Remote Tier 2 Support Engineer - API/Diagnostics

Axuall; United States; On-site; USD 893,000 - 1,027,000; Full time

Benefits offered by this job

401(k) with Employer Match

Wellness Stipend

Professional Development Reimbursement

Work From Home Stipend

Remote Work Flexibility

Flexible PTO

Paid parental leave

Job summary

Axuall is seeking a mid to senior Tier 2 support professional to triage, escalate, and resolve technical requests from clients and internal teams. You will work within a matrixed environment to troubleshoot issues and ensure timely resolutions.

The role involves collaboration with product management, engineering, and support to improve workflows and tooling. Remote-first with occasional HQ visits to Cleveland, OH; hours align with 8:00am–4:30pm ET.

Qualifications

• 3-5 years experience troubleshooting and resolving tier 1 and tier 2 issues.
• 3-5 year experience partnering with Engineering and Development Teams on escalated issues.
• 3-5 years experience troubleshooting and resolving issues with APIs.
• Exposure to healthcare organizations and clinicians.

Responsibilities

• Apply your technical knowledge to triage, escalation and resolution of technical requests from clients and internal teammates.
• Respond promptly to requests, assess root cause, potential workarounds, and options for resolution.
• Readily available for live coverage as needed (Axuall supports Clinicians 8AM - 8PM EST).
• Foster collaboration and impeccable communication among product management, engineering and support teams.
• Coordinate / follow up on internal requests and work in progress.
• Create and improve workflow for triage and escalation of support tickets.
• Assess and develop internal tooling to provide visibility to underlying issues leading to support requests.
• Apply good practice in software testing to the identification and resolution of issues.
• Contribute to the growth of the team by bringing your best ideas for improvement and collaboration.

Tools

Python

PostgreSQL

Insomnia

Postman

Sentry

Grafana

Job description

Axuall is seeking a mid to senior Tier 2 support professional to triage, escalate, and resolve technical requests from clients and internal teams. You will work within a matrixed environment to troubleshoot issues and ensure timely resolutions.

The role involves collaboration with product management, engineering, and support to improve workflows and tooling. Remote-first with occasional HQ visits to Cleveland, OH; hours align with 8:00am–4:30pm ET.