Technical Support Engineer

Navina • New York, NY

38d • Remote

About The Position

The Technical Support Engineer is a key contributor to our overall customer experience and our customers' product satisfaction. They are also the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI. The ideal candidate is passionate about technology, troubleshooting, and customer success.

Requirements

• +4 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience
• Proven experience with SQL and data analysis - MUST
• Proven experience with debugging web applications
• Strong project management skills
• Excellent problem-solving and troubleshooting skills
• Proven excellent customer-facing communication skills (verbal and written)
• Located in the U.S. Pacific time zone or available to work until 8:00PM PST

Nice To Haves

• Familiarity with the US healthcare industry
• Proven experience in programming (JavaScript, Python, Nodejs)
• Experience with troubleshooting data pipelines and ETL processes.
• Experience in a fast-growing organization
• Strong presentation skills for all audiences; Ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas
• A can-do attitude
• Detailed oriented

Responsibilities

• Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction
• Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction
• Contribute to methodologies, best practices, and techniques to improve our support process
• Build and contribute to Navina’s technical support knowledge base.
• Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed