Technical Support Engineer

OUR  MISSION

Thyme Care is the leading value-based cancer care partner, collaborating with payers and providers to transform the experience and outcomes for individuals living with cancer. The company partners with health plans, employers and risk-bearing providers to assume accountability for enhanced care quality, improved health outcomes, and reduced total cost of care. Thyme Care's approach combines a technology-enabled Care Team and seamless integration with providers, creating a hybrid collaborative care delivery model that guides and supports the entire patient journey. Thyme Care empowers over 300 oncologists nationwide through purpose-built tech, advanced data analytics, and virtual patient engagement, driving better care and outcomes in value-based arrangements. Thyme Care is a founding member of CancerX, and is backed by leading investors. To learn more about how Thyme Care is enabling the shift to value-based care in oncology, visit www.thymecare.com.

WHAT YOU’LL DO

As a Technical Support Engineer (TSE), you will work closely with Engineering, Product, and Product Ops to diagnose and triage technical issues from our Care Team users and work with our engineering team to identify and implement fixes and minor improvements. You will be the first line of technical support for our Care Team, to help our users have an excellent customer service experience and help our engineering team build our product better and faster.

As Thyme Care’s first TSE hire, you’ll also work closely with stakeholders to help define processes for the TSE function and improve how we support the Care Team. As Thyme Care builds out more product offerings, you will help support users of those applications as well.

You will be working within the broader Engineering organization, reporting to an Engineering Manager working on our product. 

After your first three months on the job you’ll have:

• Learned the core workflows and functionality of our flagship tool, Thyme Box
• Consistently worked with Product Ops and Care Team members who use Thyme Box to diagnose technical issues, leveraging browser developer tools and logs
• Identified and added technical details to bug tickets, reproduced bugs in a dev environment, and worked with your engineering manager and the Product team to triage which issues to work on
• Contributed code that implements many small bug fixes and improvements for issues our Care Team is facing
• Pair programmed with several engineers while diagnosing and fixing issues
• Escalated major issues to the appropriate engineering teams and dug into our alerting and logging infrastructure to help identify technical root causes
• Helped manually QA new and existing features within the application, filing bugs to triage as you find them
• Wrapped your head around our business model at a high level and the challenges that our care team face at a deep level

After six months you’ll have:

• Helped build out our technical support processes alongside Product Ops and Engineering 
• Proactively identified small wins to improve the user experience in the application 
• Built a best-in-class customer service experience for internal users and Product Ops when they are having technical issues with our applications
• Written thorough support documentation for Product Ops and other engineers on how to solve common technical user issues

Once you’re in the swing of things, your work breakdown may be roughly as follows, though it will likely ebb and flow with each week:

• Technical support, investigation, and bug prioritization (40%)
• Bug fixes (30%)
• Small feature changes (10%)
• Professional development (10%)
• Team activities (5%)
• Manual QA (5%)

WHAT YOU’VE DONE

• You have proficiency with JavaScript + web debugging (web console, inspecting network calls)
• You’ve built features within an application with at least one web framework (React, Vue, etc.) in any setting
• You have proficiency with either Python or Vue 
• You have basic familiarity with SQL (ability to run SELECT and JOIN statements)

Additionally, at least one of the following:

• You have a year or two of experience in a professional role requiring programming 
• You have a technical customer service background (e.g. IT support)
• You’ve used JavaScript, Python, and/or SQL in a professional environment
• You’ve worked with in healthcare settings or with healthcare applications before

The best candidate for this role is either a proven support engineer who wants to help define our technical support systems over time, or an early career technologist who is self-motivated to learn quickly, has strong communication skills, and passions for customer service and learning quickly.

WHAT LEADS TO SUCCESS

• Superb Communication. You should be a strong and empathetic written communicator. You should be able to work live and asynchronously with non-technical users to gather details on issues and be able to effectively communicate those issues in technical terms to the engineering team. 
• Top-notch Customer Service. You should be able to work with a variety of stakeholders and users to empathetically understand their issues, document and communicate those issues, and work with various teams to identify and communicate workable solutions.
• Debugging Skills. You enjoy digging into the technical cause of issues and spelunking through logs and the browser console to understand what might be going wrong. You like figuring out how to reproduce issues with the least steps possible to help diagnose what’s going on.
• Curiosity. You have a drive to understand how things work and love sharing that knowledge with others. (Find out more about engineering team’s culture of learning here!) You enjoy working on and quickly learning about new parts of systems that you haven’t worked with before.
• Comfort wearing many hats. You enjoy doing many different things over the course of your job and switching contexts as needed. Being in a support role, you love supporting users first-and-foremost while also moving forward other projects.
• People-first. Thyme Care’s mission and members matter to you, deeply.

OUR VALUES

At Thyme Care, our core values—Act with our members in mind, Move with purpose, and Seek diverse perspectives—guide us in everything we do. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

We are committed to promoting the health and well-being of all individuals. As a provider of cancer care navigation, we recognize that those with cancer constitute a vulnerable population at risk of contracting COVID-19.  As such, Thyme Care employees are expected to be fully vaccinated against COVID-19 as defined by the Centers for Disease Control and Prevention, subject to conflicting laws and exemptions based on medical or religious objections.

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Thyme Care employees. In accordance with New York City law, the base salary for this role if filled within New York City is $110,000-$140,000. The salary range could be lower or higher than this if the role is hired in another location. We also believe that your personal needs and preferences should be taken into consideration so we allow some choice between equity and cash.

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal opportunity employer.