[Hiring] Junior Customer Success Engineer @Bask Health

Role Description

We're looking for a Junior Customer Success Engineer to help investigate technical issues, support merchants using Bask Health's platform, and assist with troubleshooting software problems. This is an early-career, customer-facing technical position designed for someone who wants to develop skills in SaaS troubleshooting, customer engineering, and software support.

• Work alongside experienced Customer Success Engineers, Technical Support specialists, and Software Engineers.
• Help customers understand supported software functionality.
• Learn how to diagnose problems, document findings, and escalate issues appropriately.
• Assist with routine technical questions involving supported platform features.
• Investigate reported issues affecting merchant storefronts, questionnaires, checkout workflows, and account configurations.
• Gather relevant information when customers report unexpected software behavior.
• Learn how to distinguish between expected functionality, configuration problems, and potential software defects.
• Follow established troubleshooting procedures to investigate common issues.
• Document what happened, what was expected, and the steps needed to reproduce the issue.
• Learn how to use browser developer tools to inspect basic web application behavior.
• Develop familiarity with HTTP requests, responses, status codes, and common web application errors.
• Learn how APIs and integrations connect different software systems.
• Assist with investigating basic API or integration questions within approved responsibilities.
• Review relevant technical documentation to understand supported functionality.
• Use approved diagnostic tools to gather information about reported problems.
• Learn how to recognize when a technical issue requires deeper engineering investigation.
• Escalate complex problems to senior Customer Success Engineers or Software Engineers.
• Provide clear descriptions of reported issues and the troubleshooting steps already completed.
• Help ensure escalations contain enough information for another engineer to investigate efficiently.
• Work with senior team members to understand the causes of common software problems.
• Apply feedback to improve your troubleshooting approach.
• Communicate with customers through approved support channels.
• Explain basic technical information clearly and professionally.
• Avoid unnecessary technical language when communicating with non-technical merchants.
• Ask clarifying questions when a customer's description of a problem is incomplete.
• Help customers understand approved troubleshooting steps.
• Communicate when an issue requires additional investigation.
• Provide approved updates on the status of assigned technical cases.
• Avoid promising fixes, timelines, or unsupported functionality.
• Maintain accurate records of customer questions, technical findings, and follow-up actions.
• Use approved ticketing and engineering issue-tracking systems.
• Help organize assigned technical cases and outstanding tasks.
• Follow through on assigned issues until they are resolved or appropriately transferred.
• Coordinate with Customer Success Managers when technical problems affect onboarding or platform adoption.
• Help investigate basic setup issues that prevent customers from completing supported workflows.
• Assist with technical onboarding questions under senior team guidance.
• Help identify when a customer's issue involves a configuration step rather than a software defect.
• Learn how different platform features interact and where common setup mistakes occur.
• Help customers locate relevant technical documentation and support resources.
• Contribute to internal troubleshooting guides and knowledge articles.
• Document common errors and approved solutions.
• Help identify recurring technical questions that could be addressed through clearer instructions.
• Share patterns in customer-reported issues with senior team members.
• Participate in discussions about improving technical support processes.
• Help identify confusing error messages or software workflows that create repeated support requests.
• Provide relevant customer feedback to Product and Engineering teams through approved channels.
• Learn how engineering teams investigate, prioritize, and resolve software defects.
• Become familiar with the tools used to track bugs and technical tasks.
• Help verify whether reported issues can be reproduced after a change, when authorized.
• Assist with basic testing of supported platform workflows in approved environments.
• Document test results clearly and accurately.
• Follow established procedures for reporting unexpected behavior.
• Learn how to distinguish between customer-specific issues and potentially broader platform problems.
• Escalate suspected widespread issues through established incident procedures.
• Avoid making unauthorized changes to production systems or customer configurations.
• Follow approved privacy, security, and access control procedures.
• Access only the systems and information necessary and authorized for your responsibilities.
• Recognize when sensitive information requires additional precautions.
• Avoid using unapproved tools or communication channels for sensitive data.
• Recognize when customer questions involve clinical, pharmacy, or compliance matters.
• Direct those questions to the appropriate licensed or authorized teams.
• Never provide medical advice, make clinical decisions, or independently approve regulated activities.
• Collaborate with Customer Success, Technical Support, Product, and Engineering teams.
• Learn how technical issues affect customer onboarding, adoption, and retention.
• Develop an understanding of the relationship between reliable software and customer success.
• Participate in training on new platform features and technical workflows.
• Ask questions when you encounter unfamiliar systems or problems.
• Be comfortable receiving feedback from more experienced engineers.
• Take notes, document what you learn, and apply that knowledge to future investigations.
• Gradually develop confidence in handling routine technical cases independently.
• Maintain a structured troubleshooting approach rather than relying on guesses.
• Work on multiple assigned technical issues while maintaining accurate documentation.
• Communicate proactively when you are blocked or need additional guidance.
• Take ownership of assigned tasks and follow through on commitments.
• Remain professional when helping customers who are frustrated by technical problems.
• Understand that clear communication is as important as technical investigation.
• Be comfortable working in a growing software environment where processes and tools may change.
• Contribute to a team environment that values curiosity, initiative, accountability, and continuous improvement.
• Build practical experience with SaaS platforms, technical troubleshooting, APIs, and customer-facing engineering.
• Learn from experienced team members while contributing to real customer problem-solving.

Qualifications

• Entry-level to 2 years of relevant experience in technical support, software troubleshooting, customer engineering, IT support, or a related technical field.
• Foundational understanding of how web applications work.
• Basic familiarity with HTML, CSS, JavaScript, or similar web technologies.
• Understanding of common web application concepts such as browsers, requests, responses, and errors.
• Interest in learning about APIs, integrations, and software troubleshooting.
• Ability to investigate technical problems systematically.
• Comfortable reading technical documentation and following troubleshooting instructions.
• Ability to describe technical issues clearly and accurately.
• Strong written and verbal communication skills.
• Ability to explain basic technical concepts to non-technical customers.
• Strong problem-solving skills and attention to detail.
• Willingness to learn new technical tools and software platforms.
• Ability to ask clarifying questions and recognize when additional help is needed.
• Experience using web-based software and digital collaboration tools.
• Ability to maintain organized notes, issue descriptions, and follow-up tasks.
• Comfortable working with ticketing systems or learning new support tools.
• Ability to follow established technical escalation procedures.
• Willingness to collaborate with senior engineers and apply feedback.
• Strong organizational skills and accountability for assigned tasks.
• Ability to manage multiple technical questions and competing priorities.
• Understanding of the importance of privacy, security, and appropriate system access.
• Ability to work independently while collaborating with a remote team.
• Interest in customer-facing technical roles and SaaS platforms.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software company with evolving processes.
• Strong curiosity, initiative, and willingness to develop technical skills.

Nice to Have

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Completion of a coding bootcamp or relevant technical training program.
• Internship experience in technical support, software engineering, or customer engineering.
• Experience troubleshooting SaaS platforms or web applications.
• Familiarity with Shopify, BigCommerce, WooCommerce, or other e-commerce platforms.
• Experience supporting online merchants or direct-to-consumer businesses.
• Basic experience using browser developer tools.
• Familiarity with REST APIs and HTTP status codes.
• Experience using Postman, Insomnia, or similar API testing tools.
• Basic understanding of JSON and API request structures.
• Familiarity with Git or GitHub.
• Experience writing simple scripts or working with JavaScript.
• Basic SQL knowledge.
• Experience using Zendesk, Intercom, Jira, Linear, or similar tools.
• Experience documenting software bugs or technical issues.
• Experience testing web applications or reproducing reported problems.
• Familiarity with online storefronts, checkout flows, and payment integrations.
• Experience creating technical documentation or troubleshooting guides.
• Interest in healthcare technology or telehealth software.
• Experience working on independent software projects or technical coursework.