Customer Support Engineer

Health Gorilla is hiring a hands-on Customer Support Engineer who is passionate about helping our customers maintain their use of Health Gorilla's products. You will report to the Director of Technical Services and will be the connection point between several teams at Health Gorilla in the context of customer-reported challenges, including Product, Engineering, Customer Success, and our Integration Engineers. Your technical skills will allow you to diagnose customer-reported issues and resolve or escalate them. You will become an expert in Health Gorilla's technical platform, its troubleshooting tools, and our product functionality. You will take a big-picture approach to each customer's challenges, identifying patterns, product enhancement opportunities, and documentation enhancement needs.

• Become an expert in the Health Gorilla technical platform and product functionality
• Apply technical experience to diagnose and resolve customer-reported issues
• Work with the Engineering team to resolve complex issues requiring new development or advanced troubleshooting, tracking progress and keeping the customer updated throughout
• Identify patterns in customer-reported issues and propose potential solutions to the Product team
• Assist in the creation and upkeep of both internal and customer-facing documentation related to technical topics

• 5+ years of experience in a customer support role
• 5+ years of experience in a technical role such as software development, database management, or solutions architecture
• Understanding of APIs and common interface standards in a healthcare context
• Knowledge of data exchange formats (XML and JSON)
• Prior experience working with HL-7 and FHIR interfaces
• Understanding of SQL and NoSQL databases
• Strong troubleshooting skills
• Ability to read systems and applications logs and interpret their content
• Experience coordinating across multiple teams to resolve customer support issues
• Must be authorized to work in the US without sponsorship.

What You Will Love About Us!

• Health Gorilla takes a market-based approach to pay, and the base salary range for this role is $128,000 to $176,000, based on experience and geography. Please note that ranges may be modified at any time, and there is no guarantee offers will be at the top of a posted range.
• Discretionary bonus eligibility
• New hire stock option grant
• 401(k) plan with 3% matching
• Unlimited PTO plus 12 Holidays
• Medical, dental, and vision insurance for you and your family
• Short-, long-term disability, and life insurance
• Optional: Pet Insurance, Legal Services, and Credit Monitoring
• Mental health and wellness support
• Paid parental leave (up to 12 weeks)
• Monthly stipend for phone and internet
• Use of an Apple Laptop plus a $400 stipend for additional equipment
• Annual learning & development reimbursement (up to $1,200 per year)
• Flexibility to work remotely from anywhere in the US

Beware of job scams:

• We will only contact you from our @healthgorilla.COM email address and communicate via phone or zoom
• We will never ask you for money or to purchase items such as a laptop to work with us
• If your resume has your home address listed, we recommend replacing with just a city, state