Customer Support Engineer

The Customer Care Engineer plays a critical role in ensuring the stability and success of 1upHealth customers in production. This customer-facing role is responsible for triaging and resolving complex technical issues, monitoring data workflows, and collaborating with internal Product Development and Engineering teams to drive timely resolutions. The ideal candidate is resourceful, technically adept, and customer-obsessed—always looking for ways to improve support processes and increase automation and efficiency. This role includes participation in an on-call callback rotation, where you’ll respond to urgent issues that require direct, real-time engagement beyond standard business hours. Serve as a trusted technical point of contact for production support across 1upHealth customers and partners, delivering high-quality service through virtual meetings, email, and our support portal. Lead the investigation and resolution of Tier 2 and Tier 3 issues, including hands-on troubleshooting of data, APIs, and configuration settings. Collaborate cross-functionally with Engineering and Product teams to resolve bugs and implement interim workarounds. Proactively monitor key data pipelines and workflows to prevent issues before they escalate. Support the triage process for inbound support cases, ensuring prioritization, proper routing, and timely follow-up. Identify opportunities to improve our tooling and ticketing systems (Salesforce, JIRA), and champion scalable solutions that improve the support experience. Contribute to internal knowledge bases and process development to improve Customer Care operations. Foster a strong culture of empathy, responsiveness, and technical excellence in every customer interaction