Customer Engineer, Merchant Platform

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛠️ Implementation Specialist

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 60 days.
• 196 open roles for a team of 16.
• No salary listed.

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Bask Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Pre Seed Round on 2022-05

Healthcare • Consulting • Logistics

Bask Health is a robust platform providing a comprehensive suite of customizable telehealth solutions. It offers tools such as a questionnaire builder, patient portals, and pharmacy fulfillment services, all secured with strong encryption and HIPAA-compliance. Bask Health seamlessly integrates telehealth and e-commerce, enabling streamlined patient care from consultation to delivery. The platform supports entrepreneurs, doctors, and developers by offering scalable no-code solutions that enhance user experience and business growth. With its nationwide pharmacy network, Bask Health empowers businesses to efficiently manage prescriptions, patient data, and order fulfillment across the entire digital health landscape.

📋 Description

• Investigate technical issues affecting Bask Health's merchant-facing platform. • Troubleshoot supported storefront, questionnaire, and checkout workflows. • Help merchants understand platform functionality and configuration requirements. • Gather relevant technical information from customer-reported issues. • Reproduce software problems in approved environments when appropriate. • Identify configuration errors, unexpected behavior, and possible software defects. • Troubleshoot supported API and integration issues. • Review relevant request and response behavior when authorized. • Use approved diagnostic tools to investigate technical problems. • Document investigation steps, findings, and reproduction instructions. • Escalate complex issues to the appropriate engineering teams. • Collaborate with engineers to investigate and resolve platform problems. • Communicate technical issues clearly to non-technical merchants. • Provide approved updates on open technical investigations. • Follow through on assigned cases until resolution or appropriate handoff. • Support technical onboarding and implementation discussions when needed. • Coordinate with Customer Success Managers on account-impacting technical issues. • Identify technical blockers affecting merchant activation or adoption. • Help customers understand supported features and product limitations. • Identify recurring technical problems and configuration mistakes. • Contribute to technical troubleshooting guides and knowledge resources. • Share recurring merchant feedback with Product and Engineering. • Help improve internal technical escalation processes. • Maintain accurate records in approved support and engineering systems. • Prioritize assigned technical issues according to established guidelines. • Escalate suspected widespread platform issues through approved procedures. • Follow privacy, security, and access control requirements. • Handle sensitive information only within authorized responsibilities. • Escalate clinical, pharmacy, and compliance matters to authorized teams. • Participate in training on new platform capabilities and technical updates. • Collaborate across Customer Success, Support, Product, and Engineering. • Take ownership of assigned merchant technical issues and follow through consistently.

🎯 Requirements

• At least 3 years of experience in technical support engineering, customer engineering, solutions engineering, or a related customer-facing technical role. • Experience troubleshooting technical issues for customers using SaaS platforms or web applications. • Strong understanding of web application functionality and common technical problems. • Familiarity with HTTP requests, APIs, authentication, and integration concepts. • Experience investigating software behavior and documenting technical findings. • Ability to reproduce reported issues and identify relevant troubleshooting steps. • Experience using browser developer tools or similar diagnostic resources. • Ability to read and understand technical documentation. • Experience communicating technical information to non-technical customers. • Strong written and verbal communication skills. • Ability to investigate problems systematically and explain findings clearly. • Experience coordinating technical escalations with software engineering teams. • Ability to distinguish between configuration issues, user errors, and potential software defects. • Familiarity with customer support or engineering issue-tracking systems. • Experience documenting reproduction steps, technical context, and follow-up actions. • Strong organizational skills and attention to detail. • Ability to manage multiple technical cases and competing priorities. • Experience collaborating with Customer Success, Support, Product, or Engineering teams. • Ability to recognize when a problem requires specialized technical assistance. • Strong problem-solving skills and technical curiosity. • Ability to learn complex software platforms and configuration workflows. • Experience supporting customers through technical onboarding or implementation challenges. • Ability to work independently while collaborating with a remote team. • Understanding of privacy, security, and appropriate access controls. • Availability to collaborate during required U.S. Eastern Time working hours. • Comfortable working in a growing software company with evolving technical processes. • Strong accountability for technical investigations and customer follow-through. • Experience supporting e-commerce SaaS platforms or merchant-facing software. • Familiarity with Shopify, BigCommerce, WooCommerce, or similar commerce platforms. • Experience troubleshooting online storefronts and checkout workflows. • Experience supporting merchants or direct-to-consumer businesses. • Experience with REST APIs, webhooks, and third-party integrations. • Experience using Postman, Insomnia, or similar API testing tools. • Familiarity with JSON, HTTP status codes, and authentication mechanisms. • Working knowledge of JavaScript, HTML, or CSS. • Experience reviewing application logs or monitoring dashboards. • Familiarity with SQL for basic troubleshooting or data investigation. • Experience supporting SaaS onboarding or technical implementations. • Experience investigating payment or checkout-related integration issues. • Experience using Zendesk, Intercom, Jira, Linear, or similar systems. • Experience documenting technical troubleshooting procedures. • Experience participating in incident investigation or customer-facing incident communication. • Experience collaborating directly with software engineers. • Experience identifying recurring product defects or configuration issues. • Experience creating customer-facing technical documentation. • Experience supporting healthcare technology or telehealth platforms. • Experience working with entrepreneurs and growing online businesses.

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