Technical Support Engineer - Healthtech (Remote)

Carex Consulting Group; Chicago (IL); Remote; USD 85,000 - 110,000; Full time

Job summary

Carex Consulting Group is seeking a Technical Support Engineer to serve as the first line of support for a mission-critical Healthtech SaaS platform, with remote work available in Chicago, IL.

You will own production support from alert to resolution, investigate issues, and escalate defects with clear context; collaborate with SRE, engineering, and Customer Success to improve reliability and response times.

Qualifications

• 5+ years in a customer- or client-facing technical support role with ownership of issues from report to resolution.
• Strong customer communication, able to explain technical issues to non-technical audiences and manage expectations during high-pressure situations.
• Experience managing support queues, prioritizing incidents, and working within SLAs.
• Strong SQL skills, including understanding unfamiliar schemas, writing precise queries, investigating data issues, and safe data corrections.
• Independent and methodical troubleshooting, forming hypotheses, gathering evidence, and determining escalation needs.
• Experience with Python and/or Bash and comfort using the command line to investigate issues and automate tasks.
• Working knowledge of AWS, particularly SQS, SNS, dead-letter queues, and CloudWatch logs/alarms.
• Experience troubleshooting REST APIs and integrations (Swagger/OpenAPI, curl/Postman).
• Experience using AI/LLM tools to support investigation and workflow automation.
• Familiarity with PostgreSQL concepts (indexes, locking, plans, transactions) is preferred.
• Ability to read Java/Spring Boot code and interpret stack traces is preferred.
• Familiarity with Terraform and Kubernetes manifests, pods, and deployments is preferred.
• Experience with observability tools (PagerDuty, Sentry, Grafana, Prometheus) is preferred.
• Experience with BigQuery or data warehouses for investigating data discrepancies is preferred.
• Familiarity with Salesforce; healthcare or regulated environments preferred.

Responsibilities

• Own and triage the customer support queue, prioritizing issues based on impact and urgency while meeting SLAs.
• Monitor production alerts across PagerDuty, Sentry, Slack, CloudWatch, Grafana, and Prometheus, separating actionable issues from noise.
• Investigate and resolve production issues independently using SQL, logs, REST endpoints, runbooks, admin tools, and command-line utilities.
• Perform safe operational remediation, including replaying dead-letter queues, correcting targeted data issues, rerunning jobs, and recovering stuck records.
• Communicate clearly with customers and Customer Success throughout incidents with realistic expectations, meaningful updates, and resolution confirmation.
• Conduct routine production health checks and proactively identify issues affecting platform reliability or customer experience.
• Escalate genuine software defects to engineering with reproduction steps, diagnostic evidence, findings, and context.
• Improve runbooks, alert quality, and operational processes from recurring incidents and production experience.
• Automate repetitive investigations, checks, and support workflows using Python, Bash, and AI-assisted tools.
• Troubleshoot REST/OpenAPI integrations with external identity, background-check, registry, CRM, and other third-party systems.

Skills

Customer-facing support

SQL

Python

Bash

REST APIs

OpenAPI

AWS basics

PostgreSQL knowledge

Troubleshooting

Automation

Tools

PagerDuty

Sentry

CloudWatch

Grafana

Prometheus

Terraform

Kubernetes

Postman

CLI/Shell

Job description

Carex Consulting Group is seeking a Technical Support Engineer to serve as the first line of support for a mission-critical Healthtech SaaS platform, with remote work available in Chicago, IL.

You will own production support from alert to resolution, investigate issues, and escalate defects with clear context; collaborate with SRE, engineering, and Customer Success to improve reliability and response times.