Senior Technical Success Engineer (Remote)

Bask Health; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Bask Health is seeking a Senior Customer Success Engineer to help healthcare clients implement, integrate, troubleshoot, and adopt Bask Health's platform. This role blends technical problem-solving with proactive customer communication and long-term customer success.

You will work directly with merchants, entrepreneurs, and healthcare businesses using Bask Health to operate direct-to-consumer telehealth experiences.

Qualifications

• 5+ years in customer success engineering, solutions engineering, or related technical customer-facing role.
• Experience supporting customers using B2B SaaS or other complex software platforms.
• Strong technical troubleshooting and problem-solving skills.
• Experience investigating software configuration, integration, or application issues.
• Working knowledge of REST APIs, HTTP requests, and common integration concepts.
• Familiarity with JSON, webhooks, and API authentication.
• Ability to use technical documentation to investigate and resolve issues.
• Experience communicating directly with customers about technical problems.
• Ability to explain complex technical concepts to nontechnical stakeholders.
• Experience collaborating with software engineers on customer-reported issues.
• Ability to reproduce bugs and provide clear technical reproduction steps.
• Experience distinguishing product defects from configuration or integration issues.
• Strong understanding of software onboarding and implementation processes.
• Ability to manage complex technical escalations independently.
• Experience documenting technical investigations and resolutions.
• Strong written and verbal communication skills.
• Ability to organize multiple customer issues and competing priorities.
• Experience working with customer success, product, and engineering teams.
• Ability to learn unfamiliar software systems and workflows quickly.
• Strong attention to detail and commitment to technical accuracy.
• Familiarity with software security and appropriate data-handling practices.
• Ability to maintain customer confidence during difficult technical situations.
• Experience using technical ticketing or customer support systems.
• Comfortable working independently in a remote environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Ability to take ownership of technical customer outcomes through resolution.

Responsibilities

• Serve as a senior technical point of contact for assigned customer accounts.
• Support technical onboarding and implementation for new customers.
• Help customers configure and adopt supported Bask Health platform capabilities.
• Investigate complex technical issues affecting customer workflows.
• Reproduce reported problems and document relevant technical findings.
• Troubleshoot API integrations, webhooks, and supported data connections.
• Assist with authentication, permissions, and configuration-related issues.
• Support troubleshooting involving merchant storefronts and checkout workflows.
• Investigate technical issues involving questionnaires and platform configuration.
• Help customers understand supported technical requirements and limitations.
• Collaborate with customer success managers on technical account needs.
• Partner with engineering teams to elevate product defects and complex issues.
• Provide engineers with clear reproduction steps, logs, and technical context.
• Coordinate customer communication during technical investigations.
• Translate technical findings into clear, actionable explanations.
• Track technical escalations through resolution and customer follow-up.
• Identify recurring technical problems and recommend preventive improvements.
• Help develop technical onboarding guides and troubleshooting resources.
• Document common integration issues and recommended resolutions.
• Support customers adopting new product features or integrations.
• Participate in customer meetings requiring advanced technical expertise.
• Work with product managers to communicate technical customer feedback.
• Assist with validating fixes for customer-reported issues.
• Identify technical risks that may affect customer adoption or retention.
• Support internal investigations of customer configuration problems.
• Help improve technical escalation and issue-triage processes.
• Share technical knowledge with other customer-facing team members.
• Maintain accurate records of customer issues, findings, and resolutions.
• Follow security and privacy requirements when investigating customer concerns.
• Coordinate with appropriate clinical or pharmacy stakeholders when needed.
• Recommend product improvements based on recurring customer challenges.
• Take ownership of complex technical customer outcomes and follow through on commitments.

Skills

Troubleshooting

SaaS support

API integrations

REST/HTTP

JSON

Security & privacy

Documentation

Escalations

Cross-functional

Onboarding

Communication

Remote work

US ET hours

Tools

Postman

Dev tools

SQL

Monitoring

API tests

CRM

Job description

Bask Health is seeking a Senior Customer Success Engineer to help healthcare clients implement, integrate, troubleshoot, and adopt Bask Health's platform. This role blends technical problem-solving with proactive customer communication and long-term customer success.

You will work directly with merchants, entrepreneurs, and healthcare businesses using Bask Health to operate direct-to-consumer telehealth experiences.