Technical Support Engineer

***PLEASE NOTE: EASTERN DAYLIGHT ARE PREFERRED BUT NOT REQUIRED***

At Glooko, our mission is to improve the lives of people with diabetes by using data and technology to create and deliver actionable insights. We welcome all people, including individuals from non-traditional backgrounds. Historically marginalized or underrepresented groups are strongly encouraged to apply. We embrace diversity and understand that talent and drive can be found across people from all walks of life.

Job Responsibilities:

Our Technical Support Specialists are experts on Glooko’s platform, partner connectivity/APIs, and cloud services. This is complex work, offering team members personal and professional development that most support teams are never exposed to. The support will require you to understand Glooko’s mobile and web apps, the Glooko transmitter, medical device upload methods, and compatibility with other manufacturer products such as blood glucose meters and insulin pumps. You are responsible for troubleshooting complex issues, handling customer escalations, and writing and executing tickets for Engineering and Product. You will also create troubleshooting SOPs and workflows, develop ticket tracking and deployment boards, and administer application integrations.

Primary Tasks:

• Troubleshoot escalated issues, read diagnostic logs from customer’s devices, and work with other departments to fix bugs and complaints
• Handle ticket escalations from your Tier 2 Support colleagues
• Advocate for the customer and their feedback to the Product, Quality, and UX teams
• Improve the customer experience through communication, process improvement, and tools/automation
• Collaborate with Knowledge Management as needed to create and/or update technical documentation
• Apply Production Change Controls to production instances, troubleshoot integration issues with partners, be an SME expert on external interfaces
• Help with Clinical Research implementations
• Participate in additional projects within the Support team or cross-functionally, as needed

Educational Requirements:

• B.S. degree in Computer Science, Information Technology, Electrical Engineering, or similar field

Experience and Competency Requirements:

• 3+ years of technical support experience
• Experience with Papertrail (or other logging systems), Rails admin console, Python script, SQL, RESTful or SOAP API (REST preferred), and REST clients like Postman, SOAP UI
• Experience 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
• Understanding of what it's like to be on-call and can jump into a complex situation and make sense of (and communicate clearly to stakeholders) what's going on

About Glooko:

There are over 420 million people in the world with diabetes, and Glooko helps them, as well as their physicians and care team, manage the disease more easily and cost-effectively. Glooko is the UnifiedPlatform for Diabetes Management and provides an FDA-cleared, HIPAA-compliant Web and Mobile (iOS and Android) application for people with diabetes and the clinicians who treat them. The platform seamlessly unifies data from over 80 of the leading blood glucose meters, insulin pumps, continuous glucose monitors, activity trackers, and biometric devices to deliver insights that improve personal and clinical decision support. Glooko’s mobile app and web dashboard enable patients to easily track and proactively manage all aspects of their diabetes care. Glooko’s Population Tracker and APIs offer diabetes-centric analytics and supply insightful reports, graphs and pattern-triggered notifications to patients, health systems, and payers. The Glooko platform also allows customers and third-party developers to create branded modules for Glooko users. Glooko has a global footprint and is funded and managed by visionary technologists and leaders in healthcare.

Glooko's Benefits Include:

• Have a meaningful impact on people’s lives
• Competitive salary based on experience and geographic location
• Pre-IPO stock incentives
• Full benefits: medical, dental, and vision
• Annual reimbursement on fitness expenses (gym memberships, running shoes, yoga classes, etc.)
• 401(k) matching program
• Valuable experience in the rapidly growing mobile health industry

Glooko provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, or disability. In addition to federal law requirements, Glooko complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Posted positions are not open to third-party recruiters/agencies, and unsolicited resume submissions will be considered free referrals.