Customer Support Engineer

Customer Support · Austin, Texas
Department Customer Support
Employment Type Full time
Minimum Experience Experienced

Iodine Software is a healthcare AI company that has pioneered a new machine learning approach -- Cognitive Emulation -- to help healthcare finance leaders build resilient organizations. Cognitive Emulation uses proprietary AI technology and machine learning algorithms to think the way a clinician thinks and emulate clinical judgement. This allows us to help nearly 500 hospitals quickly and accurately identify areas of potential opportunity to accelerate productivity, data accuracy, and financial return.


What You'll Do

The Customer Support Engineer is the connection between the services and engineering teams at Iodine.  In this role, you’ll be responsible for finding and resolving complex technical puzzles, building tools, and coordinating in-depth investigations across multiple groups. 

 

This role will require in-depth knowledge of Iodine’s architecture and underlying technologies.  You’ll be mentored and coached by development team managers who will facilitate your learning and understanding of a wide spectrum of technologies leveraged by Iodine: Kafka, Kubernetes, SAML, Grafana, and Kibana just to name a few.  You’ll work with the development team to ensure problem areas are addressed with scalable solutions.  You will also work with clients and client facing teams to help resolve issues and build tools that allow for simpler resolution of issues in the future.

 

The Customer Support Engineer is a technical problem/puzzle solver at heart and a clear communicator who can identify the common thread of issues quickly and accurately.  The ideal candidate will work with urgency when client issues are surfaced and is eager to support clients and client-facing teams. Their efforts will be essential in improving our product and client experience alike.


Responsibilities

  • Level 3 support for customer issues in our flagship applications, Concurrent and Introspect.  Includes triaging and investigating bug reports, managing escalations to other teams, and creating a diagnostic package when handing off to development teams
  • Recommending, developing, and implementing fixes via database updates and minor code changes
  • Developing tools, automation, and monitoring based on observations of customer support trends
  • Developing a strong understanding of our products and services
  • Periodic on-call rotations where you will help troubleshoot and manage communication during emergencies

Competencies

  • Do you think that balancing competing priorities makes the day more interesting?
  • Do you enjoy wading into a large, unfamiliar codebase and emerging with the solution to your problem?
  • After you have solved the same problem 3 times, do you find that you simply must find a way to stop it from ever coming up again?
  • Do you like being on a team that trusts and values each other, while also holding each other accountable?
  • Do you find that you naturally make checklists or tutorials for complex processes to avoid mistakes and guide others?


What You'll Need

Minimum Requirements (Education, certifications and experience):

  • Bachelor’s degree in relevant course of study with history of academic excellence
  • Expertise in the following technologies: Java, SQL
  • At least 2 years of academic or professional experience in development and/or advanced technical support
  • Working knowledge of Linux/Mac OS X, bash/shell command line tools, and version control systems like Git
  • Proven ability to manage multiple tasks and priorities
  • Strong customer service and collaboration skills
  • Strong written and verbal communication skills, and knowledge of when to utilize one over the other

Preferred Requirements:

  • BS Degree in Computer Science
  • Expertise in the following technologies: Kafka, Kubernetes, Ansible, Docker, Elastic Stack


See Something, Do Something

At Iodine, we are incredibly privileged to be entrusted with an enormous amount of Protected Health Information (PHI) amounting more than 90 million lives. Inherent to our culture is the need to live up to that trust in everything we do. Security is a primary responsibility shared by every Iodine employee and we expect everyone to honor that responsibility. That includes abiding by our security policies, being constantly vigilant to possible risks to the privacy and safety of the information given to our care and bringing forward any concerns about security.


What You'll Get

This is a unique opportunity to join a close-knit, rapidly growing team and help us improve a key piece of the organization. You will have the opportunity to drive the strategy and direction of our product for our users. You will join a passionate and ambitious team, with a proven record of success building multiple companies. Learn more about us at www.iodinesoftware.com

 

**You must be currently authorized to work full-time in the United States on a permanent basis**

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  • Location
    Austin, Texas
  • Department
    Customer Support
  • Employment Type
    Full time
  • Minimum Experience
    Experienced