Customer Support Engineer

3 weeks ago

New York, New York, United States Datavant Full time

Datavant is a data platform company and the world's leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.

Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world's leading life sciences companies, government agencies, and those who deliver and pay for care.

By joining Datavant today, you're stepping onto a high-performing, values-driven team. Together, we're rising to the challenge of tackling some of healthcare's most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.

Datavant is a data platform company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you're stepping onto a highly collaborative, remote-friendly team that is passionate about creating transformative change in healthcare. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

We are seeking a dedicated and enthusiastic Customer Support Engineer to join our team. As a Customer Support Engineer, you will be the first point of contact for our customers, providing timely and effective support to resolve their inquiries, technical issues, and concerns. You will play a crucial role in ensuring our customers receive exceptional service and have a positive experience with our products. You will also work with the Technical Scale and Operations team to streamline and optimize our customer support processes.

You will:

  • Provide prompt and efficient resolution to customer issues, escalating complex problems to the appropriate teams when necessary.
  • Actively listen to customers, understand their needs, and empathize with their concerns.
  • Collaborate with cross-functional partners in Customer Experience, Go to Market, Product, and Engineering to address customer feedback and improve product usability.
  • Contribute to the development and maintenance of support resources, including knowledge base articles and tutorials.
  • Identify recurring issues or trends in customer inquiries and proactively propose solutions to prevent future occurrences.
  • Continuously strive to enhance the overall customer support experience through process improvement initiatives and feedback implementation.
What you will bring to the table:
  • Bachelor's degree required, bonus if degree is in a technical or health-related field.
  • Dedicated customer service mindset: you love working with customers and resolving their issues.
  • Excellent verbal and written communication skills: you have excellent attention to detail and are able to convey technical concepts and information clearly to non-technical audiences.
  • Strong problem-solving skills: you are technically curious, resourceful, and get excited when confronted with a new technical issue to dig into.
  • Team-first mindset: you work well as part of a collaborative team, as well as independently. No job is too big or too small for you, and you are excited to roll up your sleeves and pitch in where needed. You work well under pressure in a fast-paced, changing environment.
Bonus points if:
  • You have proven experience in a customer support role, preferably in a technology-driven environment.
#LI-BC1

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.

The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.

The estimated total cash compensation range for this role is:

$56,000-$80,000 USD

To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.

This job is not eligible for employment sponsorship.

Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren't even able to see whether you've responded.) Responding is entirely optional and will not affect your application or hiring process in any way.

Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please contact us at peopleteam@datavant.com. We will review your request for reasonable accommodation on a case-by-case basis.

For more information about how we collect and use your data, please review our Privacy Policy.

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