Posted on
Mar 3, 2025
Support Engineer, Supplier
Mid-Senior ICs
Job Description
Responsibilities
Technical Support & Issue Resolution
- Serve as the first level of technical escalation and expertise for Parachute Health’s Supplier Operational teams and customers.
- Troubleshoot and facilitate the resolution of issues, escalating to Tier 3 support (product engineering) when necessary.
- Develop and improve processes for efficient support triage and escalation.
- Utilize Datadog extensively and other monitoring and logging tools at your disposal for troubleshooting and debugging.
- Develop dashboards in Datadog
Subject Matter Expertise & Configuration Support
- Become the subject matter expert on Parachute Health’s configuration for supplier customers.
- Serve as the subject matter expert on proprietary Supplier API integrations for Operations.
- Serve as the subject matter expert for common supplier ERPs, such as Brightree and Bonafide.
Implementation & Process Improvement
- Support Operations in both existing and new supplier implementations via calls and emails.
- Identify inefficiencies in integration implementation and collaborate with internal implementation teams to enhance processes.
Documentation & Reporting
- Maintain proprietary external specifications and contribute to internal documentation.
- Provide data-driven reporting on issues to support prioritization and impact assessment.
Required Skills
Communication & Customer Interaction
- Strong verbal and written communication skills.
- Ability to liaise between technical and non-technical stakeholders.
- Effective and proactive in responding to issues and communicating resolution to users.
- Ability to translate user-reported issues into well-structured Jira tickets for engineering teams.
- Experience working with customers of varying technical proficiency.
Technical Support & Troubleshooting
- 2+ years of experience in technical customer support.
- Strong analytical and problem-solving abilities.
- Highly organized, capable of managing multiple issues concurrently and handling long-running requests.
- Ability to locate and interpret technical documentation.
Technical Expertise & Tools
- 2+ years experience (or equivalent certification) with application logging and monitoring tools (e.g. Datadog, Grafana).
- Solid understanding of web-based API integrations (REST, JSON, SOAP, CSV).
- Familiarity with API tools (e.g., Postman, Insomnia, Apigee, SoapUI).
Security & Compliance
- Strong security mindset, with a commitment to data safety and prompt reporting of security concerns.
Work Ethic & Independence
- Comfortable working in an ambiguous role with few in-house direct peers.
- Self-driven and able to operate independently with little guidance.
Nice-to-Have Skills
Security & Compliance
- Awareness of HIPAA, PCI, and security best practices related to patient health information, personally identifiable information (PII), and financial data.
Industry & Workflow Knowledge
- Experience with supply chain management workflows (e.g., Brightree).
- Experience creating workflow or sequence diagrams (e.g., Miro, Mermaid).
Technical Skills
- Ability to read and write code (any language).
- Familiarity with Ruby on Rails.
- Some experience with SQL.
- Understanding of Single Sign-On (SSO) fundamentals (SAML, JWT).
Salary:
Base: $80-100K
Responsibilities
Technical Support & Issue Resolution
- Serve as the first level of technical escalation and expertise for Parachute Health’s Supplier Operational teams and customers.
- Troubleshoot and facilitate the resolution of issues, escalating to Tier 3 support (product engineering) when necessary.
- Develop and improve processes for efficient support triage and escalation.
- Utilize Datadog extensively and other monitoring and logging tools at your disposal for troubleshooting and debugging.
- Develop dashboards in Datadog
Subject Matter Expertise & Configuration Support
- Become the subject matter expert on Parachute Health’s configuration for supplier customers.
- Serve as the subject matter expert on proprietary Supplier API integrations for Operations.
- Serve as the subject matter expert for common supplier ERPs, such as Brightree and Bonafide.
Implementation & Process Improvement
- Support Operations in both existing and new supplier implementations via calls and emails.
- Identify inefficiencies in integration implementation and collaborate with internal implementation teams to enhance processes.
Documentation & Reporting
- Maintain proprietary external specifications and contribute to internal documentation.
- Provide data-driven reporting on issues to support prioritization and impact assessment.
Required Skills
Communication & Customer Interaction
- Strong verbal and written communication skills.
- Ability to liaise between technical and non-technical stakeholders.
- Effective and proactive in responding to issues and communicating resolution to users.
- Ability to translate user-reported issues into well-structured Jira tickets for engineering teams.
- Experience working with customers of varying technical proficiency.
Technical Support & Troubleshooting
- 2+ years of experience in technical customer support.
- Strong analytical and problem-solving abilities.
- Highly organized, capable of managing multiple issues concurrently and handling long-running requests.
- Ability to locate and interpret technical documentation.
Technical Expertise & Tools
- 2+ years experience (or equivalent certification) with application logging and monitoring tools (e.g. Datadog, Grafana).
- Solid understanding of web-based API integrations (REST, JSON, SOAP, CSV).
- Familiarity with API tools (e.g., Postman, Insomnia, Apigee, SoapUI).
Security & Compliance
- Strong security mindset, with a commitment to data safety and prompt reporting of security concerns.
Work Ethic & Independence
- Comfortable working in an ambiguous role with few in-house direct peers.
- Self-driven and able to operate independently with little guidance.
Nice-to-Have Skills
Security & Compliance
- Awareness of HIPAA, PCI, and security best practices related to patient health information, personally identifiable information (PII), and financial data.
Industry & Workflow Knowledge
- Experience with supply chain management workflows (e.g., Brightree).
- Experience creating workflow or sequence diagrams (e.g., Miro, Mermaid).
Technical Skills
- Ability to read and write code (any language).
- Familiarity with Ruby on Rails.
- Some experience with SQL.
- Understanding of Single Sign-On (SSO) fundamentals (SAML, JWT).
Salary:
Base: $80-100K
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