Software Technical Support Engineer

Apply for this job



The backbone of the healthcare system is communication — between patients and their doctors, among healthcare teams, and even between practices and third-party providers like pharmacies, labs, and insurance companies. 

But healthcare communication today is broken. It’s disconnected, siloed, antiquated, and highly inefficient… we’re trying to fix that.

Klara’s mission is to transform communication in healthcare, so every patient can receive great care. 

We believe that the future of healthcare will be amazing. It will be patient-centric and truly connected — so medical teams can work together easily, information can be shared between people and systems seamlessly, and patients can always get the high-quality care that everyone deserves.

Our mission is big, and our team is still growing. And that’s where you come in.

Having recently joined the ModMed family, we are well funded and growing quickly, with plenty of interesting challenges to tackle and foundations to build. It’s an entrepreneurial environment filled with opportunities for personal growth, where there is no shortage of projects to own or game-changing ideas to suggest. We are autonomous, data-driven, humble, and transparent. We have a healthy irreverence for the status quo and a relentless passion for making our users’ lives better. And we believe the power of a talented team can accomplish anything — even revolutionizing healthcare.

About the Role:

We are hiring a Technical Support Engineer to collaborate with our Customers, our Application Users, and our Klara colleagues, in order to provide our customers exceptional service. This role embodies Klara’s core values: “Our users always come first,” “We’re driven to improve people’s lives,” and “We’re in this together.” In this pivotal role you will utilize your technical and analytical skills to determine the root causes to complex application issues, and provide timely solutions to our users. Additionally, by providing critical feedback to our Product and Engineering teams, you will play a critical role in ensuring the quality and reliability of the Klara platform.

Responsibilities:

• Provide Technical Support for the Klara platform and mission-critical functionalities
• Own and solve customer technical issues, using troubleshooting and analytical skills, as well as cross team collaborations
• Meet department SLA requirements, keep stakeholders updated, and clearly document customer issue progress and outcomes
• Serve as the primary escalation point for Level1 Customer Support 
• Create and deliver training and documentation for peers on key technical topics, and service approaches for attaining yet greater customer satisfaction
• Assist the Product and Engineering teams in prioritizing the product fixes and enhancements, appropriately representing the customers interests and urgency
• Serve as the point of contact to third party vendors for those customer application issues requiring third party software suppor

Requirements:

• Bachelor’s degree or equivalent experience
• 3+ years of experience working in Technical Support
• Excellent oral and written communication skills. Explains technical situations to expert, managerial, or lay audiences effectively
• Strong interpersonal skills, having patience and poise under pressure
• Strong analytical and troubleshooting skills
• Team player who enjoys collaborating to determine solutions, but is also comfortable working autonomously
• Extensive experience troubleshooting issues through application log analysis
• Experienced troubleshooting integration API’s 
• Able to read Ruby, JavaScript, Python, or similar interpreted language code
• Object oriented programing knowledge a plus, but not required
• Experience with database technologies and SQL, (preferably Postgres, and Redis)
• Experience with Elasticsearch, a plus, but not required

#LI-LM1

#LI-REMOTE

We Offer:

• Extensive career and growth opportunities in a fast-growing technology and health care area
• The opportunity to work cross-functionally and closely with senior leadership, not only in the Berlin office but also with New York
• The ability to tap into our investor network (i.e. FirstMark / Google gradient / Project A) to consult with and learn from industry pioneers
• Competitive compensation package
• Amazing culture
• Personal education budget
• Monthly budget for team events (team building, lunches, happy hours...)
• Generous vacation policy
• Top-of-the-line Macbook with powerful specs
• Remote work opportunities