Support Engineer

Summary

Axuall is a clinical workforce intelligence company that provides healthcare organizations with trusted practitioner data, AI-powered insights, and data exchange capabilities. The Support Engineer will serve as a Tier 2 support professional, triaging and resolving technical requests, troubleshooting issues, and collaborating with product management, engineering, and support teams.

Responsibilities

• Apply your technical knowledge to the triage, escalation and resolution of technical requests from clients and internal team mates
• Respond promptly to requests, quickly assessing root cause, potential workarounds, and options for resolution
• Readily available for live coverage as needed (Axuall supports Clinicians 8AM - 8PM EST)
• Foster collaboration and impeccable communication among product management, engineering and support teams
• Coordinate / follow up on internal requests and work in progress
• Create and improve established and ad-hoc workflow for the triage and escalation of support tickets
• Assess and develop internal tooling to provide visibility to underlying issues leading to support requests
• Apply good practice in software testing to the identification and resolution of issues
• Contribute to the growth of the team by bringing your best ideas for improvement and collaboration

Skills

• Familiarity with the following elements of a modern technology stack: Python, PostgreSQL, API tools such as Insomnia and Postman
• Experience utilizing alerting and monitoring tools such as Sentry and Grafana
• 3-5 years experience troubleshooting and resolving tier 1 and tier 2 issues
• 3-5 year experience partnering with Engineering and Development Teams on escalated issues
• 3-5 years experience troubleshooting and resolving issues with APIs
• Exposure to healthcare organizations and clinicians
• This role may be performed from any U.S. jurisdiction in which Axuall is registered to do business
• Please also note that we are currently unable to sponsor visas
• While this role is remote-first, we require employees to attend an in-person orientation at our headquarters in Cleveland, Ohio
• There may also be occasional instances where travel to our HQ is needed
• Familiarity with provider credentialing a bonus

Qualifications

Must Haves

• Familiarity with the following elements of a modern technology stack: Python, PostgreSQL, API tools such as Insomnia and Postman
• Experience utilizing alerting and monitoring tools such as Sentry and Grafana
• 3-5 years experience troubleshooting and resolving tier 1 and tier 2 issues
• 3-5 year experience partnering with Engineering and Development Teams on escalated issues
• 3-5 years experience troubleshooting and resolving issues with APIs
• Exposure to healthcare organizations and clinicians
• This role may be performed from any U.S. jurisdiction in which Axuall is registered to do business
• Please also note that we are currently unable to sponsor visas
• While this role is remote-first, we require employees to attend an in-person orientation at our headquarters in Cleveland, Ohio
• There may also be occasional instances where travel to our HQ is needed

Nice to Haves

• Familiarity with provider credentialing a bonus

Benefits

• Comprehensive Health Insurance
• 401(k) with Employer Match
• Wellness Stipend
• Professional Development Reimbursement
• Work From Home Stipend
• Remote Work Flexibility
• Flexible PTO
• Paid parental leave
• Equity incentive plan participation upon hire
• Diversity in Tech (DiT) Employee Resource Group and impactful programming that supports and fosters a place of belonging