Client Success Engineer III – Advanced Support

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 10%

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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 through tickets, emails, and working-session calls • Guide customers through solutions and provide technical support • Perform deep technical troubleshooting and investigate root causes • Document solutions and create knowledge bases for future reference • Monitor systems for potential issues and proactively 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 documentation, knowledge-base articles, and training materials • Provide on-call support in rotation with team members • Mentor junior engineers • Drive continuous improvement in system reliability • Develop operational workflows and scripts • Own complex escalations

🎯 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 or technical product support • Strong knowledge and working experience with cloud-native architectures, database solutions, distributed systems, and advanced programming concepts • Ability to collaborate with and drive initiatives with cross-functional teams • Proven expertise in designing and managing Product Support teams for healthcare technology systems • Strong skills with advanced SQL and APIs • Hands-on experience supporting high-traffic healthcare websites and systems • Strong communication and problem-solving skills • Ability to manage multiple open issues and prioritize effectively • Proficiency with observability and monitoring tools • Experience with script development, escalation response, and operational workflows • Experience implementing and optimizing Product Support Escalation and On Call Coverage • Hands-on experience with AWS, Azure, or GCP • 4-6 years' experience with database technologies such as SQL, Elasticsearch, OpenSearch, PostgreSQL, Kibana, MongoDB, Oracle, or MySQL • Experience with web development technologies including Java, Perl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, and Kubernetes • Working experience with monitoring tools such as Datadog, Splunk, PagerDuty, Jira Service Manager, and Grafana • Familiarity with ticketing systems such as Jira, Zendesk, or Salesforce • Ability to stand and sit for extended periods • Ability to lift 10 lbs. • Healthcare IT systems or HIPAA compliance familiarity is a plus • HL7/FHIR standards and TCP familiarity is a plus

🏖️ Benefits

• Fully remote and flexible PTO • 100% company-paid employee-only medical, dental, and vision coverage • Company contributions toward dependent coverage • Company-paid life and disability insurance • 401(k) with 4% company match • Financial advisors • 6 weeks parental leave • 30-60-90 day plans and frequent training • Peer-to-peer bonuses and team celebrations