AI-Powered Support Engineer – Client Care (Contract)

Thesis

New York (NY)

Hybrid

USD 96,000 - 138,000

Full time

6 days ago

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Job summary

Thesis is hiring a contract Support Engineer to be the technical owner for live client deployments, handling issues, configurations, and customizations. You’ll work closely with engineering to improve support as Thesis scales and apply AI-powered insights to debugging and rapid resolution.

You will triage problems end-to-end, ship client-specific fixes, and build runbooks while collaborating with customers.

Qualifications

Technical foundation: 2+ years as software or support engineer on production B2B SaaS.
Debugging and data skills: strong troubleshooting across web apps, APIs, and cloud infra; solid SQL for data issues.
Modern toolkit: experience with RESTful or RPC APIs, cloud platforms, logging/monitoring tools, and ticketing systems.
Customer empathy: direct customer work, calm escalation handling, ownership until resolution.
AI fluency: familiarity with LLM-based products; interest in using AI tools to debug and resolve issues faster.
Healthcare experience: healthcare or regulated data experience is a plus; interest in healthcare workflows.

Responsibilities

Triage, debug, and resolve client issues across frontend, backend, integrations, and data flows.
Implement client-specific configurations and fixes in TypeScript/Node.js and React codebase.
Investigate problems using logs, queries, and test environments, including EHR/data integrations.
Serve as technical contact for clients, communicating status and root causes clearly.
Spot recurring issues and build internal tools and automations to reduce repeats.
Create and maintain runbooks and internal docs to speed up resolution times.
Handle client and patient data in line with HIPAA and Thesis security practices.