Customer Engineer, Merchant Platform

Bask Health

About The Position

Bask Health is seeking a customer-facing technical professional to help merchants troubleshoot issues, understand platform functionality, and use its merchant-facing software successfully. The role supports entrepreneurs, e-commerce operators, and businesses launching and managing direct-to-consumer telehealth services. Bask Health's platform connects merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities. The Customer Engineer investigates technical problems affecting merchant workflows, including storefronts, questionnaires, checkout, supported configurations, APIs, and integrations. They gather details about expected versus actual behavior, reproduce problems in approved environments when appropriate, assess whether issues stem from configuration, user error, software behavior, or external dependencies, and document findings. They explain technical issues and approved troubleshooting steps clearly to merchants, including those without technical backgrounds. The role coordinates with Engineering and other technical teams when deeper investigation is needed, providing clear reproduction steps and relevant evidence. It also supports technical onboarding and implementation discussions, works with Customer Success on account-impacting issues, and helps merchants understand supported functionality, requirements, and product limitations. The Customer Engineer follows assigned cases through resolution or appropriate handoff, communicates approved updates, and avoids unsupported commitments. The position contributes to troubleshooting guides, knowledge resources, escalation procedures, and improvements to support processes. It maintains accurate case records in approved ticketing, CRM, and engineering systems, prioritizes issues according to established procedures, and escalates suspected widespread issues through approved incident processes. The role follows privacy, security, and access-control requirements; sensitive or patient information is accessed only when specifically authorized and necessary. Clinical, pharmacy, and compliance questions are referred to authorized teams. The successful candidate has at least three years of customer-facing technical experience and a strong understanding of web-based software. They are comfortable troubleshooting SaaS platforms, APIs, and integrations; reading technical documentation; using diagnostic resources; and explaining complex issues to non-technical customers. Experience with e-commerce platforms, merchant-facing SaaS products, or online storefronts is particularly valuable. The role requires availability to collaborate during required U.S. Eastern Time working hours and the ability to work independently while collaborating with a remote team.

Requirements

At least 3 years of experience in technical support engineering, customer engineering, solutions engineering, or a related customer-facing technical role.
Experience troubleshooting technical issues for customers using SaaS platforms or web applications.
Strong understanding of web application functionality and common technical problems.
Familiarity with HTTP requests, APIs, authentication, and integration concepts.
Experience investigating software behavior and documenting technical findings.
Ability to reproduce reported issues and identify relevant troubleshooting steps.
Experience using browser developer tools or similar diagnostic resources.
Ability to read and understand technical documentation.
Ability to communicate technical information to non-technical customers, with strong written and verbal communication skills.
Ability to investigate problems systematically and explain findings clearly.
Experience coordinating technical escalations with software engineering teams.
Ability to distinguish configuration issues, user errors, and potential software defects.
Familiarity with customer support or engineering issue-tracking systems.
Experience documenting reproduction steps, technical context, and follow-up actions.
Strong organizational skills and attention to detail, including the ability to manage multiple technical cases and competing priorities.
Experience collaborating with Customer Success, Support, Product, or Engineering teams.
Ability to recognize when a problem requires specialized technical assistance.
Strong problem-solving skills and technical curiosity, and ability to learn complex software platforms and configuration workflows.
Experience supporting customers through technical onboarding or implementation challenges.
Ability to work independently while collaborating with a remote team.
Understanding of privacy, security, and appropriate access controls.
Availability to collaborate during required U.S. Eastern Time working hours.
Comfort working in a growing software company with evolving technical processes.
Strong accountability for technical investigations and customer follow-through.

Nice To Haves

Experience supporting e-commerce SaaS platforms or merchant-facing software.
Familiarity with Shopify, BigCommerce, WooCommerce, or similar commerce platforms.
Experience troubleshooting online storefronts and checkout workflows.
Experience supporting merchants or direct-to-consumer businesses.
Experience with REST APIs, webhooks, and third-party integrations.
Experience using Postman, Insomnia, or similar API testing tools.
Familiarity with JSON, HTTP status codes, and authentication mechanisms.
Working knowledge of JavaScript, HTML, or CSS.
Experience reviewing application logs or monitoring dashboards.
Familiarity with SQL for basic troubleshooting or data investigation.
Experience supporting SaaS onboarding or technical implementations.
Experience investigating payment or checkout-related integration issues.
Experience using Zendesk, Intercom, Jira, Linear, or similar systems.
Experience documenting technical troubleshooting procedures.
Experience participating in incident investigation or customer-facing incident communication.
Experience collaborating directly with software engineers.
Experience identifying recurring product defects or configuration issues.
Experience creating customer-facing technical documentation.
Experience supporting healthcare technology or telehealth platforms.
Experience working with entrepreneurs and growing online businesses.

Responsibilities

Investigate technical issues affecting Bask Health's merchant-facing platform.
Troubleshoot supported storefront, questionnaire, checkout, and configuration workflows.
Gather information about customer expectations and actual software behavior, and reproduce reported problems in approved environments when appropriate.
Determine whether issues appear related to configuration, user error, software behavior, or external dependencies.
Investigate supported API and integration issues, including relevant request and response behavior when authorized.
Use approved diagnostic resources such as browser developer tools, logs, and API testing tools.
Document investigation steps, findings, technical context, and reproduction instructions.
Explain platform functionality, configuration requirements, troubleshooting steps, and limitations to merchants in clear, practical language.
Escalate complex issues to appropriate engineering or technical teams with relevant evidence and reproduction steps.
Collaborate with engineers to investigate platform bugs and unexpected behavior, and communicate approved updates to customers.
Follow assigned technical cases through resolution or appropriate handoff, maintaining accurate records and tracking follow-ups.
Support technical onboarding and implementation discussions when needed, and coordinate with Customer Success Managers on account-impacting issues.
Identify technical blockers affecting merchant activation or adoption and help resolve them within approved responsibilities.
Contribute to troubleshooting guides, knowledge resources, customer-facing support materials, and internal escalation procedures.
Share recurring technical issues and merchant feedback with Product and Engineering, including usability problems and unclear error messages.
Prioritize assigned issues according to customer impact and established procedures; escalate suspected widespread issues through approved incident procedures.
Follow privacy, security, and access-control requirements and handle sensitive information only within authorized responsibilities.
Refer clinical, pharmacy, and compliance questions to appropriate licensed or authorized teams.
Participate in training on new platform features and technical updates.
Collaborate across Customer Success, Technical Support, Product, and Engineering, and help improve how technical problems are investigated and communicated.