[Hiring] Support Engineer - Veterinary HealthTech @Truelogic

Role Description

The Support Engineer is an independent contractor who sits within the Platform organization and serves as a dedicated technical resource for the Customer Experience (CX) team. This role owns the resolution of technical tickets opened by CX, including customer onboarding and decommissioning workflows, data migrations, and a broad range of infrastructure and platform-level requests. The Support Engineer is not embedded in CX but works in close partnership with them, translating operational needs into reliable technical execution. This is an excellent opportunity for a technically skilled individual who enjoys working at the intersection of platform engineering and customer operations, and who can operate with a high degree of autonomy. The Support Engineer will gain deep exposure to the company's infrastructure and product ecosystem while directly impacting customer satisfaction and time-to-resolution. Due to the production access required for this role, a background check is a condition of engagement.

Responsibilities

• Customer Onboarding: Execute technical onboarding workflows for new Instinct customers, including environment provisioning, configuration, integration setup, and data imports to ensure a seamless go-live experience.
• Decommissioning: Manage the technical offboarding of customers, including data exports, environment teardown, access revocation, and formal documentation of closure procedures.
• Data Migrations: Perform structured data migrations between systems or environments—handling validation, transformation, and quality assurance checks to ensure absolute data integrity. Occasionally join live customer calls to address data validation questions directly with key stakeholders.
• Technical Ticket Resolution: Own and lead the queue of technical tickets escalated by the CX team; triage, prioritize, and resolve complex issues outside CX's scope, including environment configuration, integration troubleshooting, bulk data updates, and platform-level issues.
• CX Partnership: Partner closely with Customer Success Managers and Implementation Managers to understand the context behind incoming requests, set clear resolution timelines, and communicate technical outcomes in accessible, plain language.
• Documentation: Maintain clear, up-to-date documentation of processes, runbooks, and customer-specific configurations to drive repeatability and preserve institutional knowledge.
• Process Improvement: Analyze patterns in recurring CX-submitted tickets to proactively develop tooling, automation, or updated documentation—reducing overall ticket volume and resolution times.
• Adaptability: Adapt to and actively contribute to new tasks, priorities, or projects as organizational needs evolve.

Qualifications

• Must-Have (Required):
• AWS: Hands-on ability to verify environment changes and execute smoke tests; practical familiarity with core services (e.g., RDS, S3, EC2, ECS) to independently validate that workflows have completed successfully.
• Git / GitHub: Proficient in creating, reviewing, merging, and verifying pull requests within GitHub as an integral part of standard customer onboarding and offboarding workflows.
• Communication: Exceptional written and verbal English communication skills; capable of leading customer calls with confidence, translating complex technical concepts into plain language for non-technical stakeholders, and drafting high-quality documentation.
• Basic Security Hygiene: Solid foundational understanding of data privacy best practices, the principle of least-privilege access, and secure data handling protocols.
• Ticketing Systems: Hands-on experience navigating support and helpdesk platforms such as Jira, Intercom, Front, or equivalent ticketing systems.
• Nice-to-Have (A Plus):
• Terraform: Familiarity with Infrastructure as Code (IaC) principles to review, update, or provision infrastructure configurations.
• Kubernetes: Basic understanding of container orchestration, pod management, and inspecting workloads within Kubernetes clusters.
• Helm: Experience using Helm charts to deploy, upgrade, and manage Kubernetes applications and services.

Benefits

• 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection.
• Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings.
• Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed.
• Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock.
• Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies.

Company Description

We are a veterinary software company that helps practices enhance patient care, improve staff efficiency, and minimize burnout. We were founded in 2017 and are a mid-size company (50-100 people) that has used Elixir from the start. Our back-end runs fully in Elixir with our front-end in React, with GraphQL connecting the two.