Senior Technical Support Engineer

Job not on LinkedIn

🔥 16 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 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 and resolve complex customer-facing technical issues for Bask Health’s telehealth software platform. • Serve as a senior escalation point for advanced application and platform problems. • Troubleshoot merchant storefronts, questionnaires, checkout flows, integrations, configurations, and unexpected application behavior. • Use browser developer tools, logs, diagnostic systems, and internal documentation to gather evidence and identify causes. • Reproduce customer-reported bugs and document conditions, symptoms, timelines, and resolution steps. • Investigate REST API, webhook, authentication, HTTP request, response, and error-related problems. • Distinguish configuration errors, integration problems, product defects, and platform incidents. • Own technical escalations through resolution and prioritize them based on severity, customer impact, and business disruption. • Work with software engineers on code-level, infrastructure, reliability, and product-fix investigations. • Provide engineers with reproduction steps, technical evidence, customer impact details, and troubleshooting history. • Coordinate with product managers and customer success teams on product behavior, functionality gaps, and high-impact account issues. • Communicate technical findings, workarounds, resolution updates, and next steps to customer-facing teams and customers when appropriate. • Validate customer-facing fixes after engineering releases. • Participate in incident investigations and follow-up reviews to identify recurring issues and preventive improvements. • Create and maintain troubleshooting guides, knowledge-base articles, escalation procedures, issue categorization, triage practices, and support workflows. • Review support trends and technical escalations to identify recurring product problems and inform reliability and usability improvements. • Support internal training and provide technical guidance to junior support engineers. • Maintain accurate support ticket records and investigation notes. • Follow security and privacy procedures; escalate clinical, pharmacy, compliance, or patient-related concerns to authorized stakeholders. • Work independently on complex investigations in a senior individual-contributor role without formal people management.

🎯 Requirements

• 5+ years of experience in technical support engineering, application support, production support, or a closely related technical role. • Strong experience supporting customer-facing SaaS applications. • Demonstrated ability to investigate and resolve complex software issues. • Experience troubleshooting web applications and browser-based platforms. • Working knowledge of REST APIs, HTTP methods, status codes, and common integration patterns. • Familiarity with JSON, webhooks, and API authentication. • Experience using browser developer tools for technical investigation. • Ability to analyze logs, error messages, and application behavior. • Experience reproducing software defects and documenting reproduction steps. • Ability to distinguish configuration problems from application defects. • Experience working directly with software engineering teams. • Familiarity with technical ticketing and escalation management systems. • Experience prioritizing issues based on severity and customer impact. • Strong technical documentation skills. • Ability to communicate complex technical findings clearly. • Experience coordinating investigations across multiple internal teams. • Strong problem-solving and analytical thinking skills. • Ability to manage several technical investigations simultaneously. • Understanding of software incident management and escalation procedures. • Familiarity with application security and appropriate data-handling practices. • Ability to work independently on ambiguous technical problems. • Strong organizational skills and attention to detail. • Ability to maintain clear and accurate technical records. • Comfortable collaborating with customer success and product teams. • Comfortable working in a remote, cross-functional environment. • Availability to collaborate during required U.S. Eastern Time working hours. • Ability to take ownership of technical escalations through resolution. • Nice to have: Experience supporting e-commerce SaaS or merchant-facing software. • Nice to have: Familiarity with Shopify, BigCommerce, or other online storefront platforms. • Nice to have: Experience troubleshooting payment and checkout workflows. • Nice to have: Familiarity with Stripe or similar payment processing integrations. • Nice to have: Working knowledge of JavaScript, HTML, and CSS. • Nice to have: Experience using Postman or similar API testing tools. • Nice to have: Familiarity with SQL and database query fundamentals. • Nice to have: Experience using application monitoring or observability platforms. • Nice to have: Familiarity with Datadog, Sentry, New Relic, or similar systems. • Nice to have: Understanding of cloud infrastructure and hosted SaaS environments. • Nice to have: Experience supporting webhooks and asynchronous processing systems. • Nice to have: Familiarity with OAuth, access tokens, and authentication flows. • Nice to have: Experience supporting transaction-heavy applications. • Nice to have: Experience participating in incident response and post-incident reviews. • Nice to have: Familiarity with software release processes and regression testing. • Nice to have: Experience building technical support knowledge bases. • Nice to have: Experience improving escalation workflows and support processes. • Nice to have: Experience mentoring junior technical support professionals. • Nice to have: Familiarity with healthcare technology or telehealth platforms. • Nice to have: Understanding of HIPAA-related technical considerations.

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