Senior Client Success Engineer III — Advanced Support

mPulse; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first

100% company-paid benefits

401(k) + 4% match

Parental leave

Frequent training

Culture of recognition

Job summary

mPulse is seeking a Client Success Engineer III (Advanced Support) to own complex escalations, perform deep troubleshooting, and mentor junior engineers in a remote-first environment.

You will drive reliability improvements, develop operational workflows, and collaborate with product management, engineering, and customer success to resolve high-impact issues for health plans and healthcare platforms.

Qualifications

• Bachelor's degree in computer science, IT, engineering or related field or equivalent practical experience
• 6-8 years' experience in technical client support or technical product support
• Hands-on experience with cloud platforms (AWS, Azure, or GCP)
• 4-6 years' experience with databases (SQL, Elasticsearch, OpenSearch, PostgreSQL, MongoDB, Oracle, MySQL)
• Experience with web development technologies (Java, Pearl, PHP, Python, TypeScript, Bitbucket, Git, SVN, React, Argo, K8s)
• Working experience with monitoring tools (Datadog, Splunk, PagerDuty, Jira Service Manager, Grafana)
• Familiarity with ticketing systems (Jira, Zendesk, Salesforce)
• Nice to have: healthcare IT systems familiarity or HIPAA, HL7/FHIR standards

Responsibilities

• Diagnose and solve technical problems reported by customers or internal teams
• Communicate with customers via tickets, emails, and calls, guiding them through solutions
• Perform deep technical troubleshooting to identify root causes and document solutions
• Monitor systems for potential issues and proactively address them
• Collaborate with engineering, product management, and customer success for improvements
• Develop and maintain knowledge bases and training materials
• Provide on-call support in rotation with the team
• Mentor junior engineers on the team

Skills

Cloud architectures

Cross-functional collaboration

Product Support leadership

SQL

APIs

High-traffic healthcare systems

Troubleshooting

Issue prioritization

Observability tools

Scripting

Communication

Escalation management

Education

Bachelor's degree in CS/IT/Engineering

Tools

AWS

Azure

GCP

Datadog

Splunk

PagerDuty

Grafana

Jira Service Manager

Zendesk

Job description

mPulse is seeking a Client Success Engineer III (Advanced Support) to own complex escalations, perform deep troubleshooting, and mentor junior engineers in a remote-first environment.

You will drive reliability improvements, develop operational workflows, and collaborate with product management, engineering, and customer success to resolve high-impact issues for health plans and healthcare platforms.