Support Engineer – Veterinary HealthTech

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Implement technical onboarding processes for new Instinct clients, which include environment setup, configuration, integration establishment, and data imports.

• Oversee technical customer offboarding tasks, encompassing data exports, environment disassembly, access revocation, and closure documentation.

• Conduct structured data migrations accompanied by validation, transformation, and quality assurance checks.

• Participate in occasional live customer calls to address inquiries related to data validation.

• Take ownership of, triage, prioritize, and resolve technical issues escalated by the Customer Experience team.

• Diagnose problems related to environment configuration, integrations, bulk data updates, and platform-level challenges.

• Collaborate with Customer Success Managers and Implementation Managers to comprehend requests and convey resolution timelines and technical outcomes.

• Maintain documentation, runbooks, and configurations specific to customers.

• Analyze recurring tickets and create tools, automation, or documentation enhancements.

• Adjust to new tasks, priorities, and projects as the needs of the organization evolve.

⛳️ Requirements

• Practical experience with AWS to verify environment changes and conduct smoke tests.

• Familiarity with AWS services such as RDS, S3, EC2, and ECS.

• Proficient in creating, reviewing, merging, and validating GitHub pull requests.

• Outstanding written and verbal communication skills in English.

• Ability to lead customer calls and articulate technical concepts in straightforward language.

• Capability to draft comprehensive documentation.

• Knowledge of data privacy best practices.

• Understanding of least-privilege access principles.

• Familiarity with secure data handling protocols.

• Hands-on experience with ticketing/helpdesk platforms like Jira, Intercom, Front, or similar.

• Background check required as a condition of engagement due to production access.

• Familiarity with Terraform is a plus.

• Basic understanding of Kubernetes is a plus.

• Experience with Helm is a plus.

🏝️ Benefits

• Fully Remote Work

• Highly Competitive Salary in USD

• Paid Time Off

• Work with Autonomy

• Collaboration with Leading American Companies

• Engagement Activities

• Work-Life Balance

• Diverse, Global Network

• Teamwork with a Multicultural Group

• Collaboration with Senior, Experienced Professionals