Senior Customer Support Engineer

OUR MISSION 

Nomi Health was founded in 2019 as a direct healthcare company with a simple yet bold mission: rebuild the healthcare system so it is accessible and affordable for everyone. We are rebuilding the healthcare system by cutting costs, confusion, and complexity through direct contracts and payment with providers, deep data dives, and convenient patient care. 

OUR CONTRIBUTION 

Artemis by Nomi Health empowers employers and their advisors to identify opportunities to reduce spend, improve quality, and drive outcomes for members. The Artemis Platform is powered by our innovative data engine and built for rich insights, extreme flexibility, and ease of use – so you’re spending less time getting to the right healthcare decisions, and more time acting on them.    

WHO YOU ARE 

Artemis Health is looking for a Level 3 (L3) Support Engineer to help provide aworld-class technical support experience. As a natural leader and mentor, you will work with the support team to help provide resolution to our customers’ technical issues. You’llhave the ability to think critically while under pressure, which allows you to prioritize and resolve issues efficiently and effectively. 

Having a commitment to continuous learning and improvement with your excellent communication skills you will help guide the team to convey complex technical information to both technical and nontechnical stakeholders. You enjoy sharing your expertise with your team to drive collective success. You excel at identifying areas of improvement through process and policy creation.You have a desire to move toward a team lead role and will demonstrate your potential to guide and develop a high performing support team.  

• Work directly with customers and fellow employees through tickets submitted via web portal, email and chat applications 
• Join customer calls for continued troubleshooting and resolution of ongoing and escalated issues 
• Take ownership of escalated issues from customers, junior support engineers and/or other cross functional teams to see problems through to resolution 
• Assist in the support of escalatedissues as well as ongoing support for high priority customers 
• Provide training and mentoring to junior support engineers.  
• Work with management to assist in queue workflow, issue prioritization and case reviews 
• Assist in identifying areas of improvement to aid in writing/improving the support teamsprocesses and policies  
• Create clear, comprehensive documentation and knowledge base articles. 
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system, data and product issues 
• Monitor applications for both performance and functionality issues to provide proactive resolution prior to customer’s experiencing the issue   
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams with detailed information and bug replication steps 
• Serve as the liaison between product and customer analytics for all tickets submitted 
• Validate bug fixes and product releases before they go out to clients 
• Communicate regular update status to customer-facing teams, leadership and reporting customers 
• Assist in the ideation and creation of technical support troubleshooting tools 

• 5+ years technical support experience 
• Bachelor’s degree or relevent work experience 
• Highly detail-oriented and ability to stay organized 
• Ability to communicate clearly and concisely plus a love for clients! 
• Excellent organizational skills demonstrated by managing multiple priorities/projects/tickets 
• Experience in team coordination, project management, and strategic planning is a plus 
• Excellent written and verbal communication skills by activities performed in current or previous positions 
• Experience managing critical incidents and coordinating response efforts to resolve high-impact issues 
• Experience in developing and implementing policies and procedures that enhance support operations 
• Ability to create clear, comprehensive technical documentation and knowledge base articles 
• Experience in training and mentoring junior support engineers 
• Demonstrate the ability to work effectively with cross-functional teams including development, data operations and product management 
• Ability to lead initiatives to drive operational improvements and service enhancements 
• Willingness to pitch in where needed, including directly supporting customers 
• Salesforce and Jira experience desired 
• SaaS experience a plus 
• SFTP, SQL, Python and Java Programming experience a plus