Client Support Engineer (Tier 2)

GetWellNetwork, Inc.

8h•$47,000 - $57,000•Remote

About The Position

Join our centralized Support team, providing issue resolution to clients across our portfolio of products. In this role you will play a key role as a Client Support Engineer on an effective, efficient, and highly customer-service oriented team. This role is responsible for supporting escalations from the Help Desk, working independently and with engineers to address client requests. It requires a balance of customer service skills, technical knowledge of the system, ingenuity, and problem-solving abilities.

Requirements

Demonstrate the ability to manage multiple priorities effectively through strong organizational and time management skills
Proven ability to understand and manage complex systems, including web-based, native, and server applications, to identify root causes and resolve issues efficiently
Exceptional verbal and written communication skills, ensuring clear and professional interactions across all levels
Familiarity with HTTP status codes and their implications for troubleshooting web-based applications
Exposure to Linux server environments, including use of Bash commands and log analysis through tools such as "grep"
Strong analytical skills with the ability to understand complex systems and identify root causes quickly, leading to efficient problem resolution
A commitment to continuous learning and adaptability in fast-paced, evolving environments
Highly resourceful and self-driven, with a proactive approach to identifying and solving challenges
Minimum of 3 years of experience in a client support role, preferably within the healthcare technology or SaaS industry
Comprehensive understanding of customer service best practices with hands-on experience troubleshooting both hardware and software issues.
Ability to parse and interpret logs from web servers, application layers, or middleware
High technical aptitude with a proven ability to learn and navigate complex systems in a fast-paced environment
Exposure to ticketing systems (Zendesk, ServiceNow, Jira Service Management) and knowledge base tooling
Familiarity with system monitoring and performance tools (e.g., Icinga, Grafana, Datadog, SolarWinds, etc)
Ability to work effectively under pressure and in a fast-paced environment

Responsibilities

Collaborate with internal and external customers to collect requirements and clearly document problem statements related to the hardware and software
Leverage your knowledge of the software and back-end systems to efficiently diagnose and troubleshoot issues
Follow documented procedures and escalation paths for issues so the right team is engaged in a timely manner
Create client trust and confidence with clear, thorough, and customer-friendly communication and status updates on identified issues
Proactively monitor and action critical service alerts as they happen
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations