Healthcare Tech Troubleshooter – Support Engineer

Madrona Venture Labs; San Francisco (CA); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Team dinners

Growth potential

Equity offered

Professional development

Job summary

Charta Health seeks a Support Engineer to be the first technical line of defense behind our customer-facing team. You will reproduce issues, trace root causes in data, logs, configuration, or code, and propose fixes for quick resolution.

You will own triage, handoffs, and the knowledge base to empower the team. You will work across an owning engineering pod with escalation management, ensuring swift, accurate answers while protecting engineers' time for building.

Qualifications

• Comfortable reading code (Python and/or TypeScript).
• Able to write SQL and work with logs and data pipelines.
• Experience with AI coding tools is a plus.

Responsibilities

• Investigate and diagnose issues from customers and logs.
• Triage incidents quickly and route to the correct on-call or pod.
• Fix configuration, mapping, and data issues at Tier 1.
• Propose root cause and fixes for Tier 2 with engineering input.
• Hand off clear summaries and timelines to the customer team.
• Own the investigation loop from intake to confirmation of resolution.
• Build reusable knowledge through write-ups and runbooks.
• Spot patterns across accounts to suggest fixes and improvements.

Skills

Python

TypeScript

SQL

Logs

AI tools

Tools

AWS

HL7/FHIR

Job description

Charta Health seeks a Support Engineer to be the first technical line of defense behind our customer-facing team. You will reproduce issues, trace root causes in data, logs, configuration, or code, and propose fixes for quick resolution.

You will own triage, handoffs, and the knowledge base to empower the team. You will work across an owning engineering pod with escalation management, ensuring swift, accurate answers while protecting engineers' time for building.