Support Engineer, Supplier

Responsibilities

• Serve as first level of technical escalation and expertise for Parachute Health’s Supplier Operational teams and customers.
• Become Parachute Health’s configuration subject matter expert for our supplier customers.
• Support Operations on both existing and new supplier implementations via call and/or email.
• Maintain our proprietary external specifications and contribute to internal documentation.
• Identify integration implementation inefficiencies. Collaborate with internal implementation teams to improve processes.
• Coordinate with Tier 3 support (product engineering) when unable to remediate an issue.
• Develop & improve processes for effective support triage & escalation.
• Serve as the Subject Matter Expert of proprietary Supplier API and SSO integrations for Operations.
• Serve as Subject Matter Expert for most common supplier ERPs such as Brightree and Bonafide.
• Provide data-driven reporting & dashboards on issues to inform prioritization & impact.

Requirements

• Comfortable being customer facing, internally and externally
• Liaison between technical and non-technical stakeholders, able to effectively communicate issues & their resolutions to both internal and external users
• 2+ years of experience working in technical customer support
• 2+ years experience with application logging and monitoring tools (e.g. Datadog, Splunk, Grafana)
• Previous experience working with customers of varying degrees of technical experience
• Strong analytical and problem-solving skills
• Strong communication skills, both internally and externally, in writing and verbally
• Highly organized, able to work on multiple issues concurrently and manage long-running requests
• Able to read technical documentation
• Understands fundamentals of web-based API integrations (REST, JSON, SOAP, CSV)
• Understands fundamentals of SSO (SAML, JWT)
• Familiar with API tools (eg. Postman, Insomnia, Apigee, Soap UI)
• Familiarity with inventory system workflows (ERP)

Nice to Haves

• Awareness of HIPAA and security best practices in relation to patient health information, personally identifiable information, and financial information
• Experience with Supply Chain Management workflows
• Experience writing workflow or sequence diagrams
• Able to read application code, interest in writing code
• Able to run Ruby on Rails ActiveRecord queries in the Rails Console

Benefits

• Medical, Dental, and Vision Coverage
• 401(k) Retirement Plan
• Remote-First Company
• Equity Incentive Plan
• Annual Company-Wide Bonus (up to 15%)
• Flexible Vacation Policy
• Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
• Monthly Internet Stipend
• Annual Home Office Stipend
• Co-Working Space Reimbursement

Salary:

Base: $90K-120K