Tools & Support Engineer

SimplePractice; United States; On-site; USD 83,000 - 104,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Stock purchase plan

Flexible time off

Wellbeing days

Paid holidays

Summer Fridays

Mental health resources

Parental leave

Backup care

Tuition reimbursement

ERGs

Job summary

SimplePractice is hiring a Tools and Support Engineer who will act as a technical liaison between Engineering, Technical Product Specialists, and Customer Success. This role blends support with hands-on engineering, offering exposure to back-end and front-end tech and potential growth into a Software Engineering path.

You will interface daily with the engineering team, helping customers and team members by solving complex issues, building tools, and documenting solutions.

Qualifications

• 1-2 years experience in a technical customer support role, with a preference for software development exposure.
• Strong problem-solving skills applicable to large, complex system scenarios.
• Excellent written and verbal communication; ability to collaborate cross-functionally.
• Experience with interpreted languages (Ruby, Python, JavaScript) and relational databases (MySQL).
• Strong documentation and technical writing abilities.

Responsibilities

• Lead technical deep dives into production issues, analyzing logs and metrics to identify root causes.
• Serve as a technical liaison between Engineering, Technical Product Specialists, and Customer Success.
• Contribute to internal and customer-facing technical documentation.
• Build and support internal tools used by stakeholders for day-to-day operations.
• Coordinate cross-functional incident response and participate in on-call duties.

Skills

Tech support experience

Problem solving

Communication skills

Ruby

Python

JavaScript

MySQL

Technical writing

Independent work

Tools

Notion

Zendesk

Slack

Linear

HTML/CSS

JavaScript

Ruby on Rails

Git

SQL

Job description

About Us

At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice.

More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden-empowering solo and small group practitioners to thrive alongside their clients.

Recognized by MedTech Breakthrough as the Best Practice Management Solution Provider in 2024 and the Digital Health Awards in 2023, SimplePractice is proud to pave the future of health tech.

Our Culture

At SimplePractice, we think big, we take simplicity seriously, we come as we are, we act with humility, and we are built on trust. We are committed to fostering a culture of high performance and strong accountability and seek out the personalities and talents that have the potential to make us a stronger community of builders and problem solvers.

The Role

Our team is looking for a Tools and Support Engineer who is solution-focused, flexible, and highly communicative. This role is a blend of support specialist and technical resource who will act as the technical liaison between our Engineering, Technical Product Specialist, and Customer Success teams.

This role is an incredible opportunity for an aspiring Engineer looking to gain exposure to a world-class Engineering team. You'll be interfacing with our Engineering team on a daily basis while picking up valuable knowledge about back-end and front-end technologies. For the right candidate this role could grow into a Software Engineering role on our team.

About You

• You are a passionate self-starter willing to push the limits of existing technology and create the best possible experience for customers and team members of SimplePractice
• You have some experience in technology and how software works, but mostly, you are curious about finding real solutions
• You focus on helping your team and supporting others to do their job better
• You're a problem solver with a positive attitude

Responsibilities

• Lead technical deep dives into sophisticated production issues, analyzing logs, metrics, and system behavior to identify root causes and solutions that improve system reliability
• Be a problem-solving Engineering resource for Customer Success by working closely alongside a cross-functional team, our Technical Product Specialists
• Contribute to technical documentation for both internal and/or external use
• Build and support internal tools that assist in day-to-day operations of our internal stakeholders
• Lead and coordinate cross-functional incident response efforts through resolution, including participation in rotating on-call duties

Technologies You'll be Regularly Working With

• MySQL
• Notion
• Zendesk
• Slack
• Linear
• SQL (multiple formats)
• HTML/CSS
• JS
• Ruby/Rails
• Git

Desired Skills & Experience

• 1-2 years experience in a technical customer support role, some software development experience preferred but not required
• Request management and strong problem-solving skills required, applicable to large and complex system scenarios
• Strong communication and collaboration skills, along with the ability to give and receive constructive feedback
• Experience with interpreted languages (such as Ruby, Python, Javascript) and MySQL (or similar relational databases) preferred
• Excellent documentation and technical writing skills
• Basic understanding or willingness to learn technical concepts and development process
• Ability to work independently and manage multiple priorities in a fast-paced environment

Benefits

We offer a competitive benefits program including:

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match & employee stock purchase plan (ESPP)
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC ("SimplePractice" or "us" or "we" or "our"). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice.

For more information about our privacy practices, please contact us at [e-mail].

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.

The amount below represents the expected annual base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Base Compensation Range

$83,440 — $104,300 USD