AI-Powered Care Platform Support Engineer

Thesis; New York (NY); Hybrid; USD 120,000 - 140,000; Full time

Job summary

Thesis is seeking a customer-obsessed Support Engineer to keep live client deployments running smoothly. You will be the technical owner for existing clients' issues, configuration changes, and customizations: diagnosing problems, shipping fixes, and ensuring fast, high-quality resolutions.

This is a hands-on engineering role for an AI native builder who enjoys digging into unfamiliar code and working directly with customers.

Qualifications

• 2+ years of professional experience as a software engineer, support engineer, or solutions engineer on production B2B SaaS.
• Strong troubleshooting instincts across web apps, APIs, and cloud infrastructure, plus solid SQL (Postgres preferred).
• Experience with RESTful or RPC-based APIs, AWS or similar cloud platforms, and ticketing systems like Linear, Jira, Zendesk, or Pylon.
• Track record of working directly with customers, managing escalations, and owning issues until resolved.
• Familiarity with LLM-based products and using AI tools to debug and resolve issues faster.
• Healthcare experience or handling sensitive data in regulated environments is a plus.
• Clear communication to engineers and non-technical stakeholders, in writing and live.

Responsibilities

• Own client issue resolution: triage, debug, and resolve technical issues across frontend, backend, integrations, and data flows from first report through verified production fix.
• Ship client customizations and fixes: implement client-specific configurations, workflow changes, and bugs in TypeScript/Node.js and React codebase.
• Debug across the stack: investigate problems using logs, monitoring, database queries, and test environments including EHR/data integrations and AI features.
• Partner with engineering and customers: act as the technical contact, communicate status and root cause, escalate with full context when needed.
• Turn recurring issues into improvements: identify patterns, advocate for product fixes, and build internal tools to reduce repeat work.
• Build the support playbook: create runbooks, troubleshooting guides, and internal docs for faster, consistent resolution.
• Protect sensitive data: handle client and patient data in line with HIPAA and Thesis security practices.

Skills

Troubleshooting

SQL (Postgres)

Web apps

APIs

Cloud infrastructure

Clear communication

AI fluency

Customer empathy

NYC-based

Tools

RESTful APIs

RPC-based APIs

AWS

Logging/Monitoring tools

Jira

Zendesk

Linear

Pylon

Job description

Thesis is seeking a customer-obsessed Support Engineer to keep live client deployments running smoothly. You will be the technical owner for existing clients' issues, configuration changes, and customizations: diagnosing problems, shipping fixes, and ensuring fast, high-quality resolutions.

This is a hands-on engineering role for an AI native builder who enjoys digging into unfamiliar code and working directly with customers.