Customer Engineer, Platform Implementations

Bask Health

23h

About The Position

Bask Health is hiring a customer-facing technical engineer to help merchants configure, troubleshoot, and implement its platform for direct-to-consumer telehealth businesses. The role combines software troubleshooting, technical onboarding, platform configuration, customer enablement, and implementation support. The engineer works directly with merchants and collaborates with Customer Success, Implementation Engineering, Product, and Software Engineering to resolve technical obstacles during onboarding and adoption. The position focuses on helping customers understand supported platform capabilities and configuration options across storefronts, questionnaires, checkout experiences, integrations, and related workflows. It involves investigating reported problems, gathering diagnostic information, reproducing issues in approved testing environments, analyzing browser and HTTP behavior, and distinguishing configuration mistakes from expected behavior or software defects. The engineer documents findings, prepares reproducible bug reports and escalations, coordinates with engineering teams, and communicates appropriate updates to customers without promising unsupported functionality or unapproved timelines. The engineer also supports customer adoption and implementation progress by explaining technical concepts to technical and non-technical stakeholders, participating in onboarding discussions, coordinating technical blockers with Customer Success, and helping customers complete supported setup tasks. The role contributes to onboarding materials, configuration guides, troubleshooting documentation, and feedback to Product and Engineering about recurring questions and usability issues. It includes maintaining accurate case records, tracking follow-ups and dependencies, and managing multiple investigations through resolution or appropriate escalation. The role requires adherence to approved procedures for engineering changes, credentials, sensitive configuration information, privacy, security, and access control. The engineer must not make unauthorized production changes, provide medical advice, make clinical decisions, or independently approve prescriptions, pharmacy fulfillment, or regulated clinical workflows. Requests involving clinical, pharmacy, or compliance matters must be directed to authorized personnel. Availability to collaborate during required U.S. Eastern Time working hours is required.

Requirements

At least 3 years of experience in Customer Engineering, Solutions Engineering, Technical Support Engineering, SaaS Implementation, or a related technical customer-facing role.
Hands-on experience troubleshooting web-based software platforms.
Experience supporting technical onboarding or customer implementations.
Strong understanding of web applications and software configuration concepts.
Working knowledge of REST APIs and HTTP fundamentals, including investigating API requests, responses, and authentication issues.
Familiarity with JSON and common integration concepts.
Experience using browser developer tools for troubleshooting.
Experience using Postman, Insomnia, curl, or similar technical investigation tools.
Ability to identify and troubleshoot software configuration problems and gather technical information about customer-reported issues.
Ability to document technical problems and reproduction steps accurately and prepare engineering escalations or bug reports.
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.
Strong troubleshooting, analytical problem-solving, organizational, and detail-oriented skills.
Ability to manage multiple technical investigations and customer requests.
Experience collaborating with Customer Success, Product, and Engineering teams.
Comfort reading technical documentation and learning unfamiliar systems and complex platform workflows.
Understanding of secure credential handling and access control principles.
Ability to follow established technical escalation and change management procedures.
Availability to collaborate during required U.S. Eastern Time working hours.
Strong initiative, accountability, ownership, and comfort working in a growing software company with evolving technical processes.

Nice To Haves

Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field.
Experience supporting merchant-facing SaaS platforms.
Experience with Shopify, BigCommerce, WooCommerce, or other e-commerce platforms.
Familiarity with online storefronts and direct-to-consumer business models.
Experience troubleshooting checkout flows and payment-related integrations.
Experience with customer onboarding and technical implementation projects.
Familiarity with webhooks and event-driven integrations.
Experience supporting third-party software integrations.
Knowledge of JavaScript, TypeScript, Python, or similar languages.
Experience writing scripts to support technical troubleshooting.
Basic SQL knowledge.
Familiarity with Git or GitHub.
Experience using Jira, Linear, Zendesk, or similar tools.
Experience creating technical documentation or implementation guides.
Familiarity with software testing and bug reproduction procedures.
Experience supporting complex customer configurations.
Experience working with subscription businesses or e-commerce merchants.
Familiarity with healthcare technology or telehealth software.
Experience collaborating with distributed engineering teams.
Experience supporting customers through technical onboarding and post-launch adoption.

Responsibilities

Provide customer-facing technical guidance during platform implementations and onboarding.
Help merchants understand supported configuration options, technical requirements, and workflows.
Troubleshoot storefront setup, supported customizations, questionnaire configuration, checkout, and platform setup issues.
Gather diagnostic information and clarifying details about customer-reported issues.
Reproduce reported problems in approved testing environments and analyze browser errors, HTTP requests and responses, and application behavior.
Troubleshoot supported API, integration, authentication, and configuration issues; collaborate with specialized engineers when deeper investigation is needed.
Document expected and actual behavior, troubleshooting steps, technical findings, customer configurations, and outstanding issues.
Prepare reproducible defect reports and technical escalation notes for Engineering; coordinate with Software Engineering on issues requiring platform fixes.
Communicate technical findings and approved updates clearly to merchants, including non-technical customers, without promising unsupported functionality or unapproved timelines.
Participate in customer onboarding calls and implementation discussions, and help customers complete supported technical setup tasks.
Coordinate with Customer Success Managers on technical blockers, customer progress, handoffs, and technical context for account discussions.
Support customer adoption of approved platform capabilities and identify customers who may need additional technical education.
Create and maintain technical onboarding materials, platform configuration guides, troubleshooting documentation, and internal knowledge resources.
Share recurring customer questions and configuration challenges with Product and Engineering and contribute feedback about merchant configuration experiences and platform usability.
Assist with testing supported configurations and validating fixes in approved environments; document outcomes and unexpected behavior.
Coordinate with Implementation Engineers when customers need broader technical planning.
Maintain accurate customer engineering records, case notes, assigned requests, and follow-up responsibilities using approved tools.
Communicate proactively about blockers, dependencies, and information needed from customers or internal teams; prioritize work according to customer impact and established procedures.
Take ownership of investigations through resolution or appropriate escalation while managing multiple requests and coordinating across teams.
Follow engineering change management, privacy, security, credential-handling, and access-control procedures; escalate security, clinical, pharmacy, and compliance matters to authorized teams.