Support Engineer

Location: Atlanta, GA

Department: Engineering

Type: Full Time

Min. Experience: Experienced

Support Engineer

OVERVIEW

At Patientco, we are building the future of healthcare payments. Our technology is helping create a better payment experience for patients and in turn, providing incredible value to healthcare providers across the U.S.  Whether you are customer facing or working diligently behind the scenes, everyone at Patientco plays a vital role in improving the healthcare experience of millions of people. It’s a big job, but we wouldn’t have it any other way!

As the Support Engineer you will be an integral part of the Engineering and Support teams, and will serve as the "Engineering Detective" to get to the bottom of complex, technical support issues that are escalated from our customer support teams. The Support Engineer investigates and resolves user-facing issues across a diverse array of systems, integrations, technologies, and use-cases.  We work directly and cross-functionally with the engineering, product, and customer support teams to ensure that issues uncovered are fixed and knowledgebases are updated to more quickly resolve future incidents. This role is designed to be an escalation point and the resolution point for customer escalations.

You should have a love of problem solving and should be used to being the person that everyone else goes to with the hard questions.  You should have experience working with software, databases, web technology and applications, external networks, firewalls, etc. because you will be responsible for diagnosing issues that occur at each step of our technology flow and integration with clients.

Does that sound like you? Read on!

KEY SKILLS YOU SHOULD HAVE

  • Experience automating and supporting critical business processes in production.
  • Ability to read front end and back end code.
  • Strong ability to communicate, both written and spoken, with technical and non-technical individuals.
  • Ability to gather and interpret relevant data and information to investigate and accurately triage issues.
  • Ability to use inductive reasoning, think analytically, and to confidently make decisions under time pressure.
  • Strong work ethic and team player .
  • Highly organized and self motivated .
  • Prioritizes and effectively can multi-task multiple projects with high business priority.

PRIMARY JOB RESPONSIBILITIES

  • Diagnose and troubleshoot a broad array of technical issues including product bugs, integration failures, configuration problems, system outages, firewall issues, hardware mishaps, browser compatibility problems, and cascading failures.
  • Directly fix issues and defects in configuration and systems where possible.
  • Analyze technical issues and employ mechanisms to replicate issues to ensure proper diagnosis and resolution.
  • Coordinate with product and engineering to remediate product defects.
  • Collaborate and provide input on future processes and technical support guides with new product roll out
  • Provide clear documentation of issues and collaborate with cross-functional teams to ensure learnings are cascaded.
  • Grow and scale support capabilities by updating knowledgebases and troubleshooting guides that makes it easier for greater self service.

EDUCATION AND RELEVANT EXPERIENCE

  • Bachelor’s Degree in Computer Science, Engineering, or Information Technology or equivalent experience required.
  • 3+ years of experience in a support engineering role with internal and customer facing experience required
  • Experience in healthcare or fintech preferred
  • Experience with SaaS web applications and high-availability systems
  • Ability to write SQL queries and understand a relational database

WE VALUE

We are a team at Patientco and that’s not just some corporate mumbo jumbo. We expect a ton out of everyone here but that’s what makes it great. The whole is far greater than the sum of its parts. We value excellent communication and collaboration skills, creative problem solving, empathy, open mindedness, extreme attention to detail, a healthy dose of grit and a good sense of humor.

SWEET PERKS

We take care of our own at Patientco. Some of the highlights include our infamous “Free Food Fridays”, casual dress code, no vacation tracking, monthly social events, and of course a full benefits package including health/dental/vision/401k. Bottom line: it’s a great place to work!

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