Tools & Support Engineer
About The Position
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 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. 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
Requirements
- 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
- 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
Nice To Haves
- Experience with interpreted languages (such as Ruby, Python, Javascript) and MySQL (or similar relational databases) preferred
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
Benefits
- 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)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
