Client Success Engineer III – Advanced Support

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

📋 Description

• Diagnose and address technical issues raised by customers or internal teams.

• Engage with customers through tickets, emails, and live support calls.

• Assist customers in navigating solutions and provide technical assistance.

• Conduct in-depth technical troubleshooting and explore root causes.

• Document solutions and create knowledge bases for future reference.

• Monitor systems for potential issues and proactively mitigate downtime.

• Collaborate with engineering, product management, and customer success teams to identify solutions and implement enhancements.

• Escalate issues and monitor defect-fix delivery.

• Develop and maintain documentation, knowledge base articles, and training materials.

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

• Mentor junior engineers.

• Promote continuous improvement in system reliability.

• Create operational workflows and scripts.

• Manage complex escalations.

⛳️ 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.

• Strong knowledge and hands-on experience with cloud-native architectures, database solutions, distributed systems, and advanced programming concepts.

• Ability to collaborate effectively and lead initiatives with cross-functional teams.

• Proven expertise in designing and managing Product Support teams for healthcare technology systems.

• Strong proficiency in advanced SQL and APIs.

• Practical experience supporting high-traffic healthcare websites and systems.

• Excellent communication and problem-solving skills.

• Ability to manage multiple open issues and prioritize tasks effectively.

• Proficient with observability and monitoring tools.

• Experience in script development, escalation response, and operational workflows.

• Experience in implementing and optimizing Product Support Escalation and On-Call Coverage.

• Hands-on experience with AWS, Azure, or GCP.

• 4-6 years of experience with database technologies such as SQL, Elasticsearch, OpenSearch, PostgreSQL, Kibana, MongoDB, Oracle, or MySQL.

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

• Working knowledge of monitoring tools such as Datadog, Splunk, PagerDuty, Jira Service Manager, and Grafana.

• Familiarity with ticketing systems such as Jira, Zendesk, or Salesforce.

• Ability to stand and sit for extended periods.

• Capability to lift 10 lbs.

• Familiarity with healthcare IT systems or HIPAA compliance is a plus.

• Knowledge of HL7/FHIR standards and TCP is a plus.

🏝️ Benefits

• Fully remote with flexible Paid Time Off (PTO).

• 100% company-covered employee-only medical, dental, and vision insurance.

• Company contributions toward dependent coverage.

• Company-paid life and disability insurance.

• 401(k) plan with a 4% company match.

• Access to financial advisors.

• 6 weeks of parental leave.

• Structured 30-60-90 day plans along with frequent training opportunities.

• Peer-to-peer bonuses and team celebrations.