Description
We’re looking for a Support Engineer with SQL experience who can operate as a true first responder between users and the product engineering team for a fast-growing healthcare technology platform. This is not a help desk role and not a purely reactive support position.
You will diagnose real production issues, work directly inside technical systems, and partner closely with engineers to resolve problems quickly and correctly. We are specifically looking for candidates with strong technical backgrounds who have worked in startup or high-agency environments, not strictly large, well-defined enterprise support orgs.
If you have previously worked as a software engineer, data engineer, support engineer, or in a highly technical startup support role and enjoy owning problems end to end, this role is a strong fit.
What You’ll Work On
Technical Triage and First Response
- Serve as the first technical responder for inbound user issues
- Triage problems using runbooks while applying independent technical judgment
- Identify whether issues can be resolved directly or require engineering escalation
- Communicate clearly and confidently with both technical and non-technical users
Production Investigation and Troubleshooting
- Navigate production databases and internal tooling to investigate issues
- Use SQL, command-line tools, or scripts to validate data and identify root causes
- Troubleshoot user-facing blockers without defaulting to escalation
- Verify fixes and confirm resolution before closing issues
Engineering Collaboration
- Translate user pain points into clear, actionable technical bug reports
- Communicate directly with engineers in Slack and issue trackers
- Provide strong technical context so engineers can move quickly
- Follow issues through deployment and confirm user impact post-fix
User Onboarding and Access Management
- Support onboarding, credentialing, and access workflows
- Perform hands-on tasks such as account resets, permission changes, and configuration fixes
- Ensure users can successfully access and operate the platform
Operational Tracking and Documentation
- Track active issues, dependencies, and follow-ups across systems
- Maintain clean internal trackers and task hygiene
- Improve troubleshooting documentation and runbooks
- Identify recurring issues and recommend process or product improvements
What You Bring
- 3 to 5+ years of experience in support engineering, software engineering, or data engineering
- Demonstrated experience working in startups, agencies, or high-agency environments
- Strong technical foundation with comfort working inside production systems
- Working knowledge of SQL, APIs, logs, or scripting for investigation
- Ability to operate independently and self-serve when solving problems
- Clear written English with the ability to explain technical issues simply
- Strong ownership mindset with urgency and attention to detail