Support Engineer

About Hazel Health

Hazel Health, the national leader in school-based telehealth, was founded in 2015 to address systemic inequities in healthcare access, and to ensure that all children and adolescents can get the quality care they need and deserve. We leverage digital health technology to provide physical and mental health care services to nearly 2 million students in school districts across the United States.

Telehealth is now more relevant in the lives of children than ever before. Hazel is experiencing tremendous company growth as we respond to our nation’s call for equitable, affordable, and safe virtual access to healthcare.

We are a mission-driven team of healthcare and business leaders, educators, and tech innovators, bringing together our unique skills in a meaningful way to do good in the world. Please consider joining us to share your talents with a growing and diverse organization, working to make healthcare available to all students.

• Location: Remote, East Coast Time Zone (8am start)

About this role:

We believe our technology should be a transparent means to connect healthcare professionals and students, and the Support Engineer is a key individual in keeping that connection humming.

As a Support Engineer, your day to day will involve:

• Becoming a product expert, monitoring ticketing systems, and investigating and troubleshooting product and technical issues.
• Creating and maintaining knowledge base resources and helping define and enhance product support procedures.
• Advocating for product changes to improve the quality and usability of core applications and services.
• Participating cross functionally with various teams and departments at Hazel.

This role is perfect for you if:

• Are not afraid to pitch in to help on just about anything within our technical product.
• Enjoy learning new skills and out of the box problem solving.
• You enjoy working with partners across the organization, as well as within your own team to solve problems.
• You are a great communicator who enjoys organizing a team around discovering and delivering solutions.
• You are curious and independently minded with a proven ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment.
• You are very process oriented, and willing to create and enforce procedures that make Hazel a more efficient and productive organization.

• You have a high attention to detail and are extremely well organized with a tendency towards documentation.

Your background:

• 2+ years of experience supporting enterprise or B2C native applications and web applications.
• 2+ years of experience in a role that requires cross-functional communication between the engineering team and any non-technical members of a company.

• Experience with common bug tracking and support ticketing systems.

Bonus points if you have:

• Experience testing direct multi-platform applications (mobile, web). Background in QA is a plus.
• Experience reading through server logs and investigating bugs.
• Experience with SQL, Python, Java, or similar programming languages.
• Built out and maintained a knowledge base.

Hazel’s Core Values:

• Exceptional Partnership: We seek to understand, align, and then work to exceed the highest expectations of those we serve.

• Always Accountable: We set high standards for ourselves and each other and deliver. We do what we say we are going to do.

• Make it Happen: Every teammate has the power and responsibility to make our company better. We are collectively imagining and building the product and company of our dreams.

• One Team: Our success is driven by building relationships and collaborating across teams, geographies and functions. Bringing in diverse perspectives and understanding everyone’s personal story drives to transformative solutions.

• Never Stop Innovating: We are bold. Our goal is to make transformational change. Sometimes we will fail, and we use it to learn and drive forward.

• Drive Impact: Everything comes down to the impact Hazel makes on people - our families and students, our teammates, our partners, our neighbors, ourselves.

Our Benefits:

This is an exciting position in a fast-paced organization. We offer:

• A highly competitive salary
• Flexible work hours and the option to work remotely
• Generous, high-quality medical, dental and vision coverage on day one of employment
• 401K with a 100% employer match for contributions up to 4% of salary
• Unlimited PTO
• Flexible Spending Account (FSA)
• Employer-paid short-term and long-term disability and employer-sponsored life insurance
• Home office setup including a Macbook, iPad (depending on role), and internet and phone reimbursement for remote positions
• A positive, supportive, and passionate team

Our Stance On Diversity:

At Hazel, we don’t just accept differences—we thrive on them. We recognize that having diverse perspectives and backgrounds among our teammates makes our company, our solutions, and our service to families and schools stronger. We are committed to making Hazel an inclusive work environment and helping all staff grow professionally.

Hazel is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, national origin, sex, gender identity, sexual orientation, age, marital status, disability status, or Veteran status.

All offers of employment are conditioned on a candidate’s consent to a background check and our satisfaction with the results. Qualified candidates with arrest and conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.