Support Engineer

Axuall•Allentown, PA

32d•$80,000 - $92,000•Remote

About The Position

In this role you will serve as a Tier 2 support professional ensuring that technical requests escalated via the support system are triaged and handled quickly and accurately. Working within a highly matrixed and collaborative environment you will troubleshoot technical issues. This is a mid to senior level position serving as an individual contributor.

Requirements

Familiarity with the following elements of a modern technology stack: Python, PostgreSQL, API tools such as Insomnia and Postman
Experience utilizing alerting and monitoring tools such as Sentry and Grafana
3-5 years experience troubleshooting and resolving tier 1 and tier 2 issues
3-5 year experience partnering with Engineering and Development Teams on escalated issues
3-5 years experience troubleshooting and resolving issues with APIs
Exposure to healthcare organizations and clinicians

Nice To Haves

Familiarity with provider credentialing a bonus

Responsibilities

Apply your technical knowledge to the triage, escalation and resolution of technical requests from clients and internal team mates
Respond promptly to requests, quickly assessing root cause, potential workarounds, and options for resolution
Readily available for live coverage as needed (Axuall supports Clinicians 8AM - 8PM EST)
Foster collaboration and impeccable communication among product management, engineering and support teams
Coordinate / follow up on internal requests and work in progress
Create and improve established and ad-hoc workflow for the triage and escalation of support tickets
Assess and develop internal tooling to provide visibility to underlying issues leading to support requests
Apply good practice in software testing to the identification and resolution of issues
Contribute to the growth of the team by bringing your best ideas for improvement and collaboration