Client Success Engineer III – Advanced Support

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

📋 Description

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

• Interact with customers through tickets, emails, and calls, guiding them towards solutions while offering technical assistance.

• Conduct thorough technical troubleshooting to uncover the root causes of issues, document resolutions, and develop knowledge bases for future reference.

• Monitor systems for potential problems and proactively address them to avert downtime.

• Collaborate with engineering, product management, and customer success teams to identify solutions, implement enhancements, escalate issues, and monitor defect resolution delivery.

• Create and maintain precise and comprehensive documentation, knowledge base articles, and training resources.

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

• Guide and mentor junior engineers within the team.

⛳️ Requirements

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

• 6-8 years of experience in technical client support or technical product support.

• Hands-on experience with cloud platforms such as AWS, Azure, or GCP.

• 4-6 years of experience with database technologies including SQL, Elasticsearch, Open Search, PostgreSQL, MongoDB, Oracle, and MySQL.

• Experience with web development technologies, including Java, Perl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, and K8S.

• Practical experience with monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager, Grafana).

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

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

• Nice to have: Understanding of HL7/FHIR standards, TCP.

🏝️ Benefits

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

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

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

• 6 Weeks Parental Leave.

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

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