Technical Support Engineering

We are seeking a highly skilled Technical Support Engineer to join our team. This role requires a proactive problem solver with excellent communication skills who can support our customers in real time. You will serve as a critical link between our technology and our clients, ensuring smooth operations and exceptional service.

Responsibilities

• Act as a senior escalation point for complex technical issues
• Provide real-time remote support to customers, responding promptly to issues and requests.
• Connect securely to customer environments and troubleshoot problems using advanced tools.
• Monitor dashboards to detect anomalies, performance issues, and potential risks.
• Analyze issues to identify potential root causes and propose effective solutions.
• Collaborate closely with product and engineering teams to resolve complex technical problems.
• Document support activities, resolutions, and share knowledge with internal teams.
• Maintain clear, professional, and empathetic communication with customers.

Requirements

• Minimum 5 years of experience in a technical support, DevOps, or system engineering role.
• Proven ability to troubleshoot and analyze complex software/system issues.
• Experience with monitoring dashboards, diagnostic tools, and remote troubleshooting.
• Experience with SQL, REST APIs, JIRA, Postman, Grafana.
• Ability to read logs and detect failure points.
• Troubleshoot deployment issues and provide remote user support.
• Strong communication and customer service skills, with the ability to explain technical issues clearly.
• Self-starter comfortable working in a fast-paced startup environment.
• High level of spoken and written English is required
• Availability to work starting at 5:00 AM EST.

Preferred Skills (Nice to Have)

• Experience with healthcare software, SaaS, or mission-critical systems.
• Familiarity with SQL, APIs, or log analysis.
• Previous startup experience.

We Offer

• Work in a fast-growing digital health company making real impact on long-term care and skilled nursing facilities.
• Enjoy a friendly and collaborative team culture.
• Benefit from remote work and flexible environment.
• Grow with professional development opportunities.