[Hiring] Customer Reliability Engineer @Bask Health

Role Description

We're looking for a Customer Reliability Engineer to help improve the reliability of customer-facing workflows and resolve technical issues that affect merchants using Bask Health. This role combines technical troubleshooting, customer-impact analysis, incident investigation, and proactive identification of recurring software problems.

• Work closely with customer success, technical support, product, and engineering teams.
• Understand where customers experience technical difficulties and help coordinate lasting solutions.
• Investigate customer-reported software issues and determine how they affect the customer's ability to use the platform.
• Identify patterns in recurring errors, configuration problems, integration failures, and unexpected application behavior.
• Use available technical evidence, logs, browser diagnostics, and support records to understand reported issues.
• Reproduce problems when possible and document the conditions under which they occur.
• Distinguish between customer configuration errors, third-party integration issues, application defects, and broader platform incidents.
• Evaluate the scope and impact of customer-facing problems to help internal teams prioritize investigation and resolution.
• Work with technical support teams to understand escalated issues and identify opportunities to prevent repeated customer contacts.
• Collaborate with customer success managers to understand the business impact of technical problems affecting merchant accounts.
• Coordinate with software engineers when issues require code-level investigation, infrastructure expertise, or product fixes.
• Provide clear reproduction steps, technical evidence, customer impact details, and relevant troubleshooting history.
• Collaborate with product managers when recurring problems reveal product usability issues or functionality gaps.
• Support the documentation of incident symptoms, affected workflows, customer impact, and resolution steps.
• Participate in follow-up reviews to understand why problems occurred and how similar issues might be prevented.
• Identify whether temporary workarounds are being repeatedly used instead of addressing underlying problems.
• Recommend opportunities to improve troubleshooting procedures, customer documentation, or product behavior.
• Support validation of customer-facing fixes after engineering releases changes.
• Identify potential regression risks when recurring problems involve critical customer workflows.
• Monitor available support trends, recurring ticket categories, and customer-reported errors to identify patterns.
• Contribute to internal knowledge bases, troubleshooting guides, and incident documentation.
• Communicate technical findings clearly to both technical and nontechnical stakeholders.
• Maintain accurate records of investigations, technical findings, and outstanding follow-up activities.
• Identify opportunities to make customer workflows more dependable through better documentation, configuration guidance, and preventive improvements.
• Work with engineering teams to understand available monitoring and diagnostic capabilities.
• Recognize when an issue involves a security or privacy concern and follow established internal escalation procedures.
• Handle customer information carefully and follow applicable internal privacy and security requirements.
• Provide technical guidance about software behavior without making clinical or pharmacy decisions.
• Work in a remote, cross-functional environment where analytical thinking, clear communication, and accountability are important.

Qualifications

• 3+ years of experience in technical support engineering, customer engineering, application support, production support, or a closely related customer-facing technical role.
• Demonstrated experience investigating complex technical issues affecting SaaS applications.
• Strong understanding of web-based software behavior and common failure patterns.
• Experience troubleshooting customer-facing software workflows.
• Working knowledge of REST APIs, HTTP methods, status codes, and JSON.
• Familiarity with webhooks, authentication, and common integration patterns.
• Experience analyzing application logs, error messages, and diagnostic information.
• Ability to use browser developer tools to investigate software problems.
• Experience reproducing software defects and documenting investigation steps.
• Ability to distinguish configuration issues from application defects.
• Familiarity with technical escalation and incident investigation processes.
• Experience working with software engineering teams to resolve technical problems.
• Strong analytical thinking and structured problem-solving skills.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple technical investigations simultaneously.
• Comfortable learning complex software platforms and technical workflows.
• Availability to collaborate during required U.S. Eastern Time working hours.

Requirements

• Experience supporting e-commerce platforms, payment workflows, merchant-facing SaaS products, or other transaction-heavy applications.
• Ability to explain technical findings to nontechnical stakeholders.
• Experience using technical support or ticketing systems.
• Comfortable collaborating across customer success, product, and engineering teams.
• Strong ownership mentality and commitment to improving customer-facing reliability.

Benefits

• Opportunity to work in a remote, cross-functional environment.
• Engagement with a product-focused team that values ownership and technical excellence.
• Chance to contribute to improving customer workflows and reliability.