Customer Support Engineer Co-op

Zus Health•Boston, MA

9d•$25 - $25•Hybrid

About The Position

Zus Health is seeking a technically minded co-op to join its Customer Support Engineering team. The team works at the intersection of engineering and customer support, investigating technical issues, analyzing data and APIs to identify root causes, and communicating clear answers to customers using the Zus platform. The co-op will investigate issues such as missing records, unexpected API responses, and data discrepancies. The role uses Snowflake to query data, tests and debugs REST APIs, and builds scripts to automate recurring troubleshooting. The co-op will collaborate with engineering, product, and customer-facing teams, while helping improve support tools, documentation, and processes. This is a full-time spring co-op, 40 hours per week, from January through June, based in the Boston, MA area with in-office or hybrid work.

Requirements

Proficient in SQL, with the ability to query and troubleshoot data in modern platforms such as Snowflake.
Hands-on coding or scripting skills in Python or a similar language for automation and debugging.
Experience using Postman or similar tools to test and debug REST APIs.
Interest in healthcare data standards and integrations, including FHIR, HL7, and CCD.
Experience working with ticketing systems such as Zendesk and Jira.
Ability to overcome challenging obstacles independently and recognize when assistance is needed.
Clear, empathetic communication and ability to explain technical issues to technical and non-technical audiences.
Desire to learn how software is built and supported in a professional environment, and willingness to incorporate feedback.
Enjoyment of solving complex problems and identifying root causes.
Self-starter attitude suited to the fast, sometimes unstructured pace of an early-stage startup.
Located in the Boston, MA area and willing to work in the office or meet regularly with a local mentor for collaborative work.

Nice To Haves

Familiarity with cloud services such as AWS S3, Lambda, or DynamoDB.
Experience in a customer-facing, help desk, or technical support role.
Interest in contributing to internal tooling and documentation that improves the customer experience.

Responsibilities

Investigate and resolve technical customer issues end to end.
Query and analyze data in Snowflake to troubleshoot data quality and integration questions.
Test and debug REST APIs to reproduce and diagnose customer-reported problems.
Build scripts and small tools in Python or similar languages to automate support workflows and debugging.
Manage and document issues in Zendesk and Jira, and clearly escalate issues to engineering when needed.
Collaborate with colleagues to improve support documentation and scalable processes.