Our mission We’re building infrastructure for modern healthcare delivery. Traditional healthcare is plagued with outdated, monolithic EHRs designed to maximize billing outcomes. Patient outcomes and provider experiences have been afterthoughts, as these systems have bolted on non-API-first solutions. None of this is built for how clinically excellent healthcare is actually delivered—longitudinally and collaboratively, with the patient at the center. Healthie is the world’s leading API-first, ONC-Certified EHR for healthcare delivery outside of the hospital. We provide the powerful infrastructure every scaling organization needs—EHR, scheduling, patient engagement, billing, and more—all accessible via modern APIs and a white-labeled UI. Our platform makes it simple for organizations of any size to launch, customize, and scale their care delivery models without reinventing the wheel. Today, over 2 billion API calls are made to Healthie every month, as thousands of organizations—working with more than 17 million patients in total—rely on Healthie to deliver clinically excellent healthcare in over 25 specialties, from preventative medicine to complex chronic care management. We believe in the power of technology to improve access to healthcare—and we’re building the rails that make this a reality. We work fast and with quality because we provide business-critical, healthcare-critical software that clinicians and patients need for a better healthcare system. We’re customer-obsessed, operate with lightning-fast processes and responses, make our product roadmap public so customers can see what we’re building, and remain relentlessly focused on how care gets delivered. Healthie is backed by leading investors, and while we've $42M raised to date, more importantly, we operate with fiscal responsibility and have been profitable for more than half of our time as a company. Learn more at https://www.gethealthie.com/ About the role We are hiring a Full-Stack Senior Support Engineer to resolve complex issues and ensure Healthie’s customers have a seamless, reliable experience with our platform. In this role, you’ll dive deep into our codebase, investigate/solve bugs, and collaborate cross-functionally to drive resolution—helping providers and organizations deliver care without interruption. As a Senior member of our Support Engineering team, you’ll build tooling and solutions to reduce ticket volume, work with customers to troubleshoot and resolve technical issues, improve support documentation, collaborate closely to creatively solve problems with other engineering teams and departments, and develop automations to improve our internal workflows. You’ll apply your full-stack skills across Ruby on Rails, React, PostgreSQL, GraphQL and more while also gaining deep exposure to how healthcare technology is built and scaled. This role is ideal for curious, creative, detail-oriented, and empathetic individuals with a strong customer-oriented mindset. If you thrive on solving tricky problems, enjoy improving team efficiency, writing code that directly improves someone’s day, are eager to deepen your full-stack skills, and are motivated to make a real-world impact in healthcare, we’d love to meet you. Details, details - This is a full-time, remote position based in the United States - The salary range is $160,000- $190,000 + annual company bonus and benefits - U.S. work authorization is required and Healthie does not provide sponsorship. About you - You have 2-3 years of experience working as a full stack software engineer or other equivalent technical experience. - You have 2-3 years of experience in a customer facing technical role. - You have strong knowledge working with Ruby on Rails, React or other equivalent technologies - You have foundational knowledge working with relational databases and APIs. - Prior experience building internal or external support tools - Prior client-facing experience is a plus, ideally in a fast-paced startup environment, and understanding the value of cross-functional collaboration. - You bring sharp attention to detail and a high bar for quality in your work, especially when resolving customer-impacting issues. - You are confident troubleshooting technical systems and navigating through ambiguity to identify root causes and resolve issues. - You communicate complex technical concepts clearly and effectively, both internally and externally, adapting your style to the audience. - You’re proactive and pattern-oriented—when you see a recurring issue, you don’t just solve it once; you come up with solutions, share insights with Product, update internal documentation, and improve processes for the long term. - You are mission-driven, passionate about healthcare, and motivated by the opportunity to improve patient outcomes and provider experiences through technology. - You embody Healthie’s core values—Respect, Reliability, and Resilience—and live by our Good Citizen principles in the way you work, collaborate, and lead. Interview Process - Quick chat with someone from our Talent team (15 minutes) - Interview with David Smith, Engineering Manager (30 minutes) - Take-home technical assessment (completed asynchronous) - In-person situational technical assessment with team members - Executive Interviews: - Meet with Justin, VP of Customer Support (30 minutes) - Interview with Ani, Director of Customer Engineering (30 minutes) - Connect with Cavan, CTO + cofounder (20 minutes) - Reference checks To learn more about Working at Healthie & our benefits, click here. Healthie participates in e-verify

• Investigate escalated voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls • Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications • Analyze logs, signaling data, and call traces to identify root causes of calling issues • Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues • Maintain strong communication throughout investigations, particularly for high-impact or sensitive cases • Work closely with Engineering and Product teams to diagnose platform-level issues • Train frontline support teams on voice-quality troubleshooting and escalation best practices

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Reporting to the Vice President of Customer Solutions, the Technical Support Engineer will resolve client issues via email, phone, and video while proactively finding ways to prevent future issues through proactive support and monitoring. We’re looking for a creative problem-solver with a client-first mindset who thrives on collaboration, but can also excel independently. If you’re motivated by troubleshooting and delivering effective solutions, we’d love to hear from you. - Take full ownership of customer issues without supervision. - Receive and perform triage on all incoming customer support tickets. - Resolve technical issues in a timely manner, providing exceptional customer support from beginning to end. - Develop and maintain excellent relationships with all our existing and future customers. - Help in continuously improving the support service to maintain a high level of customer satisfaction. - Assist with customers with transfer requests and initial setup. - Assist with the development and maintenance of IguanaX online training and documentation. - Night and weekend on-call duty required: - Be part of a 24/7 team that provides on-call support. Very rarely fielding an off-hours emergency call (less than four calls per year on average). Qualifications - Knowledge in one or more programming languages (Lua, SQL, XML, Python, JavaScript, HTML, Java) with an understanding of system networking (HTTP, TCP/IP, SMTP, FTP, SSL). - Post-secondary education or equivalent experience in a technical field such as Software Engineering, Computer Engineering, Biomedical Engineering, Computer Science, Information Technology, Health Informatics, or Mathematics. - An interest in applying critical thinking, problem solving and understanding of issues from both business and technical perspectives. - Strong interpersonal skills and effective team player with strong verbal/written communication skills. - Valid passport and drivers’ licenses for business related travel to US, Canada and EU. Benefits - We value a work-life balance - you get 3 weeks holiday to start. - 100% virtual work environment - our staff often work in fun sunny places! - Comprehensive health and wellness benefits package. - We are committed to nurturing and training our people. Company Description For over 20 years, iNTERFACEWARE Inc. has been the backbone of healthcare IT. We’ve successfully completed over 26,000 implementations, making our integration solutions more powerful and widespread than any other platform in the healthcare ecosystem. Our technology enables organizations to exchange data effortlessly and streamline workflows, helping to improve efficiency across the healthcare industry and beyond. - We value communicating well, being kind unto others, choosing to be vulnerable and always being honest. - We focus on understanding the core of problems from first principles without being afraid to question received wisdom. - We approach problem solving iteratively, simplifying not complicating. - We embrace curiosity, with an interest in understanding business and technology. - We prioritize the use of code in everyday data solutions. - We work hard to make solutions that we can be proud of and use ourselves.

• Respond to client inquiries related to online banking, mobile banking, account access, file structure and digital transactions. • Troubleshoot technical issues, including login, navigation errors, and system functionality concerns. • Assist customers in understanding and using product features, tools, and security protocols. • Escalate complex or unresolved issues to appropriate internal teams and follow up as needed. • Document all customer interactions, reported issues, and resolutions in accordance with internal procedures. • Monitor and identify recurring technical or operational issues and communicate trends to management. • Maintain current knowledge of digital and document retention systems, updates, and security requirements. • Track, troubleshoot and communicate complex client issues internally and with a client audience. • Attend, schedule and plan virtual meetings and training sessions.