Support Engineer

Job not on LinkedIn

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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AxisCare Home Care Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

AxisCare Home Care Software is a leading provider of software solutions designed specifically for home care agencies. Their platform offers a comprehensive suite of features including caregiver management, electronic visit verification (EVV), scheduling, billing, and reporting tools to enhance operational efficiency and improve caregiver satisfaction. AxisCare is dedicated to supporting agencies of all sizes in delivering exceptional care to clients while streamlining their business operations.

📋 Description

• Own the escalation path above the Support team's top tier • Diagnose and resolve difficult support issues by scouring logs and dashboards, running database queries, and using knowledge of company systems • Build runbooks, diagnostic scripts, automations, internal dashboards, tighter escalation workflows, and AI-assisted triage tooling • Coach the Support team on technical troubleshooting and effective escalations, including context, logs, and reproduction steps • File well-scoped bug tickets with reproduction steps, relevant logs, and sufficient context for Engineering and Product • Filter customer-reported problems into documented, actionable issues so Engineering can stay focused on building • Use AI tools to diagnose issues faster, maintain runbooks, and build internal tooling • Embed daily with the Support team while reporting to the Director of Engineering

🎯 Requirements

• 3+ years in technical support, support engineering, SRE, or a similar troubleshooting-heavy role, or equivalent experience demonstrating strong diagnostic and systems-building skills • Comfortable with monitoring and observability tools, log analysis, and database queries • Experience with issue-tracking and engineering workflow tools such as Jira and GitHub • Strong written communication and ability to write actionable bug reports • Demonstrated use of AI tools in professional work • Able to work remotely from the Eastern, Central, or Mountain time zones • Qualified to work in the United States or Canada • Ability to read and trace through a web application codebase, such as PHP/React or similar, is desirable • Experience building internal tools, dashboards, or automations for support teams is desirable • Familiarity with HIPAA-compliant environments is desirable • Experience shaping escalation processes between Support and Engineering is desirable • Manual dexterity required to use a desktop computer and peripherals • Brief resume and written or video cover letter required for application

🏖️ Benefits

• Medical insurance is covered in full for the employee (Medical, Dental, and Vision) • Company will provide laptop and other needed computer equipment • Career growth support toward a software engineering role • Remote work