Proactive Support Engineer

Komodo Health

2d•Hybrid

About The Position

At Komodo Health, our mission is to reduce the global burden of disease, and the Proactive Support Engineer is pivotal to empowering our clients on this journey. This is a unique opportunity to architect a world-class customer experience by moving beyond traditional, reactive support. By anticipating client needs and removing friction, you will directly enable life sciences innovators to leverage our Healthcare Map™ more effectively, accelerating their work to improve patient outcomes across the globe. The mission of the Proactive Support Engineer is to fundamentally shift our support model from reactive to preventative, creating a seamless and intuitive customer experience. In this individual contributor role, you will own the strategy and execution of all initiatives aimed at case deflection and friction reduction, partnering with GTM and Support leadership to solve customer problems before they arise. Your success will be measured by a direct reduction in inbound support volume and an increase in customer self-sufficiency. Looking back on your first 12 months at Komodo Health, you will have accomplished… Establish and Execute on a Friction Reduction Strategy: Within the first 90 days, develop a data-driven strategy to reduce inbound support cases. By the end of the first year, achieve a significant, measurable reduction in ticket volume per user by executing on this strategy. Launch High-Impact Proactive Initiatives: Successfully design and launch at least two major proactive support programs, such as an early warning system for common data integration issues or a targeted communication plan for new platform releases. Implement a Robust Product Feedback Loop: Develop and operationalize a scalable process for channeling insights from support interactions directly to our Product and Engineering teams, ensuring customer friction points are systematically addressed in the product roadmap. Enhance Customer Self-Service: Overhaul and optimize our customer self-service resources (e.g., knowledge base, developer documentation), resulting in a quantifiable increase in self-service resolution rates and customer satisfaction.

Requirements

Data-Driven Problem Solving: A strong ability to synthesize quantitative (ticket volume, usage metrics) and qualitative (customer feedback) data to identify root causes and formulate actionable plans.
Cross-Functional Project Leadership: Proven skill in leading complex projects across multiple teams, influencing without direct authority, and holding stakeholders accountable to drive results.
Strategic and Analytical Thinking: The capacity to see the bigger picture and develop a long-term strategy for proactive support while simultaneously managing the tactical details of execution.
Influential Communication: The ability to clearly articulate complex problems, proposed solutions, and results to a wide range of audiences, from technical engineers to executive leaders.
Deep Customer Empathy: A genuine passion for understanding and solving customer problems, serving as a powerful advocate for the user in all internal discussions.
Understanding of Technical Support Ecosystems: Familiarity with the core components of a modern support stack, including CRMs (like Salesforce Service Cloud), knowledge bases, and analytics tools.
Utilize GenAI for advanced thematic analysis of support tickets to rapidly identify emerging trends and sentiment shifts that signal underlying product issues.
Leverage GenAI to draft and refine knowledge base articles, FAQs, and proactive customer communications, accelerating content production and ensuring a consistent tone.
Explore GenAI applications to personalize self-service recommendations for users based on their role, product usage, and historical support interactions.

Nice To Haves

Experience within the healthcare, life sciences, or health-tech industry.
Familiarity with Komodo Health's product suite or other complex healthcare data platforms.
Formal training or practical experience with Knowledge-Centered Service (KCS) methodologies.
Hands-on experience with BI tools (e.g., Tableau, Looker) and/or a working knowledge of SQL for data extraction and analysis.

Responsibilities

Analyze support ticket data, product usage logs, and customer feedback from GTM teams to identify systemic trends and root causes of customer friction.
Design, lead, and measure the impact of cross-functional projects with Product, Engineering, and Customer Success to address identified issues and prevent future support cases.
Partner with Technical Support leadership to build programs that empower the team to move from reactive problem-solving to proactive customer education and enablement.
Develop and maintain the strategic roadmap for customer self-service channels, prioritizing content and feature enhancements based on their potential to deflect support tickets.
Collaborate with our Product Marketing and Enablement teams to ensure new features are launched with comprehensive support plans that anticipate user questions.
Create and deliver reports and dashboards for leadership, providing clear visibility into case trends, project status, and the ROI of proactive support initiatives.