Software Support Engineer (Hybrid Position)

At Relatient we're on a mission to make access to healthcare simpler.

/We partner with leading health systems and medical practices - comprising more than 40,000 providers across the US - to optimize every step of a patient journey, from alerting patients to needed care, helping them find the right provider, scheduling appointments across multiple channels, and engaging with patients throughout their care journey via text, email, and chat. Our solutions reduce delays in care, improve communication, and enhance both the provider and consumer experience. We've been recognized as a Forbes Top Startup, Deloitte Fast 500, and Inc 5000, among other honors, for our rapid growth, innovative technology solutions, and energetic workplace culture.

We're looking for a dedicated, high performing Software Support Engineer to join our growing team. As a Software Support Engineer, you will focus primarily on resolving technical issues related to enterprise SaaS implementations, 3rd party integrations, general functionality, and platform / product upgrades. The right candidate thrives on diving into problems that are varied and complex in nature, often crossing multiple systems. To excel in this role, the Software Support Engineer will need to operate successfully in a rapid-paced environment while maintaining a calm composure and interacting in a professional manner with clients. The Software Support Engineer is a critical member of our Client Success team and, by taking clear ownership of issues, ensures we deliver on our commitment to quality and a positive experience for our growing client base.

Key Responsibilities

• Work closely with our client support teams to assess, diagnose and resolve technical issues at the application level
• Optimize application performance, troubleshoot integration issues, and identify and implement network solutions as needed
• Use debugging programs like Kibana to help resolve issues (including using these tools in various applications)
• Understand internal roles and individual expertise so as to proactively seek input and help from additional team members when needed
• Manage client expectations appropriately and communicate effectively even during difficult conversations (including but not limited to setting expectations for callbacks and follow-up regarding their issues along with maintaining complete and accurate log of customer interactions and technical details)
• Provide feedback to product and engineering teams to guide prioritization and definition of product enhancements
• Maintain a high degree of urgency with clear prioritization across multiple projects and tasks that will be ongoing at any given time

Skills and Qualifications

• Familiarity with various operating systems (such as Linux and Windows) and VPN configuration, knowledge of SQL, and experience with AWS
• A demonstrated track record of accomplishing goals and meeting deadlines
• Client support or customer service experience
• Strong analytical, troubleshooting, and problem solving skills that enable you to "connect the dots" and get to root cause of problems as well as to understand the wider impact on various sub-systems
• Strong verbal and written communication skills; inherent understanding of the role and value of internal and external communication
• Consistent attention to detail and strong prioritization skills that allow you to juggle multiple work streams and tasks
• Curiosity and ability to learn new skills without clear direction at all times; comfort with ambiguity and a changing environment
• Ability to work independently and proactively while working collaboratively across teams

Requirements

• Bachelor's degree with degrees in Computer Science, Engineering, Mathematics or a related field preferred
• 2-3 years experience in IT Support or similar role

Travel or Other Requirements (if applicable)

• Weekend and/or after hours work may be required

Relatient is an equal opportunity employer. To learn more about our company, visit www.heydash.com.

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