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Technical Support Engineer

Elation

Elation

IT, Customer Service
United States · Remote
Posted on Wednesday, July 10, 2024

The Technical Support Engineer’s main responsibility is to field issues that are escalated to us by customer-facing teams within the company. Technical Support Engineers are responsible for assessing, gathering additional context where needed, and determining an appropriate action plan for issues assigned to them. Technical Support Engineers collaborate internally with other members of the team, with customer-facing and prod-dev teams, as well as externally with vendors and customers to develop a complete understanding of the issue at hand, and advocate for the customer to ensure an accurate and timely resolution. Technical Support Engineers are self-starters and owners, leveraging both their knowledge of technical tools, our customers and our product to strive for the best possible outcome on every issue they are responsible for; they are attentive to detail, analytical, and highly empathetic in their approach to our work. Technical Support Engineers are able to balance competing priorities, independently manage their workload, and are team players committed to Elation’s mission and goals.

Responsibilities

  • [80%] Field issues which involve application/technical troubleshooting including log analysis and data queries, routine escalations and vendor communication. For example:
    • Identifying and solutioning issues with edge case Elation Health user workflows
    • Data not syncing between Elation Health and API // HL7 integrated vendor
    • Identifying issues which require data manipulation not possible in the Elation Health app and coordinating those updates with data services personnel
    • Identifying, reproducing and escalating product defects to engineering teams
  • [10%] Propose, plan and own documentation, trainings, templates, etc. where appropriate, to streamline how the team handles escalations, as well as how other teams field and assess these types of issues
  • [10%] Collaborate with senior members of the team, as well as leads and manager, to identify opportunities for process improvement
  • Participate in 1 to 2 weekend/holiday on-call rotations per year

Personal Qualifications

  • Manages time effectively and works independently, self-starter
  • Empathetic in their approach to work, and passionate about the user experience we support
  • Liases effectively between internal and vendor teams, as well as with customers directly where appropriate
  • Thinks critically about problems and is able to creatively plan next steps on a wide range of issues
  • Demonstrates strong written and verbal communication skills, professionalism
  • Effectively ascertains when work requires escalation to senior team members and/or assistance from leads or manager
  • Bachelor’s degree or equivalent experience
  • 1-3 years experience in a customer service, customer-facing, or health care environment
  • 1+ years experience in a technical support role
  • Familiarity with Salesforce, Jira, & Looker platforms is recommended
  • Familiarity with HL7, APIs, and SQL is preferred

Salary: $70,000 - 80,000k/yr USD


Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy.

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption.

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.