Role Description The role of the Support Analyst is to support the business and information technology processes within the company's healthcare ecosystem, and to document system processes. - Adhere to and comprehend US Renal Care's HIPAA and HITECH regulations. - Actively promotes GUEST customer service standards; develops effective relationships at all levels of the organization. - Promote US Renal Care's IT initiatives through documentation and communication. - Participates in team concepts and promote a team effort; performs duties in accordance with company policies and procedures. - Regular and reliable attendance is required for the job. Qualifications - Must be currently enrolled in a four-year accredited degree program and returning to the program upon completion of the internship. - Pursuing a degree in Information Technology, Accounting, Finance, Supply Chain, Nursing or related field is preferred. - Ability to work directly with teammates, coworkers and leaders efficiently in a fast-paced environment. - Comfortable interviewing users to understand their daily work processes. - Experience using Microsoft Office Suites. Requirements - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the opportunity to provide high-impact technical support for complex software products, collaborating closely with Product, DevOps, and Engineering teams. The Senior Customer Support Engineer will troubleshoot and resolve advanced customer issues across mobile and SaaS platforms, validate fixes, and contribute to process improvements. You will mentor junior team members, lead partner calls, and translate technical insights into actionable feedback for product enhancements. This position requires a mix of hands-on technical skills, cross-functional collaboration, and customer advocacy. Ideal candidates thrive in dynamic environments, balancing direct problem-solving with guiding others and contributing to technical documentation and training. The role is fully remote, providing flexibility while maintaining strong communication with teams across multiple time zones. - Research, diagnose, and resolve complex customer issues, collaborating with Product, Engineering, and DevOps teams. - Validate customer-specific fixes and releases, producing technical documentation tailored to client needs. - Gather and analyze customer feedback, create detailed JIRAs for unresolved product issues, and track escalations. - Mentor new Customer Support Engineers and provide training to partners and internal teams. - Lead technical calls with partners to ensure customer issues are addressed effectively. - Provide usage visibility and insights to leadership and partner organizations. - Triage and escalate customer issues from Level 1 and Level 2 Support to Engineering with detailed analysis. Qualifications - Master’s Degree in Computer Science, Computer Engineering, or related field, plus 2 years of relevant experience. - 2 years of experience using Android Studio to test mobile applications. - 2 years of experience using SQL and Python to manage and query databases. - 1 year of experience designing custom APIs for troubleshooting customer issues. - 1 year of experience with SIEM tools, such as Splunk. - 1 year of experience with Mobile Device Management (MDM) solutions, including Intune and AirWatch. - Strong problem-solving skills, attention to detail, and ability to collaborate across multiple teams and time zones. - Excellent communication skills and ability to mentor or train peers and partners. Benefits - Competitive salary: $113,850 - $115,875 per year. - Remote work opportunity from anywhere in the United States. - Standard workweek: Monday to Friday, 9 a.m. to 5 p.m. - Employee referral incentives and recognition programs. - Professional growth through cross-functional collaboration and mentorship opportunities. - Exposure to cutting-edge mobile security and SaaS technologies.

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