Senior Remote Tech Support Engineer (SaaS)

Bask Health; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Bask Health is seeking a Senior Technical Support Engineer to investigate and resolve complex issues across our SaaS telehealth platform. You will work with success, product, and engineering teams to diagnose problems, reproduce defects, and improve reliability for customers.

The role emphasizes leadership in escalations, thorough debugging, and clear communication in a remote US-time environment, supporting healthcare-focused software platforms.

Qualifications

• 5+ years of experience in technical support engineering, application support, production support, or a closely related technical role.
• Strong experience supporting customer-facing SaaS applications.
• Demonstrated ability to investigate and resolve complex software issues.
• Experience troubleshooting web applications and browser-based platforms.
• Working knowledge of REST APIs, HTTP methods, status codes, and common integration patterns.
• Familiarity with JSON, webhooks, and API authentication.
• Experience using browser developer tools for technical investigation.
• Ability to analyze logs, error messages, and application behavior.
• Experience reproducing software defects and documenting reproduction steps.
• Ability to distinguish configuration problems from application defects.
• Experience working directly with software engineering teams.
• Familiarity with technical ticketing and escalation management systems.
• Experience prioritizing issues based on severity and customer impact.
• Strong technical documentation skills.
• Ability to communicate complex technical findings clearly.
• Experience coordinating investigations across multiple internal teams.
• Strong problem-solving and analytical thinking skills.
• Ability to manage several technical investigations simultaneously.
• Understanding of software incident management and escalation procedures.
• Familiarity with application security and appropriate data-handling practices.
• Ability to work independently on ambiguous technical problems.
• Strong organizational skills and attention to detail.
• Ability to maintain clear and accurate technical records.
• Comfortable collaborating with customer success and product teams.
• Comfortable working in a remote, cross-functional environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Ability to take ownership of technical escalations through resolution.

Responsibilities

• Serve as a senior escalation point for complex customer-facing technical issues.
• Investigate advanced software application and platform problems.
• Troubleshoot merchant storefronts, questionnaires, checkout flows, and supported workflows.
• Diagnose configuration errors, integration failures, and unexpected application behavior.
• Reproduce customer-reported bugs and document technical findings.
• Use browser developer tools, logs, and available diagnostic systems.
• Investigate REST API, webhook, and authentication-related problems.
• Analyze HTTP requests, responses, and relevant error messages.
• Distinguish product defects from configuration and integration issues.
• Prioritize technical issues according to customer impact and severity.
• Own assigned escalations and coordinate them through resolution.
• Work with engineering teams on issues requiring code-level investigation.
• Provide detailed reproduction steps and technical evidence to engineers.
• Collaborate with product managers on product behavior and functionality concerns.
• Coordinate with customer success teams on high-impact account issues.
• Communicate technical updates and recommended next steps clearly.
• Identify and document supported workarounds when appropriate.
• Help validate customer-facing fixes following engineering releases.
• Participate in investigations of customer-impacting platform incidents.

Tools

Postman

Datadog

Sentry

New Relic

Shopify

REST APIs

JSON

Job description

Bask Health is seeking a Senior Technical Support Engineer to investigate and resolve complex issues across our SaaS telehealth platform. You will work with success, product, and engineering teams to diagnose problems, reproduce defects, and improve reliability for customers.

The role emphasizes leadership in escalations, thorough debugging, and clear communication in a remote US-time environment, supporting healthcare-focused software platforms.