Senior Technical Support Associate

Nursa is a healthcare platform that directly addresses the severe staffing challenges confronting the U.S. healthcare system by connecting qualified registered nurses (RNs), licensed practical nurses (LPNs), and certified nursing assistants (CNAs) seeking flexible work with facilities in need of help. Founded in 2019, we are a rapidly expanding venture backed startup whose mission is to put a nurse at the bedside of every patient in need. With your help, we will be able to enrich the lives of nurses and be a valued partner in delivering effective, compassionate patient care in every market we serve.

Role overview: 

We’re seeking a Senior Technical Support Engineer to help us manage customer support escalations and application troubleshooting for our nursing staffing marketplace. This role will require an ability to handle multiple investigations in parallel, communicate in English with our support, operations and engineering teams, and resolve tickets using your technical knowledge of our systems. You should be familiar with managing both JIRA and Salesforce cases, writing and running Python scripts, interacting with REST APIs and declaring incidents when necessary in PagerDuty.

Responsibilities:

• Resolving requests raised in Salesforce Service Cloud and JIRA

• Troubleshooting issues found in the application, triaging and escalating to the correct engineering teams to resolve in JIRA

• Declaring major incidents raised by issues in PagerDuty

• Writing and running python scripts to automate business processes

• Coordinating with our L1 Support team and other internal stakeholders during and after your investigation

Qualifications: 

• 3+ years of experience as an Technical Support Associate

• Must be able to work Saturday through Wednesday, 10 am - 6 pm MST

• Strong written and verbal communication skills in English

• Ability to be self-driven and work autonomously

• Able to handle multiple tasks in parallel, using critical thinking to solve problems

• Strong knowledge of SQL (PostgreSQL preferred)

• Knowledge of Python or other programming language

• Demonstrated experience using REST APIs with JSON, as well as knowledge of common authentication mechanisms like OAuth and API keys

• Experience with Jira Service Desk and Salesforce Service Cloud

What you get in return:

• Opportunity to revolutionize the healthcare industry and build both relationships and teams that make a tangible impact 

• We empower team members to act intelligently and be owners, believing that execution is everything, and have designed a learning-focused environment where you get ongoing support and regular feedback to help you grow

• An opportunity to join an international team with a work culture that is based on trust, flexibility, and curiosity

• Competitive salary

  • $2,000-$2,500/month salary

Closing:

Nursa is an equal opportunity employer. We aim to build a workforce of individuals from different backgrounds, with different abilities, identities, and mindsets. Even if you do not meet all of the qualifications listed above, we encourage you to apply!