Technical Support Engineer - Incident Triage & Root Cause

Charta Health; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Charta Health is building an operating system for modern healthcare organizations to streamline non-clinical operations. The role owns the investigation and triage of customer-reported issues, providing clear root causes and proposed fixes to enable engineers to work efficiently.

You will diagnose issues across data, logs, and pipelines, triage incidents, and hand off with concise, realistic timelines to customer teams.

Qualifications

• Experience in technical support engineering, SRE/production support, or related roles.
• Strong debugging mindset and ability to self-solve with initiative.
• Excellent ticket writing with reproducible steps and clear scope.
• Healthcare data experience or familiarity with EHR/EMR integrations is a plus.

Responsibilities

• Investigate and diagnose issues from the Technical Success team across data, logs, and pipelines.
• Triage incidents, classify issues, and route them to the appropriate oncall or pod.
• Resolve tier 1 issues by fixing configurations, mappings, and customer-specific setups.
• Propose tier 2 fixes with clear root cause analysis and actionable engineering tickets.
• Handoff with a plain-English summary and realistic timelines to the customer team.
• Build reusable knowledge through runbooks, write-ups, and triage guides.

Skills

Python

TypeScript

SQL

Logs

Data pipelines

Job description

Charta Health is building an operating system for modern healthcare organizations to streamline non-clinical operations. The role owns the investigation and triage of customer-reported issues, providing clear root causes and proposed fixes to enable engineers to work efficiently.

You will diagnose issues across data, logs, and pipelines, triage incidents, and hand off with concise, realistic timelines to customer teams.