Client Success Engineer III – Advanced Support
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Job Description
Client Success Engineer providing advanced technical support for mPulse’s conversational AI healthcare platform. Owning escalations, troubleshooting systems, and improving reliability.
Responsibilities:
- Diagnose and solve technical problems reported by customers or internal teams
- Communicate with customers through tickets, emails, and working-session calls
- Guide customers through solutions and provide technical support
- Perform deep technical troubleshooting and investigate root causes
- Document solutions and create knowledge bases for future reference
- Monitor systems for potential issues and proactively prevent downtime
- Collaborate with engineering, product management, and customer success to identify solutions and implement improvements
- Escalate issues and track defect-fix delivery
- Develop and maintain documentation, knowledge-base articles, and training materials
- Provide on-call support in rotation with team members
- Mentor junior engineers
- Drive continuous improvement in system reliability
- Develop operational workflows and scripts
- Own complex escalations
Requirements:
- Bachelor's degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience
- 6-8 years' experience in technical client support or technical product support
- Strong knowledge and working experience with cloud-native architectures, database solutions, distributed systems, and advanced programming concepts
- Ability to collaborate with and drive initiatives with cross-functional teams
- Proven expertise in designing and managing Product Support teams for healthcare technology systems
- Strong skills with advanced SQL and APIs
- Hands-on experience supporting high-traffic healthcare websites and systems
- Strong communication and problem-solving skills
- Ability to manage multiple open issues and prioritize effectively
- Proficiency with observability and monitoring tools
- Experience with script development, escalation response, and operational workflows
- Experience implementing and optimizing Product Support Escalation and On Call Coverage
- Hands-on experience with AWS, Azure, or GCP
- 4-6 years' experience with database technologies such as SQL, Elasticsearch, OpenSearch, PostgreSQL, Kibana, MongoDB, Oracle, or MySQL
- Experience with web development technologies including Java, Perl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, and Kubernetes
- Working experience with monitoring tools such as Datadog, Splunk, PagerDuty, Jira Service Manager, and Grafana
- Familiarity with ticketing systems such as Jira, Zendesk, or Salesforce
- Ability to stand and sit for extended periods
- Ability to lift 10 lbs.
- Healthcare IT systems or HIPAA compliance familiarity is a plus
- HL7/FHIR standards and TCP familiarity is a plus
Benefits:
- Fully remote and flexible PTO
- 100% company-paid employee-only medical, dental, and vision coverage
- Company contributions toward dependent coverage
- Company-paid life and disability insurance
- 401(k) with 4% company match
- Financial advisors
- 6 weeks parental leave
- 30-60-90 day plans and frequent training
- Peer-to-peer bonuses and team celebrations
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