Customer Engineer, AI & Integrations

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

📋 Description

• Assist in the technical onboarding process for customers implementing Bask Health integrations.

• Aid customers in configuring and troubleshooting connections with supported third-party software.

• Investigate issues related to API authentication, authorization, and request handling.

• Analyze API responses, error messages, and failures during integration.

• Troubleshoot issues related to supported webhook and event-driven workflows.

• Examine data mapping, formatting, and synchronization challenges.

• Review technical specifications and pinpoint implementation dependencies.

• Articulate integration capabilities and constraints to customers.

• Engage in customer technical onboarding sessions and implementation calls.

• Support authorized testing and validation processes for integrations.

• Document outcomes of technical implementations and any outstanding issues.

• Prepare comprehensive engineering escalations and reproducible bug reports.

• Collaborate with Engineering to address complex integration challenges.

• Assist customers in adopting approved AI-enabled platform features.

• Help customers comprehend AI configuration prerequisites and documented limitations.

• Investigate technical issues related to supported AI APIs and workflows.

• Document any unexpected AI behavior and escalate sensitive issues as necessary.

• Coordinate with Product and Engineering teams regarding AI-related technical investigations.

• Contribute to API documentation and guides for troubleshooting integrations.

• Create internal resources to address common configuration and implementation inquiries.

• Identify recurring integration challenges and opportunities for enhancement.

• Clearly communicate technical findings to both customers and internal teams.

• Collaborate with Customer Success Managers on technical issues affecting customers.

• Assist in validating solutions in approved testing environments.

• Adhere to established engineering change management and escalation protocols.

• Securely manage API credentials and sensitive configuration data.

• Follow privacy, security, and access control protocols diligently.

• Escalate clinical, pharmacy, and compliance issues to authorized teams.

• Maintain precise records of technical cases and implementation notes.

• Manage multiple customer-facing technical projects and follow-up activities.

• Proactively identify and communicate implementation risks.

• Take ownership of technical investigations and outcomes related to customer integrations.

⛳️ Requirements

• A minimum of 3 years of relevant experience in Customer Engineering, Solutions Engineering, Integration Engineering, Technical Support Engineering, or a similar technical SaaS role.

• Practical experience in supporting or troubleshooting software integrations.

• Strong comprehension of REST APIs and fundamental HTTP concepts.

• Experience in investigating API authentication and authorization issues.

• Capability to read and interpret JSON payloads and API responses.

• Familiarity with tools such as Postman, Insomnia, curl, or similar API testing applications.

• Knowledge of webhooks and concepts related to event-driven integrations.

• Skill in troubleshooting software configuration and integration challenges.

• Solid understanding of typical web application behavior and error management.

• Comfort in reviewing technical documentation and exploring unfamiliar systems.

• Ability to document technical issues clearly and accurately.

• Experience in creating reproducible bug reports and engineering escalations.

• Strong verbal and written communication skills.

• Ability to convey technical concepts to non-technical customers effectively.

• Experience in direct interaction with customers or external technical partners.

• Ability to gather technical requirements and identify implementation dependencies.

• Strong problem-solving abilities and attention to detail.

• Capability to manage multiple technical investigations and implementation tasks.

• Comfort in collaborating with Customer Success, Product, and Engineering teams.

• Understanding of secure handling of API credentials and access control principles.

• Willingness to learn about AI-enabled software functionalities and integration patterns.

• Ability to recognize technical limitations and communicate them effectively.

• Awareness of the importance of privacy and secure information handling.

• Ability to follow established escalation and engineering change procedures.

• Availability for collaboration during U.S. Eastern Time working hours.

• Strong initiative, accountability, and a proactive approach to technical issues.

• Comfort in a dynamic software company with evolving technical demands.

• Nice to Have: Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field.

• Nice to Have: Experience in supporting AI-enabled SaaS products or AI API integrations.

• Nice to Have: Familiarity with large language model APIs and associated application workflows.

• Nice to Have: Experience integrating with OpenAI, Anthropic, or other AI service APIs.

• Nice to Have: Understanding of AI output limitations, testing, and evaluation concepts.

• Nice to Have: Experience using JavaScript, TypeScript, Python, or similar languages for troubleshooting and scripting.

• Nice to Have: Experience working with Shopify, BigCommerce, WooCommerce, or other e-commerce platforms.

• Nice to Have: Familiarity with merchant storefronts, checkout processes, and subscription-based businesses.

• Nice to Have: Experience supporting payment, CRM, or marketing automation integrations.

• Nice to Have: Familiarity with OAuth and common API authentication methodologies.

• Nice to Have: Experience troubleshooting webhook delivery and event-processing issues.

• Nice to Have: Basic SQL knowledge for investigating application data.

• Nice to Have: Experience using Git or GitHub.

• Nice to Have: Familiarity with logging, monitoring, and observability tools.

• Nice to Have: Experience with Jira, Linear, Zendesk, or similar platforms.

• Nice to Have: Experience creating API documentation or technical onboarding resources.

• Nice to Have: Experience supporting enterprise or complex SaaS implementations.

• Nice to Have: Familiarity with data privacy and security requirements in regulated environments.

• Nice to Have: Experience working in healthcare technology or telehealth software.

• Nice to Have: Experience collaborating with distributed engineering and customer-facing teams.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work schedule and remote work opportunities.

• Generous paid time off and holiday policy.

• Professional development and continuous learning opportunities.

• Collaborative and inclusive company culture.