Technical Support Engineer

Hi, We are Healthee.
We're on a mission to support employees and transform their health care journey. We're building an AI powered health success platform that is designed to support every employee with healthcare benefits, navigate their plans and optimize care.
Want to join our mission-driven team? Read on.
We are looking for a Technical Support Engineer to join our team!
As a Technical Support Engineer, you will use critical thinking and problem solving skills to manage complex end user support cases. You will work closely with our enterprise customers and partner with internal teams to resolve the most complex issues.
Please note that this is a hybrid position of 3 days/week in our Buenos Aires office
About The Role

• Work closely with our enterprise customers, CSMs, Benefits Specialists, and engineers to resolve the most complex issues.
• Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels.
• Manage and solve assigned cases by providing the best support solution given the client needs.
• Investigate the root cause of issues by isolating the problem, searching application logs, and utilizing developer tools.
• Reference technical documentation and aid in building technical internal knowledge base content where gaps may be present.
• Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution.
• Develop regular reports to understand the health and quality of our platform,
• Build out systems and processes to manage tasks from report to completion. You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems.

Your Experience & Skills
3+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable
Experience with inspecting and diagnosing web-applications and/or mobile applications
Strong understanding of and experience with REST APIs and/or GraphQL API
Knowledge of Single Sign-on including OAuth, SAML, and SCIM
Ability to reproduce customer issues, perform initial triage and file bugs with Engineering
Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution.
Excellent interpersonal skills and multitasking abilities
Superb written and verbal communication skills
Positive attitude, empathy, and high energy
Ability to take initiative and adapt