Client Success Engineer III (Advanced Support)

mPulse Mobile

39d • Remote

About The Position

The Client Success Engineer III (Advanced Support) role brings senior-level technical depth to the team. In addition to owning complex escalations and deep troubleshooting, these engineers drive continuous improvement in system reliability, develop operational workflows and scripts, and mentor junior engineers. Their presence is critical to managing the increased complexity introduced by the North and East transition.

Requirements

• Strong knowledge of and working experience with cloud-native architectures, database solutions, distributed systems and advanced programming concepts
• Ability to collaborate with and drive initiatives with a cross-functional teams
• Proven expertise in designing and managing Product Support teams for HealthCare Technology Systems.
• Strong skills with advanced SQL and APIs
• Hands-on experience supporting high-traffic Health Care Web Sites and Systems.
• Strong communication abilities to create client-facing responses.
• Strong problem-solving skills with a focus on deep technical troubleshooting and continuous improvements in system reliability
• Ability to manage multiple open issues and prioritize effectively
• Proficiency in leveraging observability and monitoring tools for proactive system health management.
• Skilled in script development, escalation response, and operational workflows.
• Strong communication abilities to articulate complex technical concepts to diverse stakeholders.
• Demonstrated success implementing and optimizing Product Support Escalation and On Call Coverage
• Bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience
• 6-8 years' experience in technical client Support, technical product support
• Hands-on experience with cloud platforms (AWS, Azure, or GCP)
• 4-6 years' Experience with any of these database technologies, such as SQL, Elasticsearch, Open Search, PostgreSQL or Kibana, mongoDB, Oracle , mySQL
• Experience with web development technologies including Java, Pearl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, K8S.
• Working experience with monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager, Grafana)
• Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce)

Nice To Haves

• Familiarity with healthcare IT systems or HIPAA compliance is a plus
• Familiarity with HL7/FHIR standards, TCP

Responsibilities

• Diagnose and solve technical problems reported by customers or internal teams.
• Communicate with customers via tickets, emails, and working session calls, guiding them through solutions and providing technical support.
• Perform deep technical troubleshooting to investigate the root cause of issues, document solutions, and create knowledge bases for future reference.
• Monitor systems for potential issues and proactively address them to prevent downtime
• Collaborate with engineering, product management, and customer success to identify solutions and implement improvements, escalate issues and track defect fix delivery
• Develop and maintain accurate and comprehensive documentation, knowledge base articles, and training materials.
• Provide On call support in rotation with rest of the team members
• Mentor junior engineers on the team.

Benefits

• Remote-First & Flexible PTO
• 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance.
• 401(k) + 4% Match — with financial advisors to help you plan
• 6 Weeks Parental Leave
• Invest in You — 30-60-90 day plans and frequent training
• Culture of Recognition — peer-to-peer bonuses & team celebrations

What This Job Offers

• Job Type: Full-time
• Career Level: Senior