Senior Support Engineer

1. About Our Client:

The organization operates in the healthcare technology sector, focusing on modernizing healthcare delivery outside of hospital settings. It addresses the limitations of traditional electronic health records (EHRs), which have been primarily designed for billing rather than improving patient outcomes and provider experiences.The organization offers an API-first, ONC-Certified EHR platform that supports a wide range of functions including scheduling, patient engagement, and billing, all accessible through modern APIs and customizable interfaces. This platform is used by thousands of healthcare providers serving over 17 million patients across more than 25 specialties. With over 2 billion API calls monthly, the organization supports scalable and collaborative care delivery models aimed at improving clinical excellence and access to healthcare.

2. About the Opportunity:

The Senior Support Engineer is responsible for resolving complex technical issues to ensure a smooth and reliable experience for the platform’s users. This role involves deep engagement with the codebase, bug investigation, and cross-functional collaboration to prevent disruptions in healthcare delivery. The position contributes by building tools to reduce support ticket volumes, enhancing documentation, developing automations, and improving workflows. It requires applying full-stack development skills to strengthen the platform’s functionality and directly impact healthcare providers’ ability to deliver care effectively.

3. Responsibilities:

• Resolve complex technical issues affecting users
• Investigate and fix bugs in the platform's codebase
• Build tools and automations to reduce support ticket volume
• Collaborate with engineering teams and other departments to solve problems
• Improve support documentation and internal workflows
• Troubleshoot customer issues with a full-stack technical approach
• Share insights and develop long-term solutions for recurring problems

4. Requirements:

• 2–3 years of experience as a full-stack software engineer or equivalent technical role
• 2–3 years of experience in a customer-facing technical position
• Strong knowledge of Ruby on Rails and React, or similar technologies
• Foundational understanding of relational databases and APIs
• Experience building support tools, internal or external
• Client-facing experience preferred, ideally in a fast-paced startup environment
• Detail-oriented with a commitment to quality in customer-impacting work
• Ability to troubleshoot complex systems and resolve issues under ambiguity
• Effective communication of technical concepts to varied audiences
• Proactive in identifying patterns and implementing long-term improvements
• Passionate about healthcare and motivated to improve patient and provider experiences through technology

5. Pay Range and Compensation Package:

• Salary range: $160,000 to $190,000, plus annual company bonus and benefits
• U.S. work authorization required; no sponsorship provided

6. Equal Opportunity Statement:

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.