Junior Customer Success Engineer

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

📋 Description

• Provide technical support for merchants utilizing Bask Health's telehealth software platform.

• Investigate common software issues impacting storefronts, questionnaires, checkouts, and account workflows.

• Collect pertinent information from customer-reported technical problems.

• Follow troubleshooting protocols and replicate reported issues in authorized testing environments as necessary.

• Record expected versus actual behavior, reproduction steps, testing results, and any unexpected software behavior.

• Utilize browser developer tools for basic technical investigations.

• Acquire and apply knowledge of HTTP requests, APIs, integrations, and web application errors.

• Assist with fundamental API and integration troubleshooting.

• Review technical documentation and employ approved diagnostic tools.

• Elevate complex or potentially widespread issues to senior Customer Success Engineers or Software Engineers.

• Prepare concise technical summaries for engineering escalations.

• Communicate professionally with merchants via approved support channels.

• Provide authorized troubleshooting guidance and status updates without guaranteeing unsupported fixes or timelines.

• Maintain precise technical case notes, issue records, and follow-up tasks.

• Utilize approved ticketing systems and engineering issue-tracking tools.

• Collaborate with Customer Success Managers on onboarding, adoption, configuration, and customer-related issues.

• Contribute to troubleshooting guides, knowledge articles, and internal technical documentation.

• Share recurring customer feedback and problem patterns with Product and Engineering teams.

• Adhere to privacy, security, access control, and sensitive data protocols.

• Escalate clinical, pharmacy, and compliance issues to authorized teams; do not offer medical advice or make clinical decisions.

• Engage in technical training and mentorship.

• Work collaboratively with Customer Success, Technical Support, Product, and Engineering teams.

• Take ownership of assigned technical tasks and ensure consistent follow-through.

⛳️ Requirements

• Entry-level to 2 years of relevant experience in technical support, software troubleshooting, customer engineering, IT support, or a related technical field.

• Foundational understanding of web application functionality.

• Basic knowledge of HTML, CSS, JavaScript, or similar web technologies.

• Understanding of common web application concepts including browsers, requests, responses, and errors.

• Eagerness to learn about APIs, integrations, and software troubleshooting.

• Skill in systematically investigating technical issues.

• Comfortable interpreting technical documentation and adhering to troubleshooting guidelines.

• Ability to articulate technical issues clearly and accurately.

• Strong verbal and written communication skills.

• Capability to explain basic technical concepts to non-technical clients.

• Excellent problem-solving abilities and attention to detail.

• Willingness to acquire new technical tools and software platforms.

• Ability to ask clarifying questions and identify when further assistance is required.

• Experience with web-based software and digital collaboration tools.

• Proficient in maintaining organized notes, issue descriptions, and follow-up tasks.

• Comfortable using ticketing systems or learning new support tools.

• Ability to adhere to established technical escalation procedures.

• Open to collaborating with senior engineers and implementing feedback.

• Strong organizational skills and accountability for assigned responsibilities.

• Capacity to manage multiple technical inquiries and competing priorities.

• Awareness of the significance of privacy, security, and appropriate system access.

• Ability to work independently while engaging with a remote team.

• Interest in customer-facing technical roles and SaaS platforms.

• Availability to collaborate during required U.S. Eastern Time working hours.

• Adaptability to work in a growing software company with evolving processes.

• Strong curiosity, initiative, and a desire to enhance technical skills.

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

• Nice to have: Completion of a coding bootcamp or relevant technical training program.

• Nice to have: Internship experience in technical support, software engineering, or customer engineering.

• Nice to have: Experience troubleshooting SaaS platforms or web applications.

• Nice to have: Familiarity with Shopify, BigCommerce, WooCommerce, or other e-commerce platforms.

• Nice to have: Experience supporting online merchants or direct-to-consumer businesses.

• Nice to have: Basic experience utilizing browser developer tools.

• Nice to have: Familiarity with REST APIs and HTTP status codes.

• Nice to have: Experience using Postman, Insomnia, or similar API testing tools.

• Nice to have: Basic understanding of JSON and API request structures.

• Nice to have: Familiarity with Git or GitHub.

• Nice to have: Experience writing simple scripts or working with JavaScript.

• Nice to have: Basic SQL knowledge.

• Nice to have: Experience with Zendesk, Intercom, Jira, Linear, or similar tools.

• Nice to have: Experience documenting software bugs or technical issues.

• Nice to have: Experience testing web applications or reproducing reported problems.

• Nice to have: Familiarity with online storefronts, checkout processes, and payment integrations.

• Nice to have: Experience creating technical documentation or troubleshooting guides.

• Nice to have: Interest in healthcare technology or telehealth software.

• Nice to have: Experience working on independent software projects or technical coursework.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work opportunities.

• Professional development and training programs.

• Collaborative and inclusive work environment.

• Access to cutting-edge technology and tools.