Customer Support Engineer - Remote

Overview

The Customer Support Engineer at Zus Health serves as the critical link between customers, the Customer Success team, and the Product and Engineering organizations, ensuring exceptional customer experiences through high-quality technical support.

In Short

• Act as the primary technical point of contact for customer issues after implementation.
• Diagnose, troubleshoot, and resolve Tier 1 and Tier 2 issues.
• Track, prioritize, and manage open tickets for timely response.
• Maintain detailed records of customer interactions.
• Identify patterns or recurring issues for product improvement.
• Become a subject matter expert on the Zus platform.
• Support workflows related to authentication, configuration, and data ingestion.
• Provide guidance on healthcare data standards and EMR integrations.
• Develop a Support Knowledge Base and customer-facing documentation.
• Deliver training sessions for customer self-service capabilities.

Requirements

• 5+ years of experience in technical support or solutions engineering.
• Proficient in SQL for data querying and troubleshooting.
• Hands-on coding/scripting skills in Python or similar.
• Experience with Postman for testing REST APIs.
• Strong understanding of healthcare data standards and EMR systems.
• Experience with ticketing systems like Zendesk and Jira.
• Familiarity with compliance frameworks like HIPAA and SOC2.
• Excellent problem-solving and communication skills.
• Highly organized and detail-oriented.
• Passion for improving healthcare in the US.

Benefits

• Opportunity to make a difference in healthcare.
• Work in a fast-paced, growth-stage environment.
• Collaborate with a dedicated team of professionals.
• Access to ongoing training and development.
• Flexible work arrangements.