Associate Production Support Engineer, Tier I

Talanto; Northern (KY); Hybrid; USD 65,000 - 74,000; Full time

Benefits offered by this job

Remote-first culture

R^Charge days (3-day weekend)

R^Charge sabbatical + stipend

401k match 50% up to 8%

Medical/Dental/Vision benefits Day 1

HSA & FSA, Life, Disability

Team events

Job summary

Talanto is hiring Tier I Support Engineers for a fully remote, US-based team. You will resolve routine connectivity and configuration issues, guide customers through self-service tools, and coordinate with Tier II when needed.

The role emphasizes clear communication and quick problem solving within a healthcare data exchange platform. You’ll join an AI-forward company with on-call duties, sabbatical programs, and strong benefits beginning Day 1, while supporting customers across a growing

Qualifications

• Experience in technical support roles.
• Ability to learn quickly and think critically.
• Able to read JSON, HL7v2, and logs to diagnose issues.
• Understanding of APIs and web service protocols.
• Strong communicator who explains technical concepts clearly.

Responsibilities

• Handle Tier I support tickets within scope and escalate as needed.
• Instruct customers on configuring systems and self-service tooling.
• Troubleshoot basic connectivity (VPN/API) and traffic questions.
• Respond to critical issues and manage on-call shifts, including after-hours duties.
• Act as Incident Manager during major incidents and communicate with customers.

Skills

Tech support

Quick learner

HL7v2

APIs

Clear communicator

Customer oriented

AI tools

Education

Bachelor's degree (preferred)

Tools

Jira

Confluence

Job description

5,833 – 6,666 $

••••• is on a mission to accelerate healthcare’s transformation with useful data. ••••• Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange. With just one connection, data can be orchestrated across a growing network of 12,000+ systems and organizations, including 100+ electronic health record systems (EHRs). ••••• processes over 1.2 billion messages per month across our health tech vendor, provider, payer, EHR, and life sciences customers.

Opportunity & Impact

••••• is on a mission to accelerate healthcare's transformation with useful data. ••••• accelerates the development and distribution of healthcare products with a full service integration platform to securely and efficiently exchange healthcare data. With just one connection, data can be transmitted across a growing network of 7,300+ provider organizations and 240+ healthcare products. ••••• connections serve tens of millions of patient records per day, leveraging a single data standard compatible with more than 90 electronic health record systems.

Tier I Support Engineers are the first line of technical support for ••••• customers, resolving day to day connectivity, configuration, and messaging issues and monitoring production feeds. As ••••• shifts toward a more self service support model, this role is central to that shift: you'll use your technical troubleshooting skills to diagnose issues quickly, and your communication skills to teach customers and technical partners how to use our self service tools (config modifiers, log inspector, alerting, translation sets, etc.) to resolve issues themselves. You'll make a positive impact from day one as part of a collaborative and committed team.

Job Responsibilities:

Work all tickets within the scope of a Tier I role, reaching out for support or escalating to Tier II for tickets that are outside or partially outside of scope, including:

Instructing customers on how to update configurations or resolve issues themselves

Basic connectivity (VPN/API) troubleshooting

Connection and traffic questions and troubleshooting

Message and error state issues

Any other support ticket type, which may include reaching out to third parties on behalf of the customer

Respond to and work critical support issues called in by customers during the day

Manage work hour on call shifts, including:

Responding to errors that page the on call person

Monitoring paused and retrying queues

Answering calls

Serving as Incident Manager during major incidents, including sending customer emails and updating StatusPage

Take after hours on call shifts (approximately one week every other month)

Required Skills & Experience:

Technical support experience

Ability to learn quickly and think critically

Comfortable reading and interpreting technical data (e.g., JSON, HL7v2, logs) to diagnose issues, even without building it from scratch

A working understanding of APIs and web service protocols

Strong communicator who can explain technical concepts clearly to both customers and internal teams; this role increasingly teaches customers how to use our tools rather than doing the work for them

Organized and customer service oriented

Comfortable using AI tools to support troubleshooting, documentation, and daily workflows; ••••• is an AI forward company and expects team members to actively use AI in their work

Preferred Skills & Experience:

Experience teaching, training, or documenting for a technical audience (e.g., supporting a self service or dev tools product)

Experience with HL7v2, C-CDA (CCD, QRDA, etc.), and other healthcare data formats

VPN, network, or connection troubleshooting experience

Relational databases and SQL queries

Experience in healthcare IT, ideally integration

Specific Software Platforms/Tools:

Jira/Confluence

• 100% remote first culture (must be based in the US)
• Rest & R^Charge days (guaranteed a 3-day weekend each month)
• R^Charge (6 weeks paid sabbatical + stipend)
• 401k match 50% for up to 8% on Day 1
• Medical/Dental/Vision Benefits on Day 1
• HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program
• Virtual and/or in-person Team & Company Events

Healthcare organizations and technology vendors connect to ••••• once, then authorize what data they send to and receive from partners through a centralized hub. ••••• 's cloud-based platform is vendor and standards-agnostic and enables the secure and efficient exchange of healthcare data.

This approach eradicates the need for point-to-point integrations and accelerates the discovery, adoption, and distribution of patient and provider-facing technology solutions. With hundreds of healthcare organizations and technology vendors exchanging data today, ••••• represents the largest interoperable network in healthcare. Learn how you can leverage the ••••• platform at .

Other Stuff About Us

••••• is an EEO company. We fully support the diversity of our team. As part of our ongoing work to build more diverse teams at ••••• , you will be asked to complete a voluntary EEO survey when applying. This survey is anonymous, we cannot link your application record with your survey responses. We request that you complete this voluntary survey as we run monthly reports for each team which provides data for diversity in terms of gender and ethnic background in our Applicants and our Hired ••••• ers. We take this data very seriously and appreciate your willingness and time to complete this step in the process.

Successful candidates must be eligible to be employed in the U.S. and must reside & work in the continental U.S.

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