Technical Support Engineer - West Coast US

Spruce Health, Inc.; San Francisco (CA); À distance; USD 80 000 - 120 000; Plein temps

Résumé du poste

Spruce Health, Inc. is seeking a Technical Support Engineer to join our remote customer operations team.

You will provide technical assistance to medical professionals, act as an escalation layer to engineering, and help ensure our platform runs smoothly for new and existing customers. You will resolve complex issues across video, email, and chat, document solutions, and become an expert on Spruce telephony and related API tools.

Qualifications

• 2+ years experience in a customer-facing, problem-solving support role.
• Experience in customer support for a SaaS or highly technical product.
• Exceptional communication skills, both written and verbal.
• Passion for helping others and a high degree of empathy for our customers.

Responsabilités

• Resolve complex customer issues synchronously (video) and asynchronously (email/chat).
• Partner with the Engineering team to resolve escalated technical issues.
• Own and manage the ticketing system for prioritized customer issues.
• Collaborate with external partners and customers to resolve upstream and downstream issues.
• Document solutions to common problems and share with the team.
• Become an expert on Spruce telephony (VoIP, number porting, API, etc).
• Serve as IT support for internal Spruce employees and equipment setup.
• Contribute to weekend support coverage 2-4 times a year.

Connaissances

Customer-facing

SaaS support

Communication

Problem-solving

Tech-savvy

Organized

Detail-oriented

Self-starter

Outils

SQL

Git

Unix

Scripting

Description du poste

Only accepting applicants residing in

• California
• Oregon

About the Role

We are looking for a Technical Support Engineer for our talented customer operations team, which is focused on the activation, satisfaction, and retention of our customer base of medical professionals. As part of this team, you will be primarily focused on providing technical assistance to new and existing customers, with the goal of ensuring the more technical elements of our platform are functioning at the highest level. Additionally, you will be responsible for acting as an escalation layer between our customer support team and our engineering team. All of this work will be done remotely, occurring either over the phone, video calls or via email / chat.

Expectations

• Resolve complex customer issues synchronously (over video calls) and asynchronously (email and chat)
• Partner with the Engineering team to resolve any technical issues escalated from the frontline support team
• Own and project manage the ticketing system of prioritized customer issues, ensuring the queue is tidy and up to date on a regular basis
• Collaborate with our external partners in collaboration with our customers to resolve upstream and downstream issues
• Proactively document solutions to common problems that you’ve encountered and share them with the team
• Become an expert on telephony at Spruce (ie. VoIP Phones, number porting, business registration for calls/sms, troubleshooting call issues, API applications, reporting, etc)
• Act as the main point person for IT support for our team internally (ie. helping new Spruce employees get their computers set up)
• Contribute to weekend support coverage 2-4 times a year, flexible to your scheduling needs

About You

• 2+ years experience in a customer-facing, problem-solving support role
• Experience in customer support for a SaaS or highly technical product
• Exceptional communication skills, both written and verbal. You can clearly and thoughtfully explain new concepts to different audiences
• Passion for helping others and a high degree of empathy for our customers
• High degree of comfort with technology
• Motivated self-starter with strong problem-solving skills to navigate complex problems
• Organized and detail-oriented in fast-paced environments

Bonus Qualifications

• Experience with telecommunications / phone systems
• Comfortable writing SQL queries, writing and running scripts locally on your computer, interacting with git, unix command line tools, etc
• Experience working in healthcare technology

About the Company

Spruce is a cloud-based healthcare communications platform that powers clinical workflows for both in-person and remote care. We launched the core Spruce platform in 2016, and we now power the communications and other operational aspects of tens of thousands of diverse medical organizations, from solo providers through to large multi-site, multi-specialty practice groups.

Spruce offers advanced, delightful solutions in telemedicine, traditional telephony, secure messaging, team collaboration, population management, workflow efficiency, and many other necessary areas and functions of healthcare today. Spruce is predominantly used-and loved, with a 4.8+ star rating across 30K+ reviews-by small- to medium-sized medical practices in the United States.