[Hiring] Customer Engineer @Bask Health

Role Description

We're looking for a Customer Engineer to help Bask Health's merchants solve technical challenges, implement supported integrations, and build effective workflows using our software platform. This role combines hands-on technical problem-solving, customer-facing implementation support, software configuration, and cross-functional collaboration.

• Work directly with customers to understand technical requirements and implementation goals.
• Translate customer business needs into supported technical configurations.
• Support technical onboarding and customer implementation activities.
• Help customers configure merchant storefronts and related platform settings.
• Assist with questionnaire, checkout, and other supported workflow configurations.
• Guide customers through supported integration setup and troubleshooting.
• Investigate REST API, webhook, and authentication-related issues.
• Analyze HTTP requests, responses, and relevant technical errors.
• Use available diagnostic tools to investigate software behavior.
• Reproduce customer-reported technical problems and document findings.
• Distinguish configuration issues from integration failures and product defects.
• Help customers validate technical configurations and supported workflows.
• Participate in technical customer meetings and implementation discussions.
• Explain technical concepts clearly to business and technical stakeholders.
• Collaborate with customer success managers on customer implementation priorities.
• Work with customer success engineers on technical onboarding challenges.
• Coordinate with technical support teams on escalated customer issues.
• Collaborate with software engineering teams when product fixes are required.
• Provide clear reproduction steps and technical evidence for engineering escalations.
• Work with product teams on recurring customer technical requirements.
• Document customer integration requirements and implementation decisions.
• Create and maintain technical configuration and integration guides.
• Help improve troubleshooting documentation and customer education resources.
• Identify recurring implementation issues and recommend process improvements.
• Support technical validation following relevant platform changes.
• Help customers understand new technical capabilities and updates.
• Maintain accurate records of technical requests and outstanding action items.
• Coordinate customer follow-up on implementation and integration issues.
• Recommend supported solutions without making unapproved development commitments.
• Follow appropriate security and privacy procedures.
• Escalate clinical, pharmacy, and compliance concerns to authorized teams.
• Take ownership of assigned technical customer problems through resolution or appropriate handoff.

Qualifications

• 3+ years of experience in customer engineering, solutions engineering, technical implementation, technical support engineering, or a closely related customer-facing technical role.
• Demonstrated experience helping customers implement or configure SaaS software.
• Strong understanding of web-based software applications and integrations.
• Working knowledge of REST APIs, HTTP methods, status codes, and JSON.
• Familiarity with webhooks, authentication, and common integration patterns.
• Experience troubleshooting technical problems affecting customer workflows.
• Ability to investigate integration errors and identify likely causes.
• Experience using browser developer tools or similar technical diagnostic tools.
• Ability to reproduce software defects and document troubleshooting steps.
• Experience translating customer requirements into practical technical solutions.
• Ability to explain technical concepts clearly to nontechnical stakeholders.
• Experience collaborating directly with software engineering teams.
• Familiarity with technical documentation and implementation planning.
• Experience supporting technical onboarding or implementation projects.
• Ability to distinguish platform limitations from configuration problems.
• Strong written and verbal communication skills.
• Experience managing customer technical requests or escalations.
• Strong analytical thinking and problem-solving skills.
• Ability to manage multiple technical tasks and competing priorities.
• Strong organizational skills and attention to detail.
• Experience using customer support, ticketing, or project tracking tools.
• Ability to maintain accurate technical records and implementation notes.
• Comfortable learning complex software platforms and technical workflows.
• Ability to work independently on ambiguous technical problems.
• Comfortable collaborating across customer success, product, and engineering teams.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and commitment to customer outcomes.

Nice to Have

• Experience supporting e-commerce SaaS or merchant-facing software.
• Experience working with Shopify, BigCommerce, or other storefront platforms.
• Familiarity with direct-to-consumer business models.
• Experience troubleshooting online checkout and payment workflows.
• Familiarity with Stripe or similar payment processing platforms.
• Working knowledge of JavaScript, HTML, and CSS.
• Experience using Postman or similar API testing tools.
• Familiarity with SQL and database query fundamentals.
• Experience troubleshooting third-party integrations.
• Familiarity with OAuth and API authentication flows.
• Experience working with subscription commerce platforms.
• Understanding of application logs and observability tools.
• Experience documenting technical integration architectures.
• Experience conducting technical customer workshops or implementation walkthroughs.
• Familiarity with cloud-hosted SaaS environments.
• Experience collaborating with product managers on customer technical requirements.
• Experience supporting technical validation and software testing.
• Experience improving customer implementation processes.
• Familiarity with healthcare technology or telehealth platforms.
• Experience supporting entrepreneurs and online business owners.