Client Success Engineer III – Advanced Support

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mPulse

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

☁️ SaaS

🤝 B2B

💰 Series unknown on 2022-02

Healthcare • SaaS • B2B

mPulse is a health experience and insights company that provides an AI-powered Health Experience and Insights (HXI) platform and a suite of products—predictive analytics, core communications, omnichannel engagement, health portals, content management, and acquisition & payments—to help health plans, health systems, and other healthcare organizations improve member engagement, close care gaps, and meet regulatory requirements. Their platform delivers personalized, data-driven outreach and automation at scale to support Medicare, Medicaid, commercial plans, TPAs, ACOs, pharmacies, and life sciences/clinical trials. mPulse emphasizes modernizing member portals, utilization management communications, CAHPS/HOS performance, and precision targeting to drive clinical and financial outcomes for clients (used by 400+ healthcare organizations per their materials).

📋 Description

• Diagnose and solve technical problems reported by customers or internal teams. • Communicate with customers via tickets, emails, and working session calls, guiding them through solutions and providing technical support. • Perform deep technical troubleshooting to investigate the root cause of issues, document solutions, and create knowledge bases for future reference. • Monitor systems for potential issues and proactively address them to prevent downtime • Collaborate with engineering, product management, and customer success to identify solutions and implement improvements, escalate issues and track defect fix delivery • Develop and maintain accurate and comprehensive documentation, knowledge base articles, and training materials. • Provide On call support in rotation with rest of the team members • Mentor junior engineers on the team.

🎯 Requirements

• Bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience • 6-8 years' experience in technical client Support, technical product support • Hands-on experience with cloud platforms (AWS, Azure, or GCP) • 4-6 years' Experience with any of these database technologies, such as SQL, Elasticsearch, Open Search, PostgreSQL or Kibana, mongoDB, Oracle , mySQL • Experience with web development technologies including Java, Pearl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, K8S. • Working experience with monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager, Grafana) • Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce) • Nice to have: Familiarity with healthcare IT systems or HIPAA compliance is a plus • Nice to have: Familiarity with HL7/FHIR standards, TCP

🏖️ Benefits

• Remote-First & Flexible PTO — work from wherever you're most productive • 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance. • 401(k) + 4% Match — with financial advisors to help you plan • 6 Weeks Parental Leave • Invest in You — 30-60-90 day plans and frequent training • Culture of Recognition — peer-to-peer bonuses & team celebrations