Client Support Engineer, Tier 2
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Job Description
Join Get Well as a Client Support Engineer delivering issue resolution for healthcare technology clients. Collaborate with various teams to enhance customer experience and efficiency.
Responsibilities:
- Collaborate with internal and external customers to collect requirements and clearly document problem statements related to the hardware and software
- Leverage your knowledge of the software and back-end systems to efficiently diagnose and troubleshoot issues
- Follow documented procedures and escalation paths for issues so the right team is engaged in a timely manner
- Create client trust and confidence with clear, thorough, and customer-friendly communication and status updates on identified issues
- Proactively monitor and action critical service alerts as they happen
Requirements:
- Minimum of 3 years of experience in a client support role, preferably within the healthcare technology or SaaS industry
- Comprehensive understanding of customer service best practices with hands-on experience troubleshooting both hardware and software issues
- Ability to parse and interpret logs from web servers, application layers, or middleware
- High technical aptitude with a proven ability to learn and navigate complex systems in a fast-paced environment
- Exposure to ticketing systems (Zendesk, ServiceNow, Jira Service Management) and knowledge base tooling
- Familiarity with system monitoring and performance tools (e.g., Icinga, Grafana, Datadog, SolarWinds, etc).
Benefits:
- exceptionally generous paid time away from work
- a variety of paid leave programs
- savings opportunities with 401(k) and incentive plans
- internal education programs
- full array of health benefits
- fitness reimbursement
- cell phone subsidy
- casual offices with snacks and drinks
- peer recognition programs
- health advocacy and employee assistance programs
- chili cook-offs
- pet insurance (yes, really) and so much more.
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