Product Support Engineer (SQL)

Hire Overseas; Mimaropa; On-site; PHP 3,743,000 - 5,614,000; Full time

Benefits offered by this job

USD salary paid bi-monthly

Paid Time Off

Holidays

100% remote setup

Job summary

Hire Overseas is hiring a Product Support Engineer for a fast-growing, AI-native healthcare platform. You will diagnose production issues, own incidents end-to-end, and collaborate with clinicians and engineers to resolve problems quickly.

The role emphasizes ownership, fast-moving startup dynamics, and direct engineering collaboration. 100% remote, USD payments bi-weekly, with PTO and holiday observance as per policy.

Qualifications

• Strong technical troubleshooting skills with SQL and production databases.
• Clear written and verbal communication for clinicians and engineers.
• Ownership mentality with urgency to resolve issues quickly.

Responsibilities

• Monitor and triage issues with runbooks and respond within SLAs.
• Diagnose production problems and coordinate with engineering for fixes.
• Onboard users, manage access, and ensure platform usability.
• Document issues and track tasks to prevent open items.

Skills

SQL

Troubleshooting

Communication

Ownership

Slack

Tools

Slack

Linear

HelpScout

Notion

Job description

We're looking for a Product Support Engineer to serve as the critical link between users and the product engineering team for a fast-growing AI-native healthcare platform. This is not a help desk role and not a purely reactive support position.

You will diagnose real production issues, navigate technical systems hands-on, and partner closely with engineers to resolve problems quickly and correctly. You are expected to own issues from initial report through to resolution or escalation, communicate clearly with both clinicians and engineers, and keep everything moving without dropping a single open item. If you have a technical background, a no-task-too-small ownership mentality, and thrive in fast-moving startup environments, this role is a strong fit.

Why You'll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Paid Time Off in accordance with company policy
• Observance of Holidays per company guidelines
• 100% remote setup so you can work wherever you're most productive
• High-visibility role embedded directly with product and engineering teams
• Work on a healthcare AI platform where reliability directly impacts real patient outcomes

What You'll Work On

Technical Triage and First Response

• Monitor support channels and triage incoming issues following established runbooks
• Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues
• Identify whether issues can be resolved directly or require engineering escalation
• Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers

Production Investigation and Troubleshooting

• Navigate production databases and run command-line scripts to diagnose issues and verify data integrity
• Resolve user-facing blockers without defaulting to escalation when the tools and runbooks support independent resolution
• Validate fixes and confirm resolution before closing issues

Engineering Liaison

• Translate user pain points into clear, concise technical bug reports for the engineering team
• Communicate directly with engineers in dedicated Slack channels and issue trackers
• Provide strong technical context so engineers can move quickly on escalated issues
• Follow issues through deployment and confirm user impact post-fix

User Onboarding and Access Management

• Facilitate and troubleshoot user onboarding and credentialing workflows
• Handle hands-on tasks including account resets, permission changes, and access management within the product ecosystem
• Ensure users can successfully access and operate the platform from day one

Action Item and Documentation Management

• Track all active tasks and project support items to ensure no user request or engineering dependency falls through the cracks
• Maintain and improve runbooks for triaging and troubleshooting as the company grows
• Identify recurring issues and recommend process or product improvements proactively

What You Bring

• Technical proficiency with comfort navigating production databases using SQL and using custom tools to investigate and resolve issues
• Strong written and verbal communication skills: proven ability to explain complex technical issues clearly to both non-technical users and deeply technical engineers
• Urgency and ownership: a no-task-too-small mentality with a drive to resolve issues quickly and without needing to be reminded
• Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion
• Highly organized and responsive with the ability to manage multiple open conversations and technical tasks simultaneously
• Prior experience in support engineering, software engineering, data engineering, or a highly technical startup support role

Nice to Have

• Experience in healthcare technology, RCM, or supporting users in operational healthcare environments
• Familiarity with healthcare software platforms such as HCHB or Homecare Homebase
• Background working with APIs, integrations, or workflow-based platforms
• Experience in a SaaS, AI, or regulated software environment
• Prior exposure to IT access management or help desk support workflows

If you are highly technical, comfortable working in ambiguity, and want to play a critical role in keeping a healthcare AI platform running reliably for clinicians and patients, this role offers real ownership, high visibility, and direct engineering collaboration from day one.