[Hiring] Technical Support Engineer @Navina

Role Description

The Technical Support Engineer is a key contributor to our overall customer experience and our customers' product satisfaction. They are also the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI. The ideal candidate is passionate about technology, troubleshooting, and customer success.

• Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction.
• Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction.
• Contribute to methodologies, best practices, and techniques to improve our support process.
• Build and contribute to Navina’s technical support knowledge base.
• Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations.

Qualifications

• +4 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience.
• Proven experience with SQL and data analysis - MUST.
• Proven experience with debugging web applications.
• Strong project management skills.
• Excellent problem-solving and troubleshooting skills.
• Proven excellent customer-facing communication skills (verbal and written).
• Familiarity with the US healthcare industry - Advantage.
• Proven experience in programming (JavaScript, Python, Nodejs) - Advantage.
• Located in the U.S. Pacific time zone or available to work until 8:00PM PST.

Requirements

• Experience with troubleshooting data pipelines and ETL processes.
• Experience in a fast-growing organization.
• Strong presentation skills for all audiences; Ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas.
• A can-do attitude.
• Detailed oriented.

Benefits

You don’t need to meet 100% of the requirements to be a great fit. We believe in hiring people, not just checklists, and we value potential as much as experience. If this role excites you, we’d love to see your application!