[Hiring] Associate Production Support Engineer @Redox

Role Description

Redox is on a mission to accelerate healthcare's transformation with useful data. Tier I Support Engineers are the first line of technical support for Redox customers, resolving day-to-day connectivity, configuration, and messaging issues and monitoring production feeds. As Redox shifts toward a more self-service support model, this role is central to that shift:

• Use technical troubleshooting skills to diagnose issues quickly.
• Utilize communication skills to teach customers and technical partners how to use self-service tools.
• Make a positive impact from day one as part of a collaborative and committed team.

Job Responsibilities

• Work all tickets within the scope of a Tier I role, reaching out for support or escalating to Tier II for tickets that are outside or partially outside of scope, including:
• Instructing customers on how to update configurations or resolve issues themselves.
• Basic connectivity (VPN/API) troubleshooting.
• Connection and traffic questions and troubleshooting.
• Message and error state issues.
• Configuration updates.
• Any other support ticket type, which may include reaching out to third parties on behalf of the customer.
• Respond to and work critical support issues called in by customers during the day.
• Manage work hour on-call shifts, including:
• Responding to errors that page the on-call person.
• Monitoring paused and retrying queues.
• Answering calls.
• Serving as Incident Manager during major incidents, including sending customer emails and updating StatusPage.
• Take after hours on-call shifts (approximately one week every other month).

Qualifications

• Technical support experience.
• Ability to learn quickly and think critically.
• Comfortable reading and interpreting technical data (e.g., JSON, HL7v2, logs) to diagnose issues.
• A working understanding of APIs and web service protocols.
• Strong communicator who can explain technical concepts clearly to both customers and internal teams.
• Organized and customer service oriented.
• Comfortable using AI tools to support troubleshooting, documentation, and daily workflows.

Preferred Skills & Experience

• Experience teaching, training, or documenting for a technical audience.
• Experience with HL7v2, C-CDA (CCD, QRDA, etc.), and other healthcare data formats.
• VPN, network, or connection troubleshooting experience.
• Relational databases and SQL queries.
• JavaScript or another scripting language.
• Experience in healthcare IT, ideally integration.

Specific Software Platforms/Tools

• Jira/Confluence
• Zendesk

Compensation

The base salary range for this position is expected to be between $70,000-80,000 per year. Certain positions within Customer Success may be eligible for incentive compensation such as bonuses or commissions.

Benefits

• 100% remote first culture (must be based in the US).
• Unlimited Flexible Time Off.
• 15+ Observed Holidays.
• Rest & R^Charge days (guaranteed a 3-day weekend each month).
• R^Charge (6 weeks paid sabbatical + stipend).
• 401k match 50% for up to 8% on Day 1.
• Medical/Dental/Vision Benefits on Day 1.
• HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program.
• Paid Parental Leave (16 weeks).
• Productivity Stipend & Wellness Fund.
• Redox Issued MacBook.
• Virtual and/or in-person Team & Company Events.
• Stock Options.
• Employee Referral Bonus Program.