Customer Support Engineer

As a Customer Support Engineer at DeepHealth, you will play a critical role in liaising with members from Sales, Professional Services, and Development to assist in resolving a wide variety of customer issues. You would be responsible for ensuring the success of our customers by effectively providing dependable and timely resolution to the cases. You have a chance to help them! 

As a Customer Support Engineer at DeepHealth, you would be responsible for ensuring the success of our customers by effectively providing dependable and timely resolution to the cases. You have a chance to help them!  

• Represent DeepHealth as the first point of contact for customer’s technical requests.  

• Review and research customer issues to determine and provide the best resolution.  

• Develop and maintain technical expertise in assigned areas of product functionality and utilize it effectively to help customers.  

• Resolve customer issues efficiently and effectively.  

• Research, document, and escalate cases according to procedure. 

• Provide customer-driven feedback to functional areas in order to influence process/product improvements.  

• Author technical documents on common issues and solutions in order to build the knowledge base. 

PLEASE NOTE:  This is not an exhaustive list of all duties, responsibilities and requirements of the position described above.  Other functions may be assigned and management retains the right to add or change duties at any time. 

Minimum Qualifications, Education and Experience  

• 2+ years of working experience in a similar role  

• Experience writing support content.  

• Experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team, and case resolution.  

• You're a natural communicator and delight in using those skills to help others, you love exploring new technologies and figuring things out the hard way and enjoy solving many small problems per day.  

• Experience in working inside a strong regulatory framework and disciplined about complex testing needs  

• Experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.  

• Exceptional attention to detail in not only technical work but documentation and clear communication 

• Ability to make well-reasoned trade-offs between velocity and quality, understanding when to work for higher quality and when to optimize for time-to-market  

• Experience using support platforms such as ZenDesk and Salesforce.  

• Excellent spoken and written English  

• Experience in the Healthcare industry is a plus  

• The position reports to the Senior Manager Customer Support