Customer Support Engineer

Droxi AI • Chicago, IL

164d

About The Position

At Droxi, we’re improving the medical world by solving one of healthcare’s biggest headaches—EHR inbox overload. Our AI-powered solution is like the ultimate assistant, taking care of the tedious stuff so healthcare providers can get back to what they love: practicing medicine. We’re a small but mighty team and every day we’re working on something that truly makes a difference. If you’re passionate about healthcare and tech, you’ll love what we’re building here. As a Customer Support Engineer, you'll be the primary technical contact for users encountering issues with our SaaS platform. You'll troubleshoot installation and operational issues, leverage MongoDB to analyze root causes, work with browser diagnostics, and escalate issues when needed—presenting clear, actionable insights for Tier 2 and 3 teams. Your communication will be central to customer satisfaction and internal efficiency.

Requirements

• 4+ years of technical/customer support experience for SaaS products.
• Proficiency with browser diagnostic tools (console, network tabs) and log analysis.
• Ability to craft MongoDB queries and interpret results for troubleshooting.
• Strong written and verbal communication skills for both customers and internal teams.
• Proficiency using JIRA (or similar) for ticket management and escalation tracking.

Nice To Haves

• Experience supporting Chrome extension deployment and operation on Windows and macOS.
• Familiarity with JavaScript, HTML, or CSS basics.
• Understanding API structures, JSON formats, and authentication flows.
• Basic knowledge of networking concepts like HTTP, DNS, proxies.
• Experience with support analytics or trend dashboards.
• Exposure to Salesforce CRM, especially from a support or integration standpoint.

Responsibilities

• Provide Tier 1 technical support for our SaaS platform.
• Analyze browser Developer Tools (console logs, network panel) to diagnose issues.
• Run MongoDB queries to investigate user-specific issues and derive insights.
• Prepare escalation tickets for Tier 2/3, including logs, diagnostic findings, reproduction steps, and hypotheses.
• Craft and maintain documentation (FAQs, troubleshooting guides, knowledge base entries).
• Monitor support trends and collaborate with Product and Engineering to drive improvements.
• Manage support tickets using JIRA—triaging, prioritizing, updating, and meeting SLA expectations.

Benefits

• Hybrid work model offering flexibility to balance personal and professional life.
• Supportive, close-knit team environment.
• Commitment to employee happiness and fulfillment.

What This Job Offers

• Number of Employees: 11-50 employees