Associate Production Support Engineer, Tier I

Opportunity & Impact:

• Accelerate healthcare's transformation with useful data as part of a mission-driven team.
• Be the first line of technical support, resolving connectivity and configuration issues for customers.
• Work in a collaborative, 100% remote environment with a focus on self-service enablement.

Job Responsibilities:

• Work all tickets within Tier I scope, including connectivity troubleshooting, message issues, and configuration updates.
• Respond to critical support issues during business hours and manage after-hours on-call shifts (approximately one week every other month).
• Serve as Incident Manager during major incidents, updating StatusPage and communicating with customers.

Required Skills & Experience:

• Technical support experience with ability to learn quickly and interpret technical data (JSON, HL7v2, logs).
• Strong communication skills to explain technical concepts to customers and internal teams.
• Comfortable using AI tools to support troubleshooting and daily workflows.

Benefits & Perks:

• Unlimited Flexible Time Off with 15+ observed holidays and monthly R^Charge days.
• Comprehensive benefits: Medical, Dental, Vision, 401(k) match, and Paid Parental Leave (16 weeks).
• Additional perks: Stock options, productivity stipend, wellness fund, and virtual team events.