Customer Support Engineer
Skills
- Experience with healthcare interoperability standards such as FHIR, HL7 v2, CCDA, and X12 (EDI).
- Strong knowledge of RESTful APIs and use of tools like Postman.
- Proficient in SQL and relational database interrogation.
- Familiarity with production monitoring and cloud-based system support.
- Excellent troubleshooting, problem-solving, and communication skills.
Responsibilities
- Serve as trusted technical contact for production support across customers and partners.
- Investigate and resolve Tier 2 and Tier 3 technical issues including troubleshooting data, APIs, and configurations.
- Collaborate with Engineering and Product teams to fix bugs and implement interim workarounds.
- Monitor key data pipelines and workflows proactively to prevent escalations.
- Triage inbound support cases ensuring prioritization and timely follow-up.
- Identify and champion tooling and ticketing system improvements (Salesforce, JIRA).
- Contribute to documentation and process development for Customer Care operations.
- Participate in on-call rotation for urgent issue response outside business hours.
Education
- Bachelor's degree in Computer Science, Software Engineering, Health Informatics or equivalent experience.
Benefits
- 100% paid BCBS Medical and Dental Insurance for employees
- Vision Insurance
- Unlimited PTO
- Equity
- 401(k) matching
- Home office stipend
- Lifestyle Savings Account
- Parental Leave (16 weeks birthing, 6 weeks non-birthing)
Average salary estimate
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