Senior Support Engineer
Regard
Customer Service
New York, NY, USA
Posted on Oct 25, 2024
As a Senior Support Engineer you will be key to supporting the Regard platform across our customer base. You will be responsible for triaging and investigating issues as they arise using your strong technical skills and the support and monitoring tooling available. You are able to diagnose the root cause of issues and determine severity while maintaining a professional and positive experience when interacting with both internal and external teams. You’ll also be a key point of contact in establishing communication with our customer or EMR vendor IT teams when collaborating to solve issues and provide the first line of support when critical issues are escalated to Regard. You are comfortable looking through logs, databases, technical systems, and our codebase to find where issues may arise. Your insights and ideas will be used to drive both product improvements as well as improvements to our support and monitoring tooling.
About Us
Our mission is to bring world-class healthcare to everyone. Regard is the world’s first comprehensive, automated diagnosis tool. Regard streamlines clinical and revenue cycle efforts to dramatically improve hospital finances, patient safety, and physician happiness. We are excited by challenges, mission-oriented work, and meaningful relationships. We work closely with some of the top health systems in the country and are leading the change that healthcare - one of the largest and most inefficient industries in the world - needs. We want you to join us.
Responsibilities:
- Monitor incoming escalated support requests and bugs
- Perform triage on serious incoming issues and escalate to trigger incident response from engineering
- Use fault isolation and root cause analysis skills in conjunction with either 3rd party tools such as Datadog, AWS services, Sentry, etc or Regard’s internal support tooling in order to solve complex technical issues
- Organize external calls with customer IT or EMR/EHR system tech support in order to troubleshoot and diagnose issues involving 3rd parties
- Promote a positive customer experience by working with Customer Success, Provider Success, Product, Engineering, and our customers
- Provide operational support within structured hours with possible expansion to as needed 24x7 on-call responsibilities as the company grows
- Identify patterns in product needs and short comings and that inform the product roadmap
- Promote new ideas and projects that would enhance the ability to support the Regard platform
- Partner with CSM or PSM (Provider Success) team to build troubleshooting processes and technical documentation supporting client clinical and technical teams
Qualifications:
- 4+ years of experience supporting software
- 2+ years in a higher tier support role solving complicated technical issues
- Database proficiency, with the skills to write SQL to diagnose issues
- Demonstrated technical background with the ability to learn and use technical tools either made by 3rd parties (Datadog, Jira, Epic, Cerner, Sentry, AWS, etc) or made internally by Regard
- Understanding of APIs and other technical concepts
- Ability to work within structured hours (e.g. 9-6pm on business days) to support services escalation SLAs
- Strong customer-facing communication skills and ability to represent Regard professionally in debugging issues with customer IT teams and in supporting technical tasks in integrating Regard into customer environments
Preferred Qualifications:
- Base level proficiency understanding and writing code
- Experience working on a mature enterprise SaaS technology product
- Experience working with health technology, patient health data and large health systems
- Ability to operate in a dynamic startup environment
Hybrid Work | Location | Work Authorization
- For this role, Regard is currently only considering candidates who are authorized to work in the US without visa sponsorship, and are within the New York City metro area
- We expect our Engineers to be in the office 1-2 days per week. We may request more frequent in-office work during the onboarding period
- We will provide relocation assistance to anyone who does not already reside in the NYC metro area
- We prefer hiring people within commuting distance of our NYC office because we value getting together in person regularly
- For those who enjoy working from our Manhattan office on a more regular basis, we offer catered lunches and other fun perks
- Additionally, hybrid employees have the flexibility to work from locations outside of their home office from up to 6 weeks per year
Comp | Perks | Benefits
- Eligible for equity
- 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription
- 18 PTO days/yr + 1 week holiday break
- Annual $750 learning & development stipend
- Company-sponsored team retreat + social events
- A sabbatical program
Our goal at Regard is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. Regard is proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. We celebrate diversity and are proud of our supportive, inclusive workplace.