Customer Success Customer Support Engineer

Ritten; Philadelphia (Philadelphia County); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Ritten is seeking a Customer Support Engineer to join our hybrid team in delivering hands-on, high-impact support that bridges frontline customer care and engineering. You will resolve complex issues directly when possible and hand off with context when engineering involvement is required, ensuring fast, accurate fixes.

You’ll build Metabase dashboards, write precise bug reports, contribute to runbooks and knowledge bases, and participate in on-call rotations to support healthcare providers

Qualifications

• 3+ years of technical SaaS support with escalation experience or equivalent
• Proficient in SQL, able to write joins from scratch
• Strong written communication and incident response experience
• Experience building BI dashboards and queries (Metabase/Looker)
• Experience with issue tracking systems (Linear/Jira)
• Customer-focused problem solver who improves systems

Responsibilities

• Become SME in the Ritten platform and clinical workflows
• Investigate escalated issues using logs and queries to determine root cause
• Triage and manage escalated tickets within defined SLOs
• Write clear, actionable bug reports with reproduction steps
• Build and maintain Metabase dashboards and runbooks
• Maintain troubleshooting docs and knowledge base content
• Identify trends and surface patterns to Product/Engineering
• Participate in on-call rotations and incident response
• Collaborate with Sales, Product, and Engineering for customer feedback

Skills

SQL proficiency

Escalation/3rd level support

Strong written communication

Incident response

Customer-focused problem solving

Tools

LogRocket

Metabase

Looker

Claude Code

Jira

Linear

Intercom

Job description

Customer Success

Customer Support Engineer

Hybrid Full-time

About Ritten

We're building the next generation of Electronic Health Records (EHR) and practice management tools for Behavioral Health providers. We empower clinicians and admin teams with intuitive software that simplifies care delivery, improves outcomes, and supports sustainable growth. Backed by top-tier investors, we're scaling quickly and on a mission to transform Behavioral Health.

About the Role

We're hiring a Customer Support Engineer who will sit at the critical junction between frontline Support and Engineering, taking on escalations that need deeper technical investigation than a first response can provide. Your primary value is making sure complex customer problems actually get solved, not just passed along. You investigate deeply enough to resolve issues directly when possible, and when something does need Engineering, you hand it off with enough context that it gets fixed fast and not bounced back for more information.

Where possible, you'll resolve complex technical issues directly, using tools like LogRocket, Metabase, and potentially Claude Code to get to the root cause fast. During incidents and escalations, you'll serve as the Voice of the Customer, making sure Product and Engineering understand real customer impact, not just the technical symptoms.

What You'll Do:

• Become a subject matter expert in the Ritten platform, including clinical workflows, billing, eRx, insurance/VOB, and third-party integrations
• Investigate escalated issues using LogRocket session replays, Metabase queries, and application logs before determining whether Engineering involvement is needed
• Triage and manage escalated tickets (Linear) related to bugs, data issues, integration failures, and platform configuration problems within defined SLOs
• Write clear, actionable bug reports with reproduction steps, impact assessment, and severity classification -- Engineering should never receive a ticket that wastes their time
• Build and maintain Metabase queries and dashboards to support investigation workflows and trend analysis
• Maintain and contribute to internal and external troubleshooting documentation, runbooks, and knowledge base content
• Identify trends and recurring issues across the support queue, surfacing patterns to Product and Engineering with data
• Manage a backlog of escalated issues and partner with Engineering to drive timely resolution
• Participate in incident response as the Support point of contact, coordinating customer communication and impact assessment
• Contribute to projects that improve support processes, tooling, and efficiency
• Participate in an on-call rotation covering evenings, weekends, and holidays

What We're Looking For

• 3+ years of technical support experience in SaaS, with at least 1 year in an escalation/T3 role or equivalent -- or a support person who has done light engineering work
• Proficient in SQL -- can write queries from scratch including joins, not just run saved ones
• Strong experience with session replay tools (LogRocket, FullStory, or similar) and the ability to interpret frontend/backend behavior from session data without hand-holding
• Builds and maintains BI dashboards and queries (Metabase, Looker, or similar), not just consumes them
• Has worked in or adjacent to an engineering escalation process and understands what separates a useful bug report from a waste of an engineer's time
• Prior incident response experience -- has been the support POC on a live incident before
• Strong written communication, can translate complex technical problems into clear bug reports and customer-facing updates
• Experience creating troubleshooting documentation, runbooks, or internal knowledge resourcesExperience with issue tracking systems (Linear, Jira, or similar)
• Customer-focused problem solver who leaves systems better than they found them
• Prioritize technical depth and curiosity over industry background. The right person will figure out the domain.

Cross-FunctionalCollaboration

• Partner closely with Sales during the handoff process to absorb customer context before Kickoff
• Work with Product and Engineering to surface customer feedback and advocate for platform improvements
• Collaborate with Account Management and Support to ensure smooth customer transitions and continuity of care

Nice to Have

• Healthcare, EHR, or behavioral health SaaS experience
• Comfort reading application logs or basic code to understand system behavior
• Light scripting ability or self-taught engineering skills
• Experience building internal tooling, runbooks, or automation for support workflows
• Familiarity with developer-adjacent tools (CLI, version control, AI-assisted investigation tools like Claude Code or Copilot)
• Experience with Intercom or similar support platforms

Location / Work Policy

We're a hybrid-friendly company with an expectation of about 1-2 days per week in the office for employees located near Philadelphia, or Denver.

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