer who can operate as a true first responder between users and the product engineering team for a fast-growing healthcare technology platform. This is not a help desk role and not a purely reactive support position.

You will diagnose real production issues, work directly inside technical systems, and partner closely with engineers to resolve problems quickly and correctly. We are specifically looking for candidates with strong technical backgrounds who have worked in startup or high-agency environments, not strictly large, well-defined enterprise support orgs.

If you have previously worked as a software engineer, data engineer, support engineer, or in a highly technical startup support role and enjoy owning problems end to end, this role is a strong fit.

Why You’ll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Up to 14 days of Paid Time Off annually (starting Day 1)
• Observance of Holidays per company guidelines
• 100% remote setup so you can work wherever you’re most productive
• High ownership role embedded directly with product and engineering teams
• Work on a healthcare platform where reliability directly impacts real patient outcomes

What You’ll Work On

Technical Triage and First Response

• Serve as the first technical responder for inbound user issues
• Triage problems using runbooks while applying independent technical judgment
• Identify whether issues can be resolved directly or require engineering escalation
• Communicate clearly and confidently with both technical and non-technical users

Production Investigation and Troubleshooting

• Navigate production databases and internal tooling to investigate issues
• Use SQL, command-line tools, or scripts to validate data and identify root causes
• Troubleshoot user-facing blockers without defaulting to escalation
• Verify fixes and confirm resolution before closing issues

Engineering Collaboration

• Translate user pain points into clear, actionable technical bug reports
• Communicate directly with engineers in Slack and issue trackers
• Provide strong technical context so engineers can move quickly
• Follow issues through deployment and confirm user impact post-fix

User Onboarding and Access Management

• Support onboarding, credentialing, and access workflows
• Perform hands-on tasks such as account resets, permission changes, and configuration fixes
• Ensure users can successfully access and operate the platform

Operational Tracking and Documentation

• Track active issues, dependencies, and follow-ups across systems
• Maintain clean internal trackers and task hygiene
• Improve troubleshooting documentation and runbooks
• Identify recurring issues and recommend process or product improvements

What You Bring

• 3 to 5+ years of experience in technical support, support engineering, software engineering, or data engineering
• Demonstrated experience working in startups, agencies, or high-agency environments
• Strong technical foundation with comfort working inside production systems
• Working knowledge of SQL, APIs, logs, or scripting for investigation
• Ability to operate independently and self-serve when solving problems
• Clear written English with the ability to explain technical issues simply
• Strong ownership mindset with urgency and attention to detail

Nice to Have

• Prior experience as a software engineer, data engineer, or embedded support engineer
• Experience supporting SaaS, AI, or healthcare technology platforms
• Familiarity with tools like Slack, Linear, HelpScout, Notion, or similar
• Background in healthcare tech, RCM, or regulated software environments
• Experience working with APIs, integrations, or workflow-based platforms

How to Apply

Please include:

1. Your updated resume
2. A short 1–2 minute Loom video explaining your technical background and how you’ve handled production issues or user-facing technical problems in the past

Only candidates who submit a Loom video will be considered.

If you are highly technical, comfortable working in ambiguity, and want to play a critical role in keeping a healthcare platform running reliably at scale, this role offers real ownership, visibility, and long-term growth.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1. Initial Application - Submit your application and complete our prequalifying questions
2. Video Introduction - Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview - Initial screening with our talent team
5. Executive Interview - Meet with senior leadership to discuss role alignment
6. Client Interview - Final interview with the client team you'd be supporting
7. Background & Reference Check - Professional reference verification
8. Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.