Remote job
Support Engineer
Job details
About this role
Role overview
Help customers troubleshoot a technical product that supports privacy-conscious analytics and marketing in healthcare settings. Take issues from initial report through resolution by investigating application behavior, code, and data across frontend and backend systems. The role also improves the customer experience by documenting solutions and sharing recurring needs with product and engineering partners.
Responsibilities
- Own customer issues through investigation, resolution, and clear follow-up. - Diagnose complex problems across the stack by examining code and system behavior; use Go, TypeScript, and SQL where appropriate. - Support customers during onboarding and ongoing product use. - Coordinate with engineering, product, customer success, and account teams to resolve issues and improve workflows. - Explain technical findings to both technical and nontechnical audiences. - Maintain runbooks and customer-facing documentation, and pass customer insights to product partners.
Requirements
- At least two years in technical support, solutions engineering, or software engineering. - At least two years in a customer-facing role. - Ability to read and write code; Go or JavaScript/TypeScript experience is preferred. - Experience troubleshooting both frontend and backend systems and familiarity with databases and SQL. - Analytical problem-solving skills, empathy, and ownership of customer outcomes. - Clear communication and organization when managing multiple issues and priorities.
Nice to have
- Experience debugging production systems or working with data-heavy applications. - Close collaboration with product and engineering teams. - Contributions to technical documentation, help centers, or knowledge bases.
Benefits and work setup
- Competitive pay and equity; half-day Fridays; flexible paid time off with a two-week minimum; and 16 weeks of paid parental leave after six months of eligibility. - Health, dental, and vision premiums are covered in full for employees and 80% for dependents. - Company offsites are also listed among the benefits.