Customer Engineer, AI & Integrations

Bask Health

About The Position

Bask Health is hiring a customer-facing technical engineer to help merchants implement, configure, troubleshoot, and adopt supported AI capabilities and third-party integrations on its telehealth software platform. The role combines integration engineering, SaaS troubleshooting, technical onboarding, and customer enablement. It works directly with customers and in partnership with Customer Success, Product, and Engineering to investigate technical problems and help customers use supported platform capabilities effectively. The engineer supports integration onboarding and testing, reviews technical requirements and documentation, troubleshoots API, webhook, data-mapping, synchronization, and AI-workflow issues, and records implementation outcomes. The role prepares reproducible bug reports and escalations, contributes to API documentation and troubleshooting resources, validates fixes in approved environments, and communicates technical findings and limitations clearly to technical and non-technical stakeholders. The position requires careful handling of credentials and sensitive configuration data, adherence to security, privacy, access-control, and change-management procedures, and escalation of privacy, security, clinical, pharmacy, or compliance concerns to authorized teams. The engineer does not provide medical advice, make clinical decisions, or independently approve prescriptions or regulated healthcare activities. Success means helping customers complete supported integrations, resolving technical obstacles, improving implementation documentation, and providing reliable guidance within approved product and operational boundaries. The role requires availability to collaborate during U.S. Eastern Time working hours.

Requirements

At least 3 years of relevant experience in Customer Engineering, Solutions Engineering, Integration Engineering, Technical Support Engineering, or a related technical SaaS role.
Hands-on experience supporting or troubleshooting software integrations.
Strong understanding of REST APIs and HTTP fundamentals.
Experience investigating API authentication and authorization issues.
Ability to read and interpret JSON payloads and API responses.
Experience using Postman, Insomnia, curl, or similar API testing tools.
Familiarity with webhooks and event-driven integration concepts.
Ability to troubleshoot software configuration and integration problems and understand common web application behavior and error handling.
Comfort reading technical documentation and investigating unfamiliar systems.
Ability to document technical problems clearly and accurately and prepare reproducible bug reports and engineering escalations.
Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical customers.
Experience working directly with customers or external technical stakeholders.
Ability to gather technical requirements and identify implementation dependencies.
Strong problem-solving skills and attention to detail.
Ability to manage multiple technical investigations and implementation tasks.
Comfort collaborating with Customer Success, Product, and Engineering teams.
Understanding of secure API credential handling and access-control principles.
Willingness to learn AI-enabled software functionality and integration patterns.
Ability to recognize technical limitations and communicate them accurately.
Understanding of privacy and secure information handling, and ability to follow established escalation and engineering change procedures.
Availability to collaborate during required U.S. Eastern Time working hours.
Strong initiative, accountability, ownership of technical problems, and comfort working in a growing software company with evolving technical requirements.

Nice To Haves

Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field.
Experience supporting AI-enabled SaaS products or AI API integrations.
Familiarity with large language model APIs and related application workflows.
Experience integrating with OpenAI, Anthropic, or other AI service APIs.
Understanding of AI output limitations, testing, and evaluation concepts.
Experience using JavaScript, TypeScript, Python, or similar languages for troubleshooting and scripting.
Experience working with Shopify, BigCommerce, WooCommerce, or other e-commerce platforms.
Familiarity with merchant storefronts, checkout flows, and subscription businesses.
Experience supporting payment, CRM, or marketing automation integrations.
Familiarity with OAuth and common API authentication patterns.
Experience troubleshooting webhook delivery and event-processing failures.
Basic SQL knowledge for investigating application data.
Experience using Git or GitHub.
Familiarity with logging, monitoring, and observability tools.
Experience using Jira, Linear, Zendesk, or similar tools.
Experience creating API documentation or technical onboarding guides.
Experience supporting enterprise or complex SaaS implementations.
Familiarity with data privacy and security requirements in regulated environments.
Experience working with healthcare technology or telehealth software.
Experience collaborating with distributed engineering and customer-facing teams.

Responsibilities

Support technical onboarding for customers implementing Bask Health integrations.
Help customers configure and troubleshoot supported third-party software connections.
Investigate API authentication, authorization, request-handling, response, webhook, data-mapping, formatting, and synchronization issues.
Review technical requirements and identify implementation dependencies, limitations, and risks.
Explain supported integration capabilities, configuration steps, and limitations to customers.
Participate in customer technical onboarding calls and implementation discussions.
Support approved integration testing and validation, document outcomes and unresolved issues, and assist with validating fixes in approved environments.
Prepare detailed engineering escalations and reproducible bug reports; collaborate with Engineering on complex integration problems.
Support adoption of approved AI-enabled platform features, explain documented configuration requirements and limitations, and investigate AI-related technical issues.
Document unexpected AI behavior and coordinate with Product and Engineering on AI-related investigations; escalate sensitive issues appropriately.
Contribute to API documentation, integration troubleshooting guides, and internal resources for common implementation questions.
Identify recurring integration issues and opportunities to improve reliability, usability, onboarding, and documentation; communicate feedback to Product and Engineering.
Coordinate with Customer Success Managers on customer-impacting technical issues and maintain clear implementation notes and case records.
Handle API credentials and sensitive configuration information securely; follow privacy, security, access-control, and engineering change-management requirements.
Escalate clinical, pharmacy, privacy, security, and compliance matters to authorized teams; do not provide medical advice or make clinical decisions.
Manage multiple customer-facing investigations and implementation tasks, take ownership of follow-up, and communicate risks or external blockers proactively.