Associate Production Support Engineer, Tier I

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏭 Production Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Redox

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

Redox is a company specializing in healthcare data interoperability. It provides a platform that facilitates real-time data exchange for vendors, providers, and payers in the healthcare industry. With over 7,300 connected healthcare organizations, Redox enables efficient data exchange and processing, helping to improve patient care and streamline operations. The platform supports massive data transactions, maintains high uptime, and is certified for security standards like HITRUST. Redox is renowned for integrating EHR systems, improving AI and machine learning outcomes, and enhancing patient and member experiences. Its solutions are trusted by key players in the healthcare sector to manage and consolidate healthcare data effectively.

📋 Description

• Work all Tier I support tickets, escalating tickets outside or partially outside the role's scope to Tier II • Instruct customers on updating configurations or resolving issues themselves • Troubleshoot basic VPN/API connectivity • Troubleshoot connection, traffic, message, and error-state issues • Perform configuration updates • Contact third parties on behalf of customers when needed • Respond to critical support issues during the day • Manage work-hour on-call shifts • Respond to paged errors, monitor paused queues, and retry queues • Answer calls • Serve as Incident Manager during major incidents, including sending customer emails and updating StatusPage • Take after-hours on-call shifts approximately one week every other month • Diagnose connectivity, configuration, and messaging issues and monitor production feeds • Teach customers and technical partners to use self-service tools such as config modifiers, log inspector, alerting, and translation sets

🎯 Requirements

• Technical support experience • Ability to learn quickly and think critically • Comfortable reading and interpreting technical data such as JSON, HL7v2, and logs • Working understanding of APIs and web service protocols • Strong communication skills for explaining technical concepts to customers and internal teams • Organized and customer service oriented • Comfortable using AI tools for troubleshooting, documentation, and daily workflows • Experience teaching, training, or documenting for a technical audience (preferred) • Experience with HL7v2, C-CDA, and other healthcare data formats (preferred) • VPN, network, or connection troubleshooting experience (preferred) • Relational databases and SQL queries (preferred) • JavaScript or another scripting language (preferred) • Experience in healthcare IT, ideally integration (preferred) • Jira/Confluence (preferred) • Zendesk (preferred) • Must be eligible to be employed in the U.S. • Must reside and work in the continental U.S.

🏖️ Benefits

• Stock options • Employee benefits • Incentive compensation such as bonuses or commissions may be available for certain Customer Success positions