[Hiring] Support Engineer @Axuall

Role Description

In this role you will serve as a Tier 2 support professional ensuring that technical requests escalated via the support system are triaged and handled quickly and accurately. Working within a highly matrixed and collaborative environment you will troubleshoot technical issues. This is a mid to senior level position serving as an individual contributor.

What You’ll Do

• Apply your technical knowledge to the triage, escalation and resolution of technical requests from clients and internal team mates
• Respond promptly to requests, quickly assessing root cause, potential workarounds, and options for resolution
• Readily available for live coverage as needed (Axuall supports Clinicians 8AM - 8PM EST)
• Foster collaboration and impeccable communication among product management, engineering and support teams
• Coordinate / follow up on internal requests and work in progress
• Create and improve established and ad-hoc workflow for the triage and escalation of support tickets
• Assess and develop internal tooling to provide visibility to underlying issues leading to support requests
• Apply good practice in software testing to the identification and resolution of issues
• Contribute to the growth of the team by bringing your best ideas for improvement and collaboration

Qualifications

• Familiarity with the following elements of a modern technology stack: Python, PostgreSQL, API tools such as Insomnia and Postman
• Experience utilizing alerting and monitoring tools such as Sentry and Grafana
• 3-5 years experience troubleshooting and resolving tier 1 and tier 2 issues
• 3-5 year experience partnering with Engineering and Development Teams on escalated issues
• 3-5 years experience troubleshooting and resolving issues with APIs
• Exposure to healthcare organizations and clinicians
• Familiarity with provider credentialing a bonus

Interview Path

• Talent Acquisition
• Senior Support Engineer
• Hiring Manager
• Technical Assessment
• References
• Hiring Decision

Benefits

• Comprehensive Health Insurance
• 401(k) with Employer Match
• Wellness Stipend
• Professional Development Reimbursement
• Work From Home Stipend
• Remote Work Flexibility
• Flexible PTO
• Paid parental leave

Equal Employment Opportunity & Pay Equity Commitment

Axuall is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic. Axuall maintains pay-equity practices that prohibit reliance on salary history and require that compensation decisions be supported by legitimate, job-related factors.

Pay Transparency & Compensation

• Base Salary Range (Good-Faith Estimate): $80,000 - $92,000
• Classification: Full Time
• Additional Compensation: Equity incentive plan participation upon hire
• Pay Frequency: Semi-monthly