Technical Support Engineer (East Coast)

Summary

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible and actionable. They are seeking a Technical Support Engineer who is customer-obsessed and technically skilled to provide exceptional support and resolve technical issues for their clients.

Responsibilities

• Investigate and diagnose technical issues
• Trace issues through logs and our services
• Understand and reproduce errors to find the root cause
• Share clear updates with customers and engineers
• Think like an engineer, act like a support specialist
• Read code to spot where things break
• Use AI tools to speed up debugging
• Make small fixes when appropriate, and escalate when needed
• Deliver a great customer experience
• Work with users from senior engineers to non-technical operators
• Adjust your communication based on the audience
• Respond quickly with accurate, thoughtful answers
• Improve our documentation, tooling & processes
• Write clear docs that reduce repeat questions
• Build small tools or scripts to speed up your workflow
• Flag recurring issues and suggest improvements

Skills

• A support-first, customer-driven problem solver with strong technical instincts
• Customer obsessed: You like helping people unblock real problems
• Technical at the core: You're comfortable reading code and navigating logs
• Support-minded: You see support as a craft, not a stepping stone
• Impact-focused: You care about getting to the real root of a problem, not just the quickest workaround
• You genuinely enjoy helping people. Unblocking customers gives you energy — support is something you take pride in
• You're mission-driven. Building technology that improves healthcare matters to you
• You're a technical problem solver. You like digging into complex issues, tracing through systems and thinking on your feet
• You're comfortable in startup environments. Things move quickly, not everything is defined, and you help bring clarity
• You communicate clearly. You can explain technical things in a way that makes sense for whoever you're speaking with
• You're comfortable with code. You've spent a couple of years writing or debugging Python (or similar) and can work through unfamiliar codebases confidently

Qualifications

Must Haves

• A support-first, customer-driven problem solver with strong technical instincts
• Customer obsessed: You like helping people unblock real problems
• Technical at the core: You're comfortable reading code and navigating logs
• Support-minded: You see support as a craft, not a stepping stone
• Impact-focused: You care about getting to the real root of a problem, not just the quickest workaround
• You genuinely enjoy helping people. Unblocking customers gives you energy — support is something you take pride in
• You're mission-driven. Building technology that improves healthcare matters to you
• You're a technical problem solver. You like digging into complex issues, tracing through systems and thinking on your feet
• You're comfortable in startup environments. Things move quickly, not everything is defined, and you help bring clarity
• You communicate clearly. You can explain technical things in a way that makes sense for whoever you're speaking with
• You're comfortable with code. You've spent a couple of years writing or debugging Python (or similar) and can work through unfamiliar codebases confidently

Benefits

• Equity (extended exercise post 2 years of employment)
• Company and team offsites
• Monthly learning budget of $150 for personal development and productivity
• $100 monthly wellness budget
• Flexible, remote-first working
• $1K for home office equipment
• Coworking budget
• 36 days paid time off (including bank holidays)
• Premium healthcare coverage
• 4% monthly contribution to pension/401k
• Yearly blood test on us
• Enhanced parental, foster, and adoption leave