Technical support Engineer

CertifyOS is seeking a Technical Support Engineer (TSE) to provide expert technical problem-solving for our valued customers and internal teams. This crucial role acts as a liaison between customers, operations, and engineering, addressing platform issues, investigating data and integration challenges, and ensuring swift resolutions while maintaining high Service Level Agreements (SLAs).

The ideal candidate is technically adept, possesses a keen eye for detail, is deeply customer-focused, and thrives in a dynamic healthcare SaaS environment.

Key Responsibilities

Customer & Ticket Support

• Manage and resolve technical support tickets from initial contact through to completion using platforms like Zendesk or Jira.
• Investigate and resolve issues related to the platform, data discrepancies, automation failures, and workflow errors.
• Document all findings, root causes, and resolutions for each issue thoroughly.
• Provide consistent and timely updates to customers and internal stakeholders to foster transparency and confidence.

Technical Troubleshooting

• Analyze logs, API responses, database records, and system behavior to pinpoint root causes of issues.
• Execute SQL queries and perform data validation as part of issue investigations.
• Reproduce reported issues in lower environments when necessary for analysis.

Cross-Functional Collaboration

• Partner closely with Engineering, Operations, Product, and Customer Success teams to resolve complex technical challenges.
• Escalate bugs effectively with detailed reproduction steps, relevant logs, and impact assessments.
• Support Operations teams by distinguishing between technical and process-related issues and directing them appropriately.

Monitoring & Proactive Support

• Proactively identify recurring issues and propose preventative solutions.
• Participate in incident response, Root Cause Analysis (RCA) creation, and post-incident reviews.

Documentation & Process Improvement

• Develop and maintain internal documentation, runbooks, and troubleshooting guides.
• Identify areas for improvement in support processes and recommend enhancements.
• Contribute to standardizing ticket handling procedures and best practices.

Required Qualifications

Technical Skills

• 0-3 years of experience in Technical Support, Application Support, or Production Support for a SaaS platform.

Strong understanding of:

• REST APIs, HTTP methods, and status codes.
• JSON payloads and API debugging tools (e.g., Postman, curl).
• Hands-on experience with SQL for data analysis and troubleshooting.
• Familiarity with cloud environments such as AWS, GCP, or Azure.
• Experience with ticketing and issue-tracking tools (e.g., Zendesk, Jira, ServiceNow).

Domain & Process

• Experience supporting B2B SaaS products.
• Understanding of SLAs, incident severity levels, and escalation management.

Communication & Soft Skills

• Excellent written and verbal communication abilities.
• Capacity to clearly explain technical concepts to non-technical audiences.
• A strong sense of ownership and meticulous attention to detail.
• Comfort navigating ambiguity and effectively prioritizing tasks.

Nice-to-Have Skills

• Experience with Python scripting, automation, or log analysis.
• Knowledge of healthcare systems like NPI, NPPES, CAQH, or payer workflows.
• Experience working during US business hours or with overlapping shifts.
• Familiarity with monitoring tools and dashboards.

Success in this role is defined by high ticket resolution quality with minimal reopens, consistent adherence to SLAs, clear and well-documented RCAs, strong collaboration with other teams, and proactive identification of improvement opportunities.

Certify is dedicated to fostering an inclusive workplace where everyone feels valued and supported. As an equal opportunity employer, we celebrate diversity and encourage applications from all backgrounds to join our dynamic team.