[Hiring] Senior Technical Support Engineer @Bask Health

Role Description

We're looking for a Senior Technical Support Engineer to investigate and resolve complex technical issues affecting customers using Bask Health's software platform. This role is responsible for advanced troubleshooting, technical escalations, issue investigation, and helping improve the reliability of the customer support experience.

• Work with customer success managers, customer success engineers, product managers, software engineers, and other internal stakeholders to resolve technical problems efficiently and accurately.
• Develop a detailed understanding of how systems interact and how technical issues can affect customer operations.
• Serve as an escalation point for complex customer-reported problems that require deeper technical investigation.
• Troubleshoot application behavior, configuration issues, integrations, and unexpected platform errors.
• Investigate issues affecting storefront functionality, questionnaire behavior, checkout flows, and supported platform workflows.
• Use available technical tools, logs, browser debugging capabilities, and internal documentation to gather evidence and identify likely causes.
• Reproduce reported issues whenever possible and document the conditions under which they occur.
• Distinguish between user configuration errors, integration problems, product defects, and broader platform incidents.
• Work closely with software engineers when an issue requires code-level investigation, infrastructure expertise, or a product fix.
• Provide engineering teams with clear reproduction steps, technical evidence, customer impact details, and relevant troubleshooting history.
• Coordinate with product managers when reported issues involve product behavior, functionality gaps, or unclear requirements.
• Communicate technical findings and resolution updates to customer-facing teams and, when appropriate, directly to customers.
• Take ownership of assigned technical escalations and maintain clear accountability until they are resolved or appropriately transferred.
• Participate in incident investigations involving customer-facing platform functionality.
• Help document incident timelines, observed symptoms, customer impact, and resolution steps.
• Support follow-up reviews to identify recurring issues and opportunities to prevent similar problems.
• Help build and maintain technical troubleshooting guides, internal knowledge base articles, and escalation procedures.
• Collaborate with customer success engineers on integration-related issues that require deeper investigation.
• Monitor patterns in support tickets and technical escalations to identify recurring product problems.
• Share technical findings with product and engineering teams to help inform reliability and usability improvements.
• Handle customer information carefully and follow applicable internal security and privacy requirements.
• Recognize when an issue involves clinical, pharmacy, compliance, or patient-related decisions that must be handled by the appropriate authorized team.
• Help establish effective troubleshooting practices and provide technical guidance to less-experienced support engineers.

Qualifications

• 5+ years of experience in technical support engineering, application support, production support, or a closely related technical role.
• Strong experience supporting customer-facing SaaS applications.
• Demonstrated ability to investigate and resolve complex software issues.
• Experience troubleshooting web applications and browser-based platforms.
• Working knowledge of REST APIs, HTTP methods, status codes, and common integration patterns.
• Familiarity with JSON, webhooks, and API authentication.
• Experience using browser developer tools for technical investigation.
• Ability to analyze logs, error messages, and application behavior.
• Experience reproducing software defects and documenting reproduction steps.
• Ability to distinguish configuration problems from application defects.
• Experience working directly with software engineering teams.
• Familiarity with technical ticketing and escalation management systems.
• Strong technical documentation skills.
• Ability to communicate complex technical findings clearly.
• Strong problem-solving and analytical thinking skills.
• Ability to manage several technical investigations simultaneously.
• Understanding of software incident management and escalation procedures.
• Familiarity with application security and appropriate data-handling practices.
• Strong organizational skills and attention to detail.
• Comfortable collaborating with customer success and product teams.
• Availability to collaborate during required U.S. Eastern Time working hours.

Requirements

• Experience supporting e-commerce platforms, payment workflows, or other transaction-heavy software environments is particularly valuable.
• Ability to take ownership of technical escalations through resolution.

Benefits

• Opportunity to work in a dynamic and entrepreneurial environment.
• Collaborative team culture focused on technical excellence.