Remote Tier I Production Support Engineer (Zendesk)

Redox; United States; On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Remote work

Flexible PTO

Healthcare benefits

Job summary

Redox is seeking a Customer Success Associate for Tier I support to guide customers through configuration updates, VPN/API connectivity, and incident response. You will troubleshoot, communicate clearly, and escalate when needed, while working from a remote US-based role.

You'll use AI tools to aid troubleshooting, maintain thorough documentation, and act as Incident Manager during major outages. This fully remote position offers the ability to work with healthcare data across a growing network.

Qualifications

• Technical support experience
• Learn quickly and think critically
• Interpret JSON/HL7v2/logs to diagnose issues
• Understand APIs and web service protocols
• Explain technical concepts clearly to customers
• Organized and customer-service oriented
• Comfortable using AI tools in troubleshooting

Responsibilities

• Handle Tier I tickets and escalate to Tier II as needed
• Instruct customers on configuration updates and issue resolution
• Troubleshoot VPN/API connectivity and traffic questions
• Respond to critical support issues and participate in on-call shifts
• Act as Incident Manager during major incidents with customer communications
• Take after-hours on-call shifts (approx. one week every other month)

Skills

Technical support

API basics

HL7v2

APIs

Communication

On-call support

AI tooling

Tools

Zendesk

Jira

Confluence

Job description

Redox is seeking a Customer Success Associate for Tier I support to guide customers through configuration updates, VPN/API connectivity, and incident response. You will troubleshoot, communicate clearly, and escalate when needed, while working from a remote US-based role.

You'll use AI tools to aid troubleshooting, maintain thorough documentation, and act as Incident Manager during major outages. This fully remote position offers the ability to work with healthcare data across a growing network.