Associate Production Support Engineer, Tier I

Role overview This Tier I role is the first line of technical support for a cloud-based healthcare data interoperability platform, resolving day-to-day connectivity, configuration, and messaging issues while monitoring production feeds. The position is central to a shift toward a more self-service support model, blending hands-on troubleshooting with customer education that teaches users how to resolve issues themselves.

Responsibilities - Work all tickets within Tier I scope, escalating to Tier II or third parties as needed, including guiding customers through configuration updates and self-service tools. - Handle basic connectivity issues such as VPN and API troubleshooting, along with connection and traffic questions. - Investigate message and error state issues across integrations. - Respond to and work critical support issues called in by customers during business hours. - Cover on-call shifts, including responding to paged errors, watching paused and retrying queues, answering calls, and serving as Incident Manager during major incidents. - Maintain clear customer communications and accurate StatusPage updates during incidents.

Requirements - Prior technical support experience. - Ability to learn quickly and think critically under pressure. - Comfort reading and interpreting technical data such as JSON, HL7v2, and logs to diagnose issues. - Working understanding of APIs and web service protocols. - Strong communicator able to explain technical concepts clearly to both customers and internal teams. - Organised, customer-service oriented, and comfortable using AI tools to support troubleshooting, documentation, and daily workflows.

Nice to have - Experience teaching, training, or documenting for a technical audience, especially for self-service or developer tools products. - Familiarity with HL7v2, C-CDA, CCD, QRDA, and other healthcare data formats. - VPN, network, or connection troubleshooting experience. - Relational databases and SQL queries. - JavaScript or another scripting language. - Healthcare IT experience, ideally in integration. - Jira, Confluence, and Zendesk familiarity.

Benefits and work setup - 100% remote-first culture; candidates must be based in the continental United States. - Unlimited flexible time off, 15+ observed holidays, and a guaranteed 3-day weekend each month through rest days, plus a paid sabbatical programme. - 401(k) match, medical, dental, and vision benefits from day one, HSA and FSA options, life and disability coverage, and paid parental leave. - Productivity stipend, wellness fund, company-issued hardware, and stock options for full-time employees.