Client Success Engineer II, Basic Support

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

📋 Description

• Diagnose and resolve technical issues reported by customers or internal teams.

• Engage with customers through tickets, emails, and collaborative calls, guiding them through solutions while providing technical support.

• Investigate the root causes of problems, document resolutions, and create knowledge bases for future reference.

• Monitor systems for potential issues and proactively resolve them to minimize downtime.

• Work alongside engineering, product management, and customer success teams to identify solutions, implement improvements, escalate issues, and track defect fix delivery.

• Maintain precise and comprehensive documentation, knowledge base articles, and training materials.

• Provide on-call support in rotation with other team members.

⛳️ Requirements

• A bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience.

• 3-5 years of experience in technical client support.

• 1-2 years of experience with SQL, database tools, and REST APIs.

• Familiarity with any of these databases.

• Hands-on experience with cloud platforms (AWS, Azure, or GCP).

• Experience with ticketing systems (e.g., Jira, Zendesk, Salesforce).

• Nice to have: Familiarity with healthcare IT systems or HIPAA compliance is an advantage.

• Nice to have: Exposure to monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager).

• Nice to have: Familiarity with HL7/FHIR standards, TCPA.

🏝️ Benefits

• Remote-First & Flexible PTO — work from wherever you're most productive.

• 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance.

• 401(k) + 4% Match — with financial advisors to assist you in planning.

• 6 Weeks Parental Leave.

• Invest in You — 30-60-90 day plans and frequent training.

• Culture of Recognition — peer-to-peer bonuses & team celebrations.