Support Engineer

Location: United States - Remote

Department: Tim Freeman

Location Type: REMOTE

Employment Type: FULL_TIME

About the Job

What Youll Get To Do

• Serve as the first and second line of technical support, fielding and triaging incoming issues from internal and external customers
• Investigate reported issues by querying and reviewing data in SQL to identify root cause before escalation
• Read and follow code processes across C#, JavaScript, and TypeScript codebases to narrow down defects
• Escalate unresolved or complex issues to Tier 3 engineers with clear reproduction steps, logs, and supporting data
• Communicate status updates, resolutions, and workarounds to internal teams and customers, adjusting tone and depth to the audience
• Document recurring issues, known errors, and resolutions in the knowledge base to reduce repeat tickets
• Leverage AI tools (e.g., Claude, ChatGPT, Gemini) to accelerate log analysis, query drafting, documentation, and issue summarization
• Monitor integration and system health (e.g., HL7/Mirth-based EHR integrations) and flag anomalies proactively

Qualifications & Requirements

Required Experience

• Proficiency writing and interpreting SQL queries for troubleshooting and data validation
• Ability to read and follow code logic in C#, JavaScript, and TypeScript to support root-cause analysis (writing new code not required)
• Strong written and verbal communication skills, with the ability to translate technical detail for non-technical audiences
• Demonstrated experience supporting both internal teams and external customers in a professional support capacity
• Hands-on experience using AI tools such as Claude, ChatGPT, or Gemini for daily technical work
• Strong organizational skills with the ability to manage multiple concurrent support cases

Preferred Qualifications

• Advanced experience with Microsoft Azure cloud services
• Prior software development experience, even at a junior level, in any modern language or framework
• Familiarity with healthcare data standards and EHR integration platforms (e.g., HL7, Mirth)
• Experience working within a healthcare technology or SaaS environment

Why This Role

• Direct line of visibility into both engineering and product priorities, partnering with the Director of Software Engineering and Product Manager to shape roadmap decisions from real support trends
• Opportunity to work hands-on with modern AI tools as a core part of the role, rather than as an afterthought
• Likely appeal: exposure to healthcare data and EHR integration technology, a specialized and growing niche within the broader software support field

About Tim Freeman