Support Engineer

About the Opportunity:

Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales, customer data is the raw material for each function at a modern business.

For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.

Something as simple as running ads to get more users is simple for an e-commerce or software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.

This organization provides a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, customers can continue getting the insights they need to improve the patient experience. For marketing, the program safeguards health information while helping customers promote access to care through popular advertising platforms like Facebook, Google, and others.

In short, this team helps healthcare marketers promote access to care and safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20 percent of the US GDP).

Customers manage their customer data with:

• Privacy Platform. This team helps healthcare providers automate their website’s and app’s HIPAA compliance, and safeguard patient data. This is the core product today

• Future additional product lines. The core product provides a platform that marketing applications are being built on top of.

This organization is fully remote. If you strongly value in-person work, this team is likely not the best fit for you. Even though location does not matter, hiring is only within the US. Many team members are concentrated in various metro areas like SF or NYC. To balance out remote-ness, the team gathers 2 times per year for offsites. The organization is backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.

Who the Team Is:

The organization was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. The team started as part of Y Combinator’s S19 cohort and has been focused on enabling healthcare companies to collect, safeguard, and activate patient data since.

In 2022 the government issued updated guidance around HIPAA, basically making this software a requirement to use for healthcare companies. As a result, this organization is one of the fastest growing software companies on earth right now.

The team has deep analytics and growth experience, with all members coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool. If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then this team is your home.

In this role you will:

• Own the resolution of assigned customer issues from end to end

• Research, address, and resolve a diverse range of technical customer issues

• Dig into the code base and architecture, understand how things are done, and use that knowledge to guide customers and resolve issues for them

• Work with Go, TypeScript, and SQL to diagnose and resolve customer issues

• Ensure that customers receive prompt and effective technical support that meets their needs and exceeds their expectations with a very technically complex product

• Work closely with Engineering, Customer Success, and Account Management teams to provide the best technical support to customers

• Contribute to comprehensive technical documentation to ensure clarity and accessibility to customers on how the product works

• Contribute to internal documentation to keep runbooks and procedures up to date and to share knowledge with the team

• Provide expert technical support for the entire life cycle of the customer, from pre-sales and onboarding and on

• Act as the voice of the customer based on your frontline knowledge of customer needs, working alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy

• Clearly communicate customer issues that require visibility internally and externally in a way that both technical and non-technical teams can understand.

Requirements:

What You’ll Bring

• Minimum 2 years of experience in a technical role as a support engineer, solutions engineer, software engineer, or similar

• Minimum 2 years of experience in a customer facing role

• Experience with modern programming languages, such as Go or JavaScript, meaning you can write code

• Proficiency in front and back end technologies

• Demonstrated ability to research a problem thoroughly and figure things out independently in order to troubleshoot and resolve technical issues efficiently, but not afraid to ask for help to get the customer what they need.

• Strong communication skills and intuition for communication strategy at every level within teams, within the organization, and to customers.

• Detail oriented with superior organizational skills, balancing multiple projects, deadlines, and requests should be second nature.

• High empathy and care about the customer experience. Ability to talk to customers and help them resolve their technical issues and assuage any concerns they have with the product.

• Deeply curious, empathetic, and user-centric, with a knack for sharing customer insights across the rest of the team.

• Ability to get things done fast. Ability to learn fast and get up to speed quickly on new tools and technologies. Take ownership and solve problems when seen.

• Not the sort of person who needs to be told what to do, able to figure things out independently and prioritize ruthlessly when