Senior Client Success Engineer - Advanced Support (Remote)

Mpulse Mobile, Inc; United States; Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Remote-First

100% Company-Paid Employee Coverage

401(k) + 4% Match

6 Weeks Parental Leave

Invest in You

Job summary

mPulse is seeking a Client Success Engineer III to own complex escalations, perform deep troubleshooting, and drive reliability improvements for our healthcare technology platform. This remote role supports customers across the United States, partnering with engineering and product teams to implement durable solutions.

The ideal candidate has 6–8 years in technical support, strong SQL/API skills, and experience with cloud platforms.

Qualifications

• Bachelors degree or equivalent practical experience.
• 6-8 years in technical client support or technical product support.
• Experience with cloud platforms (AWS, Azure, or GCP).
• Hands-on with SQL and various databases (PostgreSQL, Elasticsearch, Open Search, MongoDB, MySQL).
• Experience with web development tech (Java, Python, TypeScript) and Git tools.
• Familiarity with HIPAA/healthcare IT systems is a plus.

Responsibilities

• Diagnose and solve technical problems for customers or internal teams.
• Communicate solutions via tickets, emails, and calls.
• Perform deep troubleshooting and document solutions to KBs.
• Monitor systems and proactively address issues to prevent downtime.
• Collaborate with engineering, product management, and CS to implement improvements and track fixes.
• Develop and maintain documentation and training materials.
• Provide on-call support in rotation and mentor junior engineers.

Skills

Cloud-native architectures

Distributed systems

SQL

APIs

Technical troubleshooting

Cross-functional collaboration

Mentoring

Observability/ monitoring

Education

Bachelor's degree in CS/IT/Engineering

Tools

Datadog

Splunk

PagerDuty

Grafana

Jira Service Manager

Zendesk

Job description

The Role:

Client Success Engineer III (Advanced Support) role brings senior-level technical depth to the team. In addition to owning complex escalations and deep troubleshooting, these engineers drive continuous improvement in system reliability, develop operational workflows and scripts, and mentor junior engineers. Their presence is critical to managing the increased complexity introduced by the North and East transition.

Location: Fully remote

Duties/Responsibilities:

• Diagnose and solve technical problems reported by customers or internal teams.
• Communicate with customers via tickets, emails, and working session calls, guiding them through solutions and providing technical support.
• Perform deep technical troubleshooting to investigate the root cause of issues, document solutions, and create knowledge bases for future reference.
• Monitor systems for potential issues and proactively address them to prevent downtime
• Collaborate with engineering, product management, and customer success to identify solutions and implement improvements, escalate issues and track defect fix delivery
• Develop and maintain accurate and comprehensive documentation, knowledge base articles, and training materials.
• Provide On call support in rotation with rest of the team members
• Mentor junior engineers on the team.

Skills/Abilities/Experience:

• Strong knowledge of and working experience with cloud-native architectures, database solutions, distributed systems and advanced programming concepts
• Ability to collaborate with and drive initiatives with a cross-functional teams
• Proven expertise in designing and managing Product Support teams for HealthCare Technology Systems.
• Strong skills with advanced SQL and APIs
• Hands-on experience supporting high-traffic Health Care Web Sites and Systems.
• Strong communication abilities to create client-facing responses.
• Strong problem-solving skills with a focus on deep technical troubleshooting and continuous improvements in system reliability
• Ability to manage multiple open issues and prioritize effectively
• Proficiency in leveraging observability and monitoring tools for proactive system health management.
• Skilled in script development, escalation response, and operational workflows.
• Strong communication abilities to articulate complex technical concepts to diverse stakeholders.
• Demonstrated success implementing and optimizing Product Support Escalation and On Call Coverage

Minimum Qualifications:

• Bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience
• 6-8 years' experience in technical client Support, technical product support
• Hands-on experience with cloud platforms (AWS, Azure, or GCP)
• 4-6 years' Experience with any of these database technologies, such as SQL, Elasticsearch, Open Search, PostgreSQL or Kibana, mongoDB, Oracle , mySQL
• Experience with web development technologies including Java, Pearl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, K8S.
• Working experience with monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager, Grafana)
• Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce)
• Nice to have: Familiarity with healthcare IT systems or HIPAA compliance is a plus
• Nice to have: Familiarity with HL7/FHIR standards, TCP

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight.