Customer Support Engineer

2 weeks ago

Lehi, United States NexHealth Full time

**Customer Support Engineer**

at NexHealth Lehi, Utah, United States We connect patients, doctors, and developers to accelerate healthcare innovation. Our customers range from independent doctors offices like Grand Street Dental to public tech companies like SmileDirectClub. We help doctors modernize their businesses, help developers innovate faster, and help patients receive a modern healthcare experience. Were pursuing a society-changing goal and the market opportunity is open for the taking. Weve 5Xd in the last year, and as an early stage employee you will have the chance to make a foundational impact on our companys continued growth. **About NexHealth** To date, NexHealth has raised $50M of capital from prominent product-driven investors like Rahul Vohra, Scott Belskey and Naval Ravikant, and were just getting started.

**Customer Success at NexHealth** In a world of one-tap car rides and meal delivery, patients expect to access healthcare anytime anywhere. Were pursuing a future where patients can seamlessly book appointments and connect with their healthcare stakeholders online. To do this, doctors are striving to modernize their businesses and look to NexHealth for help. In many cases, our customers are transitioning from an analog patient experience to a digital one for the first time. Our customer success team plays a critical role in earning our customers trust by supporting them step-by-step through this critical change. * Become a product expert and know how to navigate the products ins and outs

* Know our customers We have a diverse group of customers including Enterprise, SMB, Developers, and Partners

* Troubleshoot a variety of customer issues including, but not limited to:

+ Combing Error Logs to determine where or how an issue occurred

+ Debug front-end errors and issues using our in-house developer tools/javascript console to see how front-end errors are occurring, if they're reproducible, and under what conditions

+ Live troubleshooting on Windows to diagnose and solve the issue

* Be the voice of the customer - listen to the customers, understand their problem, and add their feedback to product and system improvements

* Improve Support processes by building workflows, identify patterns to improve internal tools, and own side-projects

* Be the Electronic Medical Record (EMR) integration expert and monitor sync stability for customers and partners

* Track issues and take direct customer inquiries via phone, chat, web, and email cases

* Conduct real time monitoring when needed, including outages and product releases

* Be able to explain technical concepts to a non-technical audience and work with them to understand their situation

* Write support documentation to contribute to our knowledge base and conduct training to the team when needed

* 2+ years of experience working in a fast-paced SaaS environment

* An absolute owner

* A collaborator - the teams success is your success

* Tremendous bias to action - we are growing fast and there is no time to waste

* Empathetic problem solver - any problem we solve is for our customers

* Think in first principles - be able to answer the why before any decision

* Have insatiable curiosity - be able to learn and improve from ambiguity

* Experience with troubleshooting software and web / software development: Python, SQL and Docker is a plus

* Familiarity with debugging browser issues using developer tools / javascript console

* Familiarity with troubleshooting in Windows

**Act like an owner.** Job titles dont constrain us, and we are energized by going beyond the scope of our immediate role to achieve our goals. We take pride in exceeding expectations and believe were each responsible for NexHealths success. **NexHealth Values**

* **Do whats right for the customer.** We believe that our customers are our bosses. This approach unites us as we ruthlessly prioritize our initiatives in the best interest of our customers.

* **Speak your mind (with positive intent).** We need to grow really big really quickly in order to take the market and transform the healthcare industry. In order to fully realize our mission, we value direct and transparent communication to get to the truth as quickly as possible - even if that means challenging authority. That said, we dont tolerate brilliant jerks.

* **Think in first principles.** Before taking action, we need to ensure were solving the right problems. We question assumptions and consistently inquire why before pursuing solutions.

* **Play to win as a team.** We act in the best interests of our customers, which means we need to be champions who hustle and demonstrate grit. In order to win, we play as a team - even if that means putting the groups needs before our individual interests. This is how we succeed together.

**Benefits**

* Competitive salary plus equity

* Full Medical, Dental and Vision

* Unlimited PTO

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