Healthcare Data Support Engineer

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. 

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

The Support Engineering team’s mission is to properly scope and support all client engagements, throughout the lifecycle.  We are here to solve problems, provide qualified and clear answers to questions and to ensure a smooth day to day support environment

Looking back on your first 12 months at Komodo Health, you will have…

• Obtained a deep understanding of Komodo’s Healthcare Map, platform, and suite of products - especially focused deeply on data products
• Developed an understanding of patient-level data and proficiency in our key offering areas, including patient journey, line of therapy, HCP segmentation, and market landscape assessments
• Created and maintained Komodo’s data support multi-tier playbook and knowledge base sourced from inbound customer support requests, and learnings
• Maintained active engagement with stakeholders, including data product management, engineering, and commercial teams as well as  our external customers, to resolve time-sensitive and business-critical issues, including follow-up until resolved
• Collaborated with internal data teams for any escalated requests
• Assisted with the ongoing  transformation of Komodo’s technical support, service, and maintenance model, to improve effectiveness and efficiencies for all Dragons
• Consolidated learnings often to provide recommendations for Komodo to implement

You will accomplish these outcomes through the following responsibilities…

• Healthcare Data Support Engineers play a vital role in technically supporting our customers throughout the lifecycle of Komodo’s relationship
•  We work with customers to explain, analyze, and investigate data questions.  Some of these are found in reference content, though this role would be focused on what is not just easy to solve
• The investigations are typically done through our tooling, or through Snowflake or other scripting.  Over time, this role would establish more documentation and content for others in a Knowledge-Centered service fashion.  This role is not the first support tier, but rather would take the 2nd or 3rd tier of investigation, which is reserved for the most complex questions or issues that require someone with high level analysis skills and subject matter expertise  Customer Support’s goal is to provide top notch service at all times, with consistency and quality

What you bring to Komodo Health:

• Analytical mindset: You solve complex business problems with analytics
• Client service orientation: You understand client needs and how to develop solutions to address them
• Strong communication skills: You are comfortable presenting to stakeholders at all levels (technical and non-technical) and distilling complex topics and analyses into easy-to-follow and compelling narratives
• Healthcare or other related experience: You are familiar with life sciences needs, such as patient journey analytics, HCP engagement and segmentation, and market landscape assessments
• Data-driven mindset: You are able to dig into the data both within Komodo’s Healthcare Map and across external data sources that we receive from partners and customers to synthesize insights
• Problem-solving skills: You demonstrate strong logical thinking and an ability to see patterns
• Partnership mentality: You effectively collaborate with data science, account managers, sales, product, and clients to guide analyses, synthesize result