Associate Production Support Engineer, Tier I

This is a fully remote position, open to applicants in United States.

📋 Description

• Address all Tier I support tickets, escalating those that fall outside or partially outside the scope of the role to Tier II.

• Guide customers on how to update configurations or resolve issues independently.

• Diagnose basic VPN/API connectivity problems.

• Troubleshoot issues related to connections, traffic, messages, and error states.

• Execute configuration updates as needed.

• Liaise with third parties on behalf of customers when required.

• Address critical support issues during business hours.

• Oversee work-hour on-call shifts.

• Respond to paged errors, monitor paused queues, and manage retry queues.

• Handle incoming calls.

• Act as Incident Manager during significant incidents, including sending customer communications and updating StatusPage.

• Take after-hours on-call shifts approximately one week every other month.

• Identify connectivity, configuration, and messaging issues while monitoring production feeds.

• Educate customers and technical partners on using self-service tools such as configuration modifiers, log inspectors, alerting, and translation sets.

⛳️ Requirements

• Experience in technical support.

• Quick learner with strong critical thinking skills.

• Proficient in reading and interpreting technical data, including JSON, HL7v2, and logs.

• Basic understanding of APIs and web service protocols.

• Excellent communication skills for conveying technical concepts to customers and internal teams.

• Highly organized and focused on customer service.

• Comfortable utilizing AI tools for troubleshooting, documentation, and daily tasks.

• Experience in teaching, training, or documenting for a technical audience (preferred).

• Familiarity with HL7v2, C-CDA, and other healthcare data formats (preferred).

• Experience in VPN, network, or connection troubleshooting (preferred).

• Knowledge of relational databases and SQL queries (preferred).

• Proficiency in JavaScript or another scripting language (preferred).

• Background in healthcare IT, particularly in integration (preferred).

• Familiarity with Jira/Confluence (preferred).

• Experience with Zendesk (preferred).

• Must be eligible for employment in the U.S.

• Must reside and work within the continental U.S.

🏝️ Benefits

• Stock options.

• Employee benefits.

• Potential for incentive compensation such as bonuses or commissions for specific Customer Success roles.