Technical Support Engineer (Healthcare SaaS)

Company Description

The U.S. healthcare sector is complex and dynamic - a vast and diverse network of entities that impacts the population and economy like no other. At USD$4.1 trillion, healthcare spending represents nearly 18% of U.S. GDP.  Despite clear changes in available resources, health service buying, selling, and settlements have seen little change in the past decade.

MacroHealth is a company you will be proud to be part of. As a future Macro-mate, you will help us achieve our mission to disrupt the U.S. health sector by building the most advanced and trusted market platform for health service payers and providers. 

At MacroHealth, we are creating intelligent Health Markets by building technology, knowledge, and relationships that enable payers and providers to optimize the buying and selling of health services. 

We offer our team members an inclusive and supportive environment where we help each other to grow as an individual and as a team.

Job Description

MacroHealth is looking for an experienced and enthusiastic Technical Support Engineer that will take on the important role of being an ally for our customers. You will analyze the causes of our customer’s pain points and work closely with them to find solutions. You will solicit feedback from both customers and colleagues and develop mechanisms for process improvement. 

Reporting to the Head of Customer Experience, you will provide enterprise-level assistance to MacroHealth’s customers by diagnosing, analyzing and solving customer and product issues. 

Key Responsibilities of Role: 

• Acts as a primary point of contact for customer issues and outages, focusing on first contact resolution 
• Provides technical support to engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex software 
• Works collaboratively with engineering and customer facing teams to effectively triage customer issues, and provide updates on resolution 
• Represents voice of the customer to product and engineering teams, and acts as a customer advocate during development and launch of new products and product enhancements; Reports design, reliability and maintenance problems or bugs to design engineering/software engineering 
• Contributes to teamwork and the development of a positive work culture 

You will work closely with members of the Customer Experience Team and Customer Delivery Team while receiving support from a world-renowned leadership team with a track record of leading the development of multiple successful companies and products. You will be able to effortlessly transition from a conversation with a customer to a deep dive into the product, to a technical discussion with engineering.  If you have technical aptitude and customer-first mindset, and thrive in a fast-paced environment, we want to hear from you! 

Qualifications

• Knowledge of the US healthcare and health insurance market required
• 3-5 years of experience with EDI transaction sets 837, 835, 834, and 278. 
• 3-5 years of experience with flat files  
• Exposure to consuming and interacting with restful APIs preferred  
• Experience with JSON strongly preferred 
• 4-6 years’ previous experience in technical support role for complex enterprise software products 
• Experience with providing support for cloud services or SaaS based applications 
• Prior experience working with cloud-based products, in one of the major cloud providers (AWS, Azure, Google Cloud) 
• Working knowledge of SQL and noSQL database technologies, and other cloud-based storage products 
• Familiarity with Splunk, or other log aggregation products 
• Experience with support tools and issue tracking/communication software (e.g. Support Bench, Atlassian Confluence, Jira preferred) 
• Knowledge of Agile Software Development Methodology and comfortable working within an Agile environment 
• Ability to thrive in a people-first culture of teamwork and respect  
• Self-starting and innovative orientation 
• Strong customer service orientation, motivated to positively resolve customer issues 
• Able to prioritize and advocate for resolution while, as part of one team, belong balance against multiple customers and product deliverables.  
• Ability to take ownership, work with tight timelines, and manage various tasks simultaneously 
• BS in Computer Sciences/Information Technology, Technical Diploma, or equivalent industry experience 

Salary Range: $75,000 - $95,000 

Additional Information

More about us

MacroHealth is a highly collaborative work environment where each team member can rely on the skills, expertise, and support of one another across the company. We operate with an op