Senior Customer Success Engineer

🔥 15 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 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

• Serve as a senior technical point of contact for assigned customer accounts. • Support technical onboarding and implementation for new customers. • Help customers configure and adopt supported Bask Health platform capabilities. • Investigate complex technical issues affecting customer workflows. • Reproduce reported problems and document relevant technical findings. • Troubleshoot API integrations, webhooks, and supported data connections. • Assist with authentication, permissions, and configuration-related issues. • Support troubleshooting involving merchant storefronts and checkout workflows. • Investigate technical issues involving questionnaires and platform configuration. • Help customers understand supported technical requirements and limitations. • Collaborate with customer success managers on technical account needs. • Partner with engineering teams to escalate product defects and complex issues. • Provide engineers with clear reproduction steps, logs, and technical context. • Coordinate customer communication during technical investigations. • Translate technical findings into clear, actionable explanations. • Track technical escalations through resolution and customer follow-up. • Identify recurring technical problems and recommend preventive improvements. • Help develop technical onboarding guides and troubleshooting resources. • Document common integration issues and recommended resolutions. • Support customers adopting new product features or integrations. • Participate in customer meetings requiring advanced technical expertise. • Work with product managers to communicate technical customer feedback. • Assist with validating fixes for customer-reported issues. • Identify technical risks that may affect customer adoption or retention. • Support internal investigations of customer configuration problems. • Help improve technical escalation and issue-triage processes. • Share technical knowledge with other customer-facing team members. • Maintain accurate records of customer issues, findings, and resolutions. • Follow security and privacy requirements when investigating customer issues. • Coordinate with appropriate clinical or pharmacy stakeholders when needed. • Recommend product improvements based on recurring customer challenges. • Take ownership of complex technical customer outcomes and follow through on commitments.

🎯 Requirements

• 5+ years of relevant experience in customer success engineering, technical account management, solutions engineering, technical support engineering, or a closely related customer-facing technical role. • Demonstrated experience supporting customers using B2B SaaS or other complex software platforms. • Strong technical troubleshooting and problem-solving skills. • Experience investigating software configuration, integration, or application issues. • Working knowledge of REST APIs, HTTP requests, and common integration concepts. • Familiarity with JSON, webhooks, and API authentication. • Ability to use technical documentation to investigate and resolve issues. • Experience communicating directly with customers about technical problems. • Ability to explain complex technical concepts to nontechnical stakeholders. • Experience collaborating with software engineers on customer-reported issues. • Ability to reproduce bugs and provide clear technical reproduction steps. • Experience distinguishing product defects from configuration or integration issues. • Strong understanding of software onboarding and implementation processes. • Ability to manage complex technical escalations independently. • Experience documenting technical investigations and resolutions. • Strong written and verbal communication skills. • Ability to organize multiple customer issues and competing priorities. • Experience working with customer success, product, and engineering teams. • Ability to learn unfamiliar software systems and workflows quickly. • Strong attention to detail and commitment to technical accuracy. • Familiarity with software security and appropriate data-handling practices. • Ability to maintain customer confidence during difficult technical situations. • Experience using technical ticketing or customer support systems. • Comfortable working independently in a remote environment. • Availability to collaborate during required U.S. Eastern Time working hours. • Ability to take ownership of technical customer outcomes through resolution. • Nice to Have: Experience supporting e-commerce merchants or merchant-facing SaaS platforms. • Nice to Have: Familiarity with Shopify, BigCommerce, or other online storefront platforms. • Nice to Have: Experience troubleshooting checkout, payment, or subscription commerce workflows. • Nice to Have: Experience working with Stripe or similar payment integrations. • Nice to Have: Familiarity with JavaScript, HTML, and CSS. • Nice to Have: Experience using browser developer tools to investigate customer issues. • Nice to Have: Ability to read application logs or use monitoring tools. • Nice to Have: Experience using Postman or similar API testing tools. • Nice to Have: Familiarity with SQL and basic database troubleshooting. • Nice to Have: Experience supporting SaaS integrations and third-party applications. • Nice to Have: Understanding of OAuth or other authentication frameworks. • Nice to Have: Experience working with webhooks and asynchronous workflows. • Nice to Have: Familiarity with cloud-based software architecture. • Nice to Have: Experience supporting high-value or enterprise customer accounts. • Nice to Have: Experience working with CRM or customer success platforms. • Nice to Have: Experience developing technical documentation and support playbooks. • Nice to Have: Experience mentoring junior technical support or success engineers. • Nice to Have: Familiarity with healthcare technology or telehealth platforms. • Nice to Have: Understanding of HIPAA-related technical considerations. • Nice to Have: Experience supporting AI-enabled features or workflow automation.

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