Product Support Engineer

Thesis; New York (NY); Hybrid; USD 120,000 - 140,000; Full time

Job summary

Thesis is seeking a customer-obsessed Support Engineer to keep live client deployments running smoothly. You will be the technical owner for existing clients' issues, configuration changes, and customizations: diagnosing problems, shipping fixes, and ensuring fast, high-quality resolutions.

This is a hands-on engineering role for an AI native builder who enjoys digging into unfamiliar code and working directly with customers.

Qualifications

• 2+ years of professional experience as a software engineer, support engineer, or solutions engineer on production B2B SaaS.
• Strong troubleshooting instincts across web apps, APIs, and cloud infrastructure, plus solid SQL (Postgres preferred).
• Experience with RESTful or RPC-based APIs, AWS or similar cloud platforms, and ticketing systems like Linear, Jira, Zendesk, or Pylon.
• Track record of working directly with customers, managing escalations, and owning issues until resolved.
• Familiarity with LLM-based products and using AI tools to debug and resolve issues faster.
• Healthcare experience or handling sensitive data in regulated environments is a plus.
• Clear communication to engineers and non-technical stakeholders, in writing and live.

Responsibilities

• Own client issue resolution: triage, debug, and resolve technical issues across frontend, backend, integrations, and data flows from first report through verified production fix.
• Ship client customizations and fixes: implement client-specific configurations, workflow changes, and bugs in TypeScript/Node.js and React codebase.
• Debug across the stack: investigate problems using logs, monitoring, database queries, and test environments including EHR/data integrations and AI features.
• Partner with engineering and customers: act as the technical contact, communicate status and root cause, escalate with full context when needed.
• Turn recurring issues into improvements: identify patterns, advocate for product fixes, and build internal tools to reduce repeat work.
• Build the support playbook: create runbooks, troubleshooting guides, and internal docs for faster, consistent resolution.
• Protect sensitive data: handle client and patient data in line with HIPAA and Thesis security practices.

Skills

Troubleshooting

SQL (Postgres)

Web apps

APIs

Cloud infrastructure

Clear communication

AI fluency

Customer empathy

NYC-based

Tools

RESTful APIs

RPC-based APIs

AWS

Logging/Monitoring tools

Jira

Zendesk

Linear

Pylon

Job description

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.
• 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.

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As set forth in Thesis's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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