Technical Support Engineer, Tier 3

Is it possible for you to openly access your company’s financial data, or HR records? No, of course not. Did you know, however, that in hospitals across the country, any doctor, any nurse, or any person from any department with computer access can easily review your healthcare information? I know what you're thinking, and you're correct. Yes, that is a privacy violation; and there were 40 million of these breaches in 2020 alone. Crazy, right? This is the problem smart people (like you!) can solve.  

The Protenus Healthcare Compliance Analytics platform is powered by artificial intelligence (AI) that ingests robust, unique data feeds to provide visibility into potential patterns of suspicious behavior that may otherwise go unnoticed. Our AI and advanced analytics empowers subject matter experts to mitigate and ultimately reduce organizational risk  — whether it's an employee improperly accessing patient records, or a clinician diverting medications — in an efficient, accurate and scalable manner.

We’re looking for a client-focused Tier 3 Technical Support Engineer who is enthusiastic about learning and contributing to the customer delight mission of the Protenus Technical Operations Team. Some of your responsibilities will include troubleshooting and support to resolve customer issues (over phone, email, and web), documenting an internal knowledge base of common customer issues/solutions, optimizing the Protenus Zendesk and Jira environment workflows, and building a culture of world-class customer support. 

The Tier 3 Technical Support Engineers collaborate internally with other members of the Technical Support team (Tier 1 and Tier 2) and with other customer-facing teams to develop a complete understanding of the issue at hand, and advocate for the customer to ensure an accurate and timely resolution. Tier 3 Technical Support Engineers are self-starters and owners, leveraging their knowledge of technical tools, our customers, and our product to strive for the best possible outcome on every issue they are responsible for; they are attentive to detail, analytical, and highly empathetic in their approach to our work. Tier 3 Technical Support Engineers are able to balance competing priorities, independently manage their workload, and are team players committed to Protenus’s mission and goals.

One of the more exciting components of this role is that it has strong potential for upward mobility at Protenus. We are looking for someone who is interested in learning and developing their technical skills on the support team and that can grow into a role on our Engineering or Development Operations teams after only a couple years in the role. This is a great opportunity for someone who enjoys customer interaction, values cultivating interpersonal relationships (with colleagues and clients), and building trust through empathy. 

Responsibilities:

• Ensure all customer issues are diagnosed and addressed in a timely manner, in accordance with Service Level Agreements (SLAs). 
• Interface with customers to troubleshoot access and data delivery issues, and issues with the Protenus user interface.
•  Identifying, reproducing, and escalating product defects to engineering teams. Along with documenting requests reported by customers in the Jira ticketing system.
• Able to use dev or test environments to reproduce customer reported issues and capture logs and errors. 
• Participate in testing and QA of the product before major feature releases.
• Work with Customer Success Managers to mitigate potential risks to a customer relationship before they become an issue. 

Qualifications:

• Bachelor's Degree in Computer Science/Engineering or equivalent practical experience
• 5+ years of experience in Customer Support, Technical Support, Software Development, or Healthcare SaaS Support, preferably customer-facing roles
• Being able to analyze and understand code bases to identify potential bugs 
• Proficiency operating from the command line (e.g. bash, zsh, powershell) to interact with files, data, and command-line tools
• Proficiency with programming languages such as Java Script, react.js, Scala, Java, and Python
• Past experience with queries on relational (SQL, MS-SQL, Oracle) or non-relational databases (MongoDB). 
• Preferred experience in ZenDesk 
• Capacity to collaborate across engineering teams to resolve issues
• Healthcare data experience preferred including knowledge of patient privacy (HIPAA and PHI) and EMRs or EHRs
• Professional communication skills - written and verbal - that demonstrate an ability to work well on a team and with both technical and non-technical customer contacts
• Ability to think creatively about ways to solve customer problems and increase the level of satisfaction over time

Location: Anywhere within the United States. We are a virtual first organization.

Sponsorship: We are unable to offer visa/green card sponsorship at this time.

About Protenus

Our HQ is located in the Fells Point area of Baltimore, MD. We love our office and hope you will too, but we won't require you to work from there. We made the decision to be a "virtual first" organization in early 2021. Even after COVID is a thing of the past, we will remain virtual first. If you live in the area and would like to come in, great! If you are in town to meet with your team, even better! We welcome you (and dogs) anytime. We operate with "big person rules" and let you make the decision about what works best for you, your life and your family. Results > Location