Technical Support Engineer (US)

Credentially; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme (employer contribution)

Job summary

Credentially is seeking a Technical Support Engineer to serve as the first responder for a healthcare platform across UK, US, and Canada. You will own the customer support queue, triage issues, and keep customers informed from incident to resolution.

Daily duties include monitoring alerts, performing end-to-end investigations with SQL, REST endpoints, and runbooks, and collaborating with engineering to ensure reliability. Strong communication and a bias for proactive improvement are essential.

Qualifications

• Minimum 5 years in a customer-facing support role with professional communication.
• Strong ability to explain technical issues clearly to non-technical people.
• Own a support queue end-to-end and meet SLA targets.
• Read unfamiliar schemas, write targeted SQL queries and correct data safely.
• Form a hypothesis, gather evidence and troubleshoot methodically.
• Automate repetitive tasks with Python/Bash scripting.
• Know AWS basics: SQS/SNS, CloudWatch; read logs and alarms.
• Read REST/OpenAPI specs and test endpoints for integration issues.
• Exercise sound judgment on escalation and handoffs.
• Leverage AI tools to investigate and automate support work.

Responsibilities

• Own the customer support queue; triage, log, prioritise, route and respond within SLA with diagnostics.
• Communicate with customers and Customer Success; set expectations and provide updates.
• Monitor alert feeds and separate real issues from noise; assess impact and urgency.
• Investigate and resolve end-to-end using runbooks, SQL, logs and REST endpoints.
• Run daily production health checks across regions to keep the platform healthy.
• Be the first-line filter; resolve or document issues with reproducible context.
• Improve runbooks and automate repetitive checks with scripts and AI-assisted workflows.

Skills

Customer communication

SLA management

SQL

Python/Bash scripting

REST APIs

Troubleshooting

Independent work

AI automation

Tools

Jira Service Management

Retool

Java/Spring Boot

PostgreSQL

Redis

BigQuery

AWS (SQS/SNS)

CloudWatch

REST/OpenAPI

Job description

About Us

We are Credentially, a purpose-driven company committed to enabling accessible and safe healthcare for all. By 2030, our mission is clear: to credential 1 million healthcare workers annually, equipping them with the essential skills and expertise to deliver top-tier care. In tandem, we aspire to contribute 10 million additional hours of patient care to healthcare systems, enriching access to vital services and elevating overall patient outcomes.

Our Values

Our values are at the heart of our company and alignment with our values is the cornerstone of our recruitment process:

• Doing the right thing: Integrity guides our every decision. We hold ourselves accountable to the highest ethical standards, ensuring honesty, transparency, and fairness in all endeavours.
• Striving for excellence: We're relentless in our pursuit of excellence. By setting ambitious goals and fostering a culture of innovation, we push boundaries to exceed expectations and drive positive change.
• Aligning as a firm: Collaboration is key to our success. We work as one cohesive team, leveraging diverse talents and perspectives to achieve our shared goals with precision and efficiency.
• Measuring impactful outcomes: Results matter. We measure success not just by numbers, but by the tangible impact we make in transforming healthcare systems and improving patient outcomes.
• Embracing teamwork and fun: We believe in the power of camaraderie and enjoyment. Through teamwork, laughter, and a supportive work environment, we inspire creativity and resilience to overcome challenges and achieve greatness.

What our software does

Credentially is an all-in-one SaaS platform that automates the painful, manual process of onboarding and credentialing healthcare professionals. Instead of chasing paperwork and juggling spreadsheets, clinics and hospitals use Credentially to:

1. Collect and verify documents (licenses, training, references, background checks).
2. Check compliance in real time via integrations with official databases.
3. Streamline onboarding with digital forms, reminders, and dashboards.
4. Continuously track workforce compliance, avoiding expired or missing credentials.
5. Reduce time-to-hire from weeks to days by scaling recruitment efficiently.

By automating credentialing, we save providers countless admin hours so they can focus on delivering patient care.

Position Overview

As our Technical Support Engineer, you're the first line of support for a healthcare platform running across three production regions (UK, US, and Canada). When an alert fires, a queue backs up, or a customer raises a ticket, you're the one who digs in, works it out, fixes it, and keeps the customer informed the whole way. You resolve most issues yourself and evade to engineering only what genuinely needs them, with a clean hand-off - a sharp, independent filter, not a relay.

Today, production support is a rotating duty among our senior engineers. It works, but it pulls our best people off building, and recurring issues don't get consistent ownership. You'll own that: first responder for production alerts and owner of the customer support queue across all four regions, sitting between monitoring and Customer Success on one side and engineering on the other. Under the hood, Credentially is a multi-tenant, event-driven platform wired into a dozen-plus third-party verification providers - so support here is mission-critical engineering, not ticket-shuffling.

Key Responsibilities

• Own the customer support queue. Triage incoming tickets - log, categorise, prioritise and route - and respond within SLA, gathering the diagnostics you need up front (logs, timestamps, IDs).
• Communicate with customers. Keep customers and Customer Success informed in plain, calm language: set realistic expectations, give regular updates, and close the loop after every fix.
• Monitor and triage alerts. Watch the alert feeds (PagerDuty, Sentry, Slack, CloudWatch) and separate real issues from noise, judging impact and urgency fast.
• Investigate and resolve, independently. Work issues end-to-end using runbooks, SQL, logs and REST endpoints: replay dead-letter queues, apply safe data fixes, re-run jobs, recover stuck records.
• Run the daily production health checks across all four regions and keep the platform healthy.
• Be the filter. Resolve or close everything you can at first line; elevate only genuine defects, with a clean, reproducible package and your findings attached.
• Make it better. Improve runbooks from real experience and automate the repetitive checks and replies with scripts and AI-assisted workflows.

Skills and Qualifications

Essential

• Minimum 5 years' experience in a customer or client-facing support role, with strong experience communicating directly with customers and managing support interactions professionally.
• Customer communication and empathy. Explain technical issues in plain, calm language to non-technical people; set expectations and keep customers updated under pressure.
• Ticket ownership and SLAs. Own a support queue end-to-end in a ticketing system: triage, prioritise, communicate and resolve within SLA.
• SQL - strong and confident. Read an unfamiliar schema, write precise queries, and make careful, targeted data corrections safely.
• Independent, methodical troubleshooting. Form a hypothesis, gather evidence, isolate root cause - working from and improving runbooks.
• Scripting and the command line. Python and/or Bash; comfortable automating repetitive tasks.
• AWS fundamentals, especially messaging (SQS, SNS, dead-letter queues), plus reading logs and alarms in CloudWatch.
• REST APIs and integrations. Read Swagger/OpenAPI, call endpoints (curl/Postman), inspect payloads, debug webhooks.
• Sound escalation judgement and ownership. Know what to solve versus elevate, hand off clean reproducible context, and see every issue through.
• AI fluency. Using LLMs and agents (Claude, MCP tools, prompt/eval discipline) to investigate and automate support work.

Desirable

• PostgreSQL specifics (indexes, locking, query plans, transactions).
• Reading Java / Spring Boot - enough to follow a stack trace to the line that threw.
• Alert hygiene - improving signal-to-noise across PagerDuty, Sentry and Slack alerts.
• Infrastructure - Terraform and Kubernetes (reading manifests, inspecting pods, ConfigMaps, deployments).
• Observability platforms - Splunk / Elastic, Grafana, Prometheus.
• Data and analytics - BigQuery / warehouse SQL for reporting and investigating data discrepancies.
• Salesforce familiarity; experience in healthcare or other regulated environments.

The stack you'll support:

Jira Service Management and Retool for tickets and admin; Java/Spring Boot, PostgreSQL, Redis and BigQuery on the backend; AWS with SQS/SNS, EKS/Kubernetes, Terraform and S3; PagerDuty, Sentry, CloudWatch and Grafana/Prometheus for alerting and observability; and REST/OpenAPI integrations to identity, background-check, registry and CRM systems. The platform is mid-migration from Java 17 / Spring Boot 2.7 toward Spring Boot 4, so you'll see both.

What We Offer

Company Culture

At Credentially, we prioritise fostering a positive and inclusive work environment where our employees feel valued, motivated, and supported. Our culture is built on our core values, and we believe that by working together toward a common goal, we can achieve great things.

Incentive Plan

Every employee at Credentially shares in the success of the business. While you remain employed at Credentially, you will be part of the company's MIP (Management Incentive Plan), which is share-based rather than option-based.

Employee Benefits

• 25 days annual leave (plus public holidays)
• Pension scheme (3% ER / 5% EE)

Enjoy Benefits

• Holiday Buy / Sell scheme up to 5 days.
• Cycle to Work scheme
• Employee Assistance Programme
• Childcare vouchers
• Car scheme
• Gym benefits and more.

Available via EnjoyBenefits: https://www.enjoybenefits.co.uk/the-benefits/

Training and Development

Credentially is committed to your professional development. We will support you with opportunities to expand your skills through training courses, workshops, and conferences.