[Hiring] Support Engineer @Hire Overseas

Role Description

We’re looking for a Support Engineer with SQL experience who can operate as a true first responder between users and the product engineering team for a fast-growing healthcare technology platform. This is not a help desk role and not a purely reactive support position.

• Diagnose real production issues
• Work directly inside technical systems
• Partner closely with engineers to resolve problems quickly and correctly
• Strong technical backgrounds preferred, especially from startup or high-agency environments
• Enjoy owning problems end to end

Benefits

• Paid in USD (bi-monthly: every 15th and 30th)
• Up to 14 days of Paid Time Off annually (starting Day 1)
• Observance of Holidays per company guidelines
• 100% remote setup
• High ownership role embedded directly with product and engineering teams
• Work on a healthcare platform where reliability directly impacts real patient outcomes

What You’ll Work On

• Technical Triage and First Response
  • Serve as the first technical responder for inbound user issues
  • Triage problems using runbooks while applying independent technical judgment
  • Identify whether issues can be resolved directly or require engineering escalation
  • Communicate clearly and confidently with both technical and non-technical users
• Production Investigation and Troubleshooting
  • Navigate production databases and internal tooling to investigate issues
  • Use SQL, command-line tools, or scripts to validate data and identify root causes
  • Troubleshoot user-facing blockers without defaulting to escalation
  • Verify fixes and confirm resolution before closing issues
• Engineering Collaboration
  • Translate user pain points into clear, actionable technical bug reports
  • Communicate directly with engineers in Slack and issue trackers
  • Provide strong technical context so engineers can move quickly
  • Follow issues through deployment and confirm user impact post-fix
• User Onboarding and Access Management
  • Support onboarding, credentialing, and access workflows
  • Perform hands-on tasks such as account resets, permission changes, and configuration fixes
  • Ensure users can successfully access and operate the platform
• Operational Tracking and Documentation
  • Track active issues, dependencies, and follow-ups across systems
  • Maintain clean internal trackers and task hygiene
  • Improve troubleshooting documentation and runbooks
  • Identify recurring issues and recommend process or product improvements

Qualifications

• 3 to 5+ years of experience in support engineering, software engineering, or data engineering
• Demonstrated experience working in startups, agencies, or high-agency environments
• Strong technical foundation with comfort working inside production systems
• Working knowledge of SQL, APIs, logs, or scripting for investigation
• Ability to operate independently and self-serve when solving problems
• Clear written English with the ability to explain technical issues simply
• Strong ownership mindset with urgency and attention to detail

Nice to Have

• Prior experience as a software engineer, data engineer, or embedded support engineer
• Experience supporting SaaS, AI, or healthcare technology platforms
• Familiarity with tools like Slack, Linear, HelpScout, Notion, or similar
• Background in healthcare tech, RCM, or regulated software environments
• Experience working with APIs, integrations, or workflow-based platforms

How to Apply

• Your updated resume
• A short 1–2 minute Loom video explaining your technical background and how you’ve handled production issues or user-facing technical problems in the past

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

• Initial Application - Submit your application and complete our prequalifying questions
• Video Introduction - Record a video introduction to showcase your communication skills and work experience
• Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
• Recruitment Interview - Initial screening with our talent team
• Executive Interview - Meet with senior leadership to discuss role alignment
• Client Interview - Final interview with the client team you'd be supporting
• Background & Reference Check - Professional reference verification
• Job Offer - Successful candidates receive a formal offer to join the team