Role Description We are seeking a Junior Support Engineer to join a fast-growing software company operating at the intersection of AI and life sciences. This role is ideal for an early-career software engineer who enjoys solving technical problems, debugging applications, and helping customers succeed. As the first line of technical support, you will: - Investigate customer issues, troubleshoot application problems, implement fixes, and communicate solutions clearly to customers. - Work closely with Product, QA, and Engineering teams while gaining hands-on experience across modern web technologies including Next.js, React, Node.js, TypeScript, and Supabase. This is an excellent opportunity for someone looking to grow their software engineering career in a supportive startup environment. Key Responsibilities - Quickly learn and understand the company’s Next.js, React, Node.js, and Supabase application architecture. - Investigate customer-reported issues and reproduce bugs within the application. - Use Cursor or similar AI-assisted development tools to inspect code, analyze call stacks, and identify root causes. - Develop and deploy maintainable TypeScript fixes across both frontend and backend systems. - Improve edge-case handling, application reliability, and performance. - Write clear and customer-friendly email responses explaining technical issues and resolutions. - Support customers professionally and calmly during high-pressure situations. - Collaborate with Product, QA, and Engineering teams to prioritize urgent issues and releases. - Contribute to internal documentation, knowledge bases, and support runbooks. - Help improve monitoring, alerting, and recurring issue prevention processes. Qualifications - Experience with Next.js, React, Node.js, TypeScript, Supabase, SQL, and Cursor or similar AI-assisted development tools. - Strong debugging, troubleshooting, and problem-solving abilities. - Solid understanding of software engineering principles, coding best practices, and modern development workflows. - Ability to work independently, manage priorities, and execute tasks with minimal supervision. - Excellent written English communication skills with the ability to explain technical concepts clearly to customers. - Customer-focused mindset with strong interpersonal skills and the ability to remain calm under pressure. - Experience communicating directly with customers regarding technical issues is highly preferred. - Experience building, shipping, or maintaining software applications independently is a plus. - Exposure to SaaS products, technical support, or support engineering environments is advantageous. - Familiarity with version control systems and collaborative software development practices. - Interest in AI, healthcare technology, biotechnology, or life sciences industries is beneficial. Benefits - 💻 Fully Remote: Work from anywhere with international teams. - 🤝 Peer Community: Connect with high-performing sales professionals in our network. - 🧭 Ongoing Support: Receive guidance from Huzzle before and after placement. - 💰 Tailored Compensation: Salaries vary by client and candidate preference — we’ll match you with options that fit your goals.

• Field customer calls to facilitate a 24/7 support function and resolve hardware, software, assay and training-related issues • Utilize remote diagnostics to proactively monitor instruments against potential issues • Act as a flexible resource to help fill workload or process gaps and triage general, moderate and complex inquiries • Collect and analyze data and classify complaints according to FDA requirements • Capture and document all aspects of customer interaction into CRM database

• Provide expert-level functional and technical support for Payments platforms, with emphasis on NACHA / ACH processing and FGPP flows • Own complex and high-severity customer issues across the full support lifecycle, including investigation, resolution, validation, and customer communication • Act as a senior escalation point for issues impacting customer operations and business continuity • Analyze and troubleshoot NACHA file creation, validation, settlement, returns, and exceptions • Understand the operational and compliance impact of payments issues and support customers accordingly • Drive improvements in First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) through accurate triage and strong root cause analysis • Identify repeat issues and collaborate with Product and Engineering teams on permanent fixes • Create and maintain high-quality Knowledge Articles (KAs) for repeat issues, known errors, and standard operating procedures • Support self-service and case deflection initiatives by ensuring knowledge is clear, reusable, and consistently applied • Provide guidance and mentoring to less-senior engineers, enabling independent resolution and skill development • Partner with Product, Engineering, Infrastructure, and Release teams to diagnose defects, validate fixes, and support deployments • Support disaster recovery exercises, upgrades, and change events, including testing and post-change validation.

• Answers, evaluates and prioritizes service requests received via phone, voicemail, email, etc. specifically related to banking software support. • Logs and tracks all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests • Assists in implementation of new software releases for applications responsible for supporting bank processing • Documents resolutions in a central location for knowledge sharing internally and with customers • Participates on bank conversion/merger/acquisition teams as needed • Assists with Major Projects and Initiatives as assigned • Participates in assessments, project planning and client meetings • Works with third party vendors on behalf of customers • Analyzes and evaluates service requests to identify trends and make recommendations • Other duties as assigned