Technical Product Support Engineer
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Job Description
Technical Product Support Engineer acting as first technical responder for issues in a healthcare technology platform. Collaborating with engineers to diagnose and resolve production issues.
Responsibilities:
- Serve as the first technical responder for inbound user issues
- Triage problems using runbooks while applying independent technical judgment
- Identify whether issues can be resolved directly or require engineering escalation
- Communicate clearly and confidently with both technical and non-technical users
- Navigate production databases and internal tooling to investigate issues
- Use **SQL**, command-line tools, or scripts to validate data and identify root causes
- Troubleshoot user-facing blockers without defaulting to escalation
- Verify fixes and confirm resolution before closing issues
- Translate user pain points into clear, actionable technical bug reports
- Communicate directly with engineers in Slack and issue trackers
- Provide strong technical context so engineers can move quickly
- Follow issues through deployment and confirm user impact post-fix
- Support onboarding, credentialing, and access workflows
- Perform hands-on tasks such as account resets, permission changes, and configuration fixes
- Ensure users can successfully access and operate the platform
- Track active issues, dependencies, and follow-ups across systems
- Maintain clean internal trackers and task hygiene
- Improve troubleshooting documentation and runbooks
- Identify recurring issues and recommend process or product improvements
Requirements:
- **3 to 5+ years** of experience in **technical support, support engineering, software engineering, or data engineering**
- Demonstrated experience working in **startups, agencies, or high-agency environments**
- Strong technical foundation with comfort working inside production systems
- Working knowledge of **SQL**, APIs, logs, or scripting for investigation
- Ability to operate independently and self-serve when solving problems
- Clear written English with the ability to explain technical issues simply
- Strong ownership mindset with urgency and attention to detail
Benefits:
- Up to **14 days** of Paid Time Off annually (starting Day 1)
- Observance of **Holidays** per company guidelines
- **100% remote setup** so you can work wherever you’re most productive
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