Senior Support Engineer

Responsibilities:

• Monitor incoming escalated support requests and bugs
• Perform triage on serious incoming issues and escalate to trigger incident response from engineering
• Use fault isolation and root cause analysis skills in conjunction with either 3rd party tools such as Datadog, AWS services, Sentry, etc or Regard’s internal support tooling in order to solve complex technical issues
• Organize external calls with customer IT or EMR/EHR system tech support in order to troubleshoot and diagnose issues involving 3rd parties
• Promote a positive customer experience by working with Customer Success, Provider Success, Product, Engineering, and our customers
• Provide operational support within structured hours with possible expansion to as needed 24x7 on-call responsibilities as the company grows
• Identify patterns in product needs and short comings and that inform the product roadmap
• Promote new ideas and projects that would enhance the ability to support the Regard platform
• Partner with CSM or PSM (Provider Success) team to build troubleshooting processes and technical documentation supporting client clinical and technical teams

Qualifications:

• 4+ years of experience supporting software
• 2+ years in a higher tier support role solving complicated technical issues
• Database proficiency, with the skills to write SQL to diagnose issues
• Demonstrated technical background with the ability to learn and use technical tools either made by 3rd parties (Datadog, Jira, Epic, Cerner, Sentry, AWS, etc) or made internally by Regard
• Understanding of APIs and other technical concepts
• Ability to work within structured hours (e.g. 9-6pm on business days) to support services escalation SLAs
• Strong customer-facing communication skills and ability to represent Regard professionally in debugging issues with customer IT teams and in supporting technical tasks in integrating Regard into customer environments

Preferred Qualifications:

• Base level proficiency understanding and writing code
• Experience working on a mature enterprise SaaS technology product
• Experience working with health technology, patient health data and large health systems
• Ability to operate in a dynamic startup environment

Hybrid Work | Location | Work Authorization

• For this role, Regard is currently only considering candidates who are authorized to work in the US without visa sponsorship, and are within the New York City metro area
• We expect our Engineers to be in the office 1-2 days per week. We may request more frequent in-office work during the onboarding period
• We will provide relocation assistance to anyone who does not already reside in the NYC metro area
• We prefer hiring people within commuting distance of our NYC office because we value getting together in person regularly
• For those who enjoy working from our Manhattan office on a more regular basis, we offer catered lunches and other fun perks
• Additionally, hybrid employees have the flexibility to work from locations outside of their home office from up to 6 weeks per year

Comp | Perks | Benefits

• Eligible for equity
• 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription
• 18 PTO days/yr + 1 week holiday break
• Annual $750 learning & development stipend
• Company-sponsored team retreat + social events
• A sabbatical program