[Hiring] Technical Support Intern @Bask Health

Role Description

We're looking for a Technical Support Intern to assist with software troubleshooting, technical issue documentation, and customer-facing support activities at Bask Health. This internship is designed for someone interested in technical support engineering, customer engineering, software development, or SaaS operations.

• Work alongside experienced technical support specialists, Customer Success Engineers, and Software Engineers.
• Gain practical experience understanding web applications, documenting technical issues, and supporting customers.
• Learn how the merchant-facing components of the platform work.
• Develop familiarity with common software workflows and configuration options.
• Observe how technical support teams investigate customer-reported problems.
• Assist with gathering information about reported software issues.
• Learn how to ask clarifying questions to understand customer experiences.
• Help document expected software behavior and actual results.
• Assist with reproducing reported issues in approved testing environments.
• Follow established troubleshooting instructions and technical support procedures.
• Learn how to distinguish between configuration problems, user errors, and potential software defects.
• Use approved diagnostic tools under appropriate supervision.
• Develop familiarity with browser developer tools and common web application errors.
• Learn how HTTP requests and responses work.
• Become familiar with APIs and how different software systems communicate.
• Assist with basic API investigation tasks when authorized.
• Learn how to read API documentation and understand common request and response formats.
• Become familiar with JSON and basic integration concepts.
• Observe how technical teams investigate authentication, configuration, and integration problems.
• Help prepare technical summaries for more experienced support engineers.
• Document relevant troubleshooting steps and findings.
• Assist with creating clear bug reports that explain how to reproduce a problem.
• Learn how engineering teams organize and prioritize software issues.
• Become familiar with approved ticketing and engineering issue-tracking systems.
• Help update assigned technical tickets with accurate information.
• Track follow-up tasks and outstanding investigation steps.
• Assist with organizing technical support documentation.
• Contribute to internal troubleshooting guides and frequently asked questions.
• Help identify common issues that could be addressed through clearer documentation.
• Review existing technical instructions for accuracy and clarity when assigned.
• Report outdated or confusing documentation to the appropriate team.
• Learn how technical support teams communicate with merchants.
• Observe how experienced team members explain software issues to non-technical customers.
• Assist with drafting customer-facing technical responses under supervision.
• Learn how to communicate technical information clearly and professionally.
• Avoid making unsupported promises about software fixes, functionality, or timelines.
• Recognize when a technical issue requires escalation.
• Follow established procedures for routing complex problems to experienced engineers.
• Learn how to provide useful context when escalating an issue.
• Help ensure technical tickets contain enough information for another team member to continue the investigation.
• Assist with basic testing of supported platform workflows.
• Follow approved test instructions and document the results.
• Help identify unexpected software behavior during testing.
• Report potential defects through established procedures.
• Learn the importance of testing changes in approved environments.
• Avoid making unauthorized changes to production systems or customer configurations.
• Observe how Software Engineers investigate and resolve reported bugs.
• Participate in technical discussions when appropriate.
• Learn how Customer Success and Technical Support teams collaborate.
• Help identify when a merchant's technical issue may affect onboarding or platform adoption.
• Assist with documenting customer-impacting technical problems.
• Share relevant information with Customer Success Managers through approved channels.
• Learn how technical support contributes to customer satisfaction and retention.
• Become familiar with common e-commerce platform concepts.
• Learn how online storefronts, checkout processes, and merchant configurations work.
• Develop an understanding of how entrepreneurs use Bask Health's software.
• Gain exposure to the challenges businesses face when configuring and operating web-based platforms.
• Assist with organizing recurring technical questions from merchants.
• Help identify patterns in reported issues.
• Contribute to internal discussions about improving troubleshooting procedures.
• Learn how technical teams identify potentially widespread platform problems.
• Follow established incident reporting procedures when appropriate.
• Avoid independently declaring incidents or communicating unapproved incident information.
• Participate in training on platform features and technical tools.
• Ask questions when encountering unfamiliar technical concepts.
• Take notes and document what you learn.
• Receive feedback from experienced engineers and apply it to future assignments.
• Gradually develop stronger technical investigation skills.
• Practice approaching software problems systematically.
• Learn how to gather evidence before making assumptions about the cause of an issue.
• Develop confidence using technical documentation and diagnostic tools.
• Maintain accurate records of assigned work and completed tasks.
• Communicate proactively when an assignment requires clarification.
• Manage multiple small technical projects while maintaining attention to detail.
• Work with a remote team using approved communication and collaboration tools.
• Follow privacy, security, and access control requirements.
• Access only the systems and information necessary and authorized for assigned responsibilities.
• Avoid using unapproved tools or sharing sensitive information outside designated systems.
• Recognize when customer questions involve clinical, pharmacy, or compliance matters.
• Direct those questions to the appropriate licensed or authorized teams.
• Never provide medical advice, make clinical decisions, or independently approve regulated activities.
• Understand the importance of maintaining professional boundaries when supporting healthcare-related software.
• Contribute to a team environment that values curiosity, accountability, technical accuracy, and continuous learning.
• Be encouraged to take initiative within assigned responsibilities.
• Learn how to communicate effectively with technical and non-technical colleagues.
• Develop practical experience with web applications, APIs, troubleshooting tools, and issue-tracking systems.
• Gain exposure to how technical support and software engineering teams collaborate.
• Learn how technical investigations can lead to better documentation, improved software behavior, and more reliable customer experiences.
• Build skills that can support a future career in Technical Support Engineering, Customer Engineering, Software Engineering, or related technical roles.
• Contribute to meaningful technical support work while receiving guidance from experienced team members.

Qualifications

• Current student, recent graduate, or early-career candidate interested in technical support, software engineering, or related technical fields.
• Foundational understanding of web applications or general software concepts.
• Strong interest in learning technical troubleshooting and problem-solving.
• Ability to follow technical instructions and document findings accurately.
• Comfortable learning new software platforms and diagnostic tools.
• Basic familiarity with computers, web browsers, and online applications.
• Strong attention to detail and organizational skills.
• Ability to describe technical problems clearly.
• Strong written and verbal communication skills.
• Willingness to ask questions when technical concepts are unfamiliar.
• Ability to approach problems systematically and investigate possible causes.
• Comfortable reading technical documentation.
• Willingness to learn about APIs, integrations, and web technologies.
• Ability to maintain accurate notes, issue descriptions, and follow-up tasks.
• Comfortable working with spreadsheets, online collaboration tools, and internal systems.
• Ability to manage assigned tasks and meet agreed deadlines.
• Willingness to follow established technical support procedures.
• Ability to recognize when an issue requires escalation.
• Strong sense of accountability for assigned work.
• Comfortable receiving feedback and applying it to improve performance.
• Ability to work independently while collaborating with a remote team.
• Understanding of the importance of privacy, security, and appropriate system access.
• Interest in SaaS platforms and customer-facing technical roles.
• Availability to collaborate during agreed U.S. Eastern Time internship hours.
• Strong curiosity, initiative, and willingness to develop technical skills.

Nice to Have

• Currently pursuing or recently completed a degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Completion of a coding bootcamp or relevant technical training program.
• Experience working on personal software projects or technical coursework.
• Familiarity with HTML, CSS, or JavaScript.
• Basic understanding of HTTP requests and responses.
• Familiarity with REST APIs and JSON.
• Experience using browser developer tools.
• Experience using Postman, Insomnia, or similar API testing tools.
• Familiarity with Git or GitHub.
• Basic SQL knowledge.
• Experience testing web applications or documenting software bugs.
• Familiarity with Jira, Linear, Zendesk, Intercom, or similar tools.
• Experience writing simple scripts or debugging code.
• Familiarity with Shopify, BigCommerce, or other e-commerce platforms.
• Experience using or supporting SaaS applications.
• Familiarity with online storefronts and checkout workflows.
• Experience creating technical documentation or troubleshooting guides.
• Previous internship experience in IT, technical support, or software development.
• Interest in healthcare technology or telehealth software.
• Experience collaborating on technical projects with other students or developers.