Product Engineer, Support

Junction; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible remote-first working

Generous early-stage options

Monthly learning budget of $300

25 days off a year + national holidays

Healthcare coverage depending on location

Job summary

Junction is seeking a Technical Support Engineer based in the United States. This role focuses on customer support for healthcare technology, requiring strong technical skills, problem-solving abilities, and a passion for improving healthcare. Responsibilities include diagnosing technical issues, assisting customers across technical levels, and enhancing support documentation. The salary ranges from $90K to $130K based on experience, along with equitable benefits, a hybrid work setting, and a commitment to a supportive work environment.

Qualifications

• Customer obsessed with a support-first mentality.
• Comfortable reading code and navigating logs.
• Enjoy solving complex technical problems.

Responsibilities

• Investigate and diagnose technical issues.
• Provide excellent customer experience.
• Improve documentation and tooling.

Skills

Technical problem solving

Customer service

Communication

Python or similar coding

Job description

Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables, lab tests, and patient–doctor interactions, we’re entering an era where data is abundant.

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is simple but ambitious: use health data to unlock unprecedented insight into human health and disease.

If you're passionate about how technology can supercharge healthcare, you’ll fit right in.

Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we’re working to solve one of the biggest challenges of our time: making healthcare personalized, proactive, and affordable. We’re already connecting millions and scaling fast.

Short on time?

• Who you are: A support-first, customer-driven problem solver with strong technical instincts

• Salary: $90K - $130K [based on experience and location]

• Time zone: Eastern Time Zone

Why we need this role

Junction powers modern healthcare companies through clean, reliable APIs. Our customers expect fast and accurate answers because they’re building patient-facing products that can’t break.

We’re hiring a Technical Support Engineer who is:

• Customer obsessed: You like helping people unblock real problems

• Technical at the core: You’re comfortable reading code and navigating logs

• Support-minded: You see support as a craft, not a stepping stone

• Impact-focused: You care about getting to the real root of a problem, not just the quickest workaround.

This role is for someone who loves technical support and wants to be excellent at it.

Who you’ll be working with

• Eliot, Customer Support Lead — your manager and partner in building world‑class support

• Andy, Technical Support Engineer — your peer, working daily in code and logs

• The wider engineering, product, sales and ops teams — we’re ~35 people, flat and collaborative

You’ll sit at the centre of how the company operates.

What you’ll be doing day to day

1. Investigate and diagnose technical issues

   • Trace issues through logs and our services
   • Understand and reproduce errors to find the root cause
   • Share clear updates with customers and engineers

2. Think like an engineer, act like a support specialist

   • Read code to spot where things break
   • Use AI tools to speed up debugging
   • Make small fixes when appropriate, and escape when needed

3. Deliver a great customer experience

   • Work with users from senior engineers to non-technical operators
   • Adjust your communication based on the audience
   • Respond quickly with accurate, thoughtful answers

4. Improve our documentation, tooling & processes

   • Write clear docs that reduce repeat questions
   • Build small tools or scripts to speed up your workflow
   • Flag recurring issues and suggest improvements

Who you are

• You genuinely enjoy helping people. Unblocking customers gives you energy — support is something you take pride in.

• You’re mission-driven. Building technology that improves healthcare matters to you.

• You’re a technical problem solver. You like digging into complex issues, tracing through systems and thinking on your feet.

• You’re comfortable in startup environments. Things move quickly, not everything is defined, and you help bring clarity.

• You communicate clearly. You can explain technical things in a way that makes sense for whoever you’re speaking with.

• You’re comfortable with code. You’ve spent a couple of years writing or debugging Python (or similar) and can work through unfamiliar codebases confidently.

How you’ll get to know us

1. Initial call - 30 minutes with Lyn, Technical Recruiter

2. Behavioural interview - 30 minutes with Eliot - Customer Support Lead

3. Technical interview (live debugging pair programming) - 60 minutes with x2 engineers

4. Paid trial day - learn what it would be like to work here and meet the rest of the team

What is the current compensation package

• $90K - $130K [based on experience and location]

• Your salary is dependent on your location and experience level

• Generous early stage options (extended exercise post 2 years employment)

• Regular in-person offsites, last were in Tenerife and Miami

• Monthly learning budget of $300 for personal development and productivity

• Flexible, remote-first working - including $1K for home office equipment

• Monthly budget of $150 to use towards a coworking space

• 25 days off a year + national holidays

• Healthcare coverage depending on location

Oh and before we forget:

• Backend Stack: Python (FastAPI), Go, PostgreSQL, Google Cloud Platform (Cloud Run, GKE, Cloud BigTable, etc), Temporal Cloud

• Frontend Stack: TypeScript, Next.js

• API docs are here: https://docs.junction.com/

• Company handbook is here with engineering values + principles

Important details before applying:

• We only hire folks physically based in GMT and EST timezones - more information here

• We do not sponsor visas right now given our stage