Product Support Engineer

Thesis Care; New York (NY); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Bonus

Equity

Generous benefits package

Job summary

Thesis Care is hiring a customer-obsessed Support Engineer in New York to keep client deployments running smoothly and act as the technical owner for issues, configurations, and customizations. You will diagnose problems, ship fixes, and collaborate closely with our engineering team in a fast-growing, AI-native healthcare environment.

Join a hands-on role that values customer empathy, code reading, and proactive improvements.

Qualifications

• 2+ years of professional experience as a software or solutions engineer in production B2B SaaS.
• Strong coding in TypeScript/JavaScript, Node.js, React; Python is a plus.
• Solid SQL (Postgres preferred) and debugging across web apps, APIs, and cloud infra.
• Experience with RESTful or RPC APIs, AWS or similar, logging/monitoring, ticketing systems.
• Customer empathy with clarity in written and spoken communication; NYC-based, in-office ~3 days/wk.

Responsibilities

• Own client issue resolution: triage, debug, and resolve across frontend, backend, integrations, and data flows.
• Ship client customizations and fixes in our codebase following release standards.
• Debug across the stack using logs, queries, and test environments.
• Partner with engineering and customers; communicate status and root causes clearly.
• Turn recurring issues into improvements and build internal tooling to reduce repeat work.
• Build and maintain runbooks and internal docs to speed up issue resolution.
• Handle client data in line with HIPAA and Thesis security practices.

Skills

TypeScript/JavaScript

Node.js

React

SQL

Debugging

AI fluency

Customer communication

Healthcare data handling

Tools

Jira

Zendesk

Linear

Pylon

AWS

PostgreSQL

Job description

About Us

Thesis is building the AI-powered care team platform for infinitely scalable clinical capacity. We radically increase access and improve quality of care by combining AI agents with clinical experts to take on high-impact clinical operations and care management activities for healthcare organizations.

About Us

Thesis is building the AI-powered care team platform for infinitely scalable clinical capacity. We radically increase access and improve quality of care by combining AI agents with clinical experts to take on high-impact clinical operations and care management activities for healthcare organizations.

We’re based in NYC, are growing rapidly, and are backed by $60 million in funding from Oak HC/FT, CRV, Black Opal Ventures, and experienced C-level healthtech angel investors.

About The Role

We are looking for a customer-obsessed Support Engineer to keep Thesis's live client deployments running smoothly. You will be the technical owner for existing clients' issues, configuration changes, and customizations: diagnosing problems, shipping fixes, and making sure every client gets a fast, high-quality resolution. This is a hands‑on engineering role for an AI native builder who enjoys digging into unfamiliar code, working directly with customers, and turning recurring pain into durable product improvements. You will work closely with our core engineering team and help shape how Thesis supports clients as we scale.

Responsibilities

• Own client issue resolution: Triage, debug, and resolve technical issues reported by existing clients across our frontend, backend services, integrations, and data flows, from first report through verified fix in production.
• Ship client customizations and fixes: Implement client-specific configurations, workflow changes, and bug fixes in our TypeScript/Node.js and React codebase, following our code review and release standards.
• Debug across the stack: Investigate problems using logs, monitoring, database queries, and test environments, including issues in EHR/data integrations and our AI/LLM-powered features.
• Partner with engineering and customers: Act as the technical point of contact for client issues, communicate status and root cause clearly, and elevate with full context when a problem needs core engineering.
• Turn recurring issues into improvements: Spot patterns in client requests, advocate for product fixes, and build internal tools, scripts, and automations that reduce repeat work.
• Build the support playbook: Create and maintain runbooks, troubleshooting guides, and internal documentation so issues are resolved faster and more consistently over time.
• Protect sensitive data: Handle client and patient data in line with HIPAA and Thesis's security practices in everything you touch.

We expect you to have

• Technical foundation: 2+ years of professional experience as a software engineer, support engineer, or solutions engineer working on production B2B SaaS.
• Hands‑on coding ability: Comfort reading and changing an existing codebase, with working experience in TypeScript/JavaScript, Node.js, and React; Python is a plus.
• Debugging and data skills: Strong troubleshooting instincts across web apps, APIs, and cloud infrastructure, plus solid SQL (Postgres preferred) for investigating data issues.
• Modern toolkit familiarity: Experience with RESTful or RPC-based APIs, AWS or similar cloud platforms, logging/monitoring tools, and ticketing systems such as Linear, Jira, Zendesk, or Pylon.
• Customer empathy: A track record of working directly with customers, managing escalations calmly, and owning issues until they are fully resolved.
• AI fluency: Familiarity with LLM-based products and interest in using AI tools to debug and resolve issues faster.
• Healthcare experience (a plus): Experience in healthcare, or working with sensitive data in regulated environments (HIPAA, PHI), is a plus. A strong interest in learning healthcare workflows and integrations is expected.
• Clear communication: Ability to explain technical root causes and fixes clearly to both engineers and non-technical client stakeholders, in writing and live.
• NYC-based: You are based in New York and available to work in-office ~3 days per week.

Target compensation for this role is $120–$140k, plus bonus, equity and a generous benefits package.

Thesis Care is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.