Client Success Engineer III (Advanced Support)

About mPulse:  mPulse is the leader in conversational AI and member engagement for healthcare. We partner with the nation's most innovative health plans — Medicare Advantage, Medicaid, and Commercial — to engage members in conversations that close care gaps, improve Stars ratings, and drive better health outcomes. Our platform reaches tens of millions of Americans and is built on the belief that better health starts with better conversations.

The Role:

Client Success Engineer III (Advanced Support) role brings senior-level technical depth to the team. In addition to owning complex  escalations and deep troubleshooting, these engineers drive continuous improvement in system  reliability, develop operational workflows and scripts, and mentor junior engineers. Their presence is critical to managing the increased complexity introduced by the North and East transition.

Location: Fully remote

Duties/Responsibilities: 

• Diagnose and solve technical problems reported by customers or internal teams.
• Communicate with customers via tickets, emails, and working session calls, guiding them through solutions and providing technical support.
• Perform deep technical troubleshooting to investigate the root cause of issues, document solutions, and create knowledge bases for future reference.
• Monitor systems for potential issues and proactively address them to prevent downtime
• Collaborate with engineering, product management, and customer success to identify solutions and implement improvements, escalate issues and track defect fix delivery
• Develop and maintain accurate and comprehensive documentation, knowledge base articles, and training materials.
• Provide On call support in rotation with rest of the team members
• Mentor junior engineers on the team.

Skills/Abilities/Experience:

• Strong knowledge of and working experience with cloud-native architectures, database solutions, distributed systems and advanced programming concepts
• Ability to collaborate with and drive initiatives with a cross-functional teams
• Proven expertise in designing and managing Product Support teams for HealthCare Technology Systems.
• Strong skills with advanced SQL and APIs
• Hands-on experience supporting high-traffic Health Care Web Sites and Systems.
• Strong communication abilities to create client-facing responses.
• Strong problem-solving skills with a focus on deep technical troubleshooting and continuous improvements in system reliability
• Ability to manage multiple open issues and prioritize effectively
• Proficiency in leveraging observability and monitoring tools for proactive system health management.
• Skilled in script development, escalation response, and operational workflows.
• Strong communication abilities to articulate complex technical concepts to diverse stakeholders.
• Demonstrated success implementing and optimizing Product Support Escalation and On Call Coverage

Minimum Qualifications:

• Bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience
• 6-8 years' experience in technical client Support, technical product support
• Hands-on experience with cloud platforms (AWS, Azure, or GCP)
• 4-6 years' Experience with any of these database technologies, such as SQL, Elasticsearch, Open Search, PostgreSQL or Kibana, mongoDB, Oracle , mySQL
• Experience with web development technologies including Java, Pearl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, K8S.
• Working experience with monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager, Grafana)
• Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce)
• Nice to have: Familiarity with healthcare IT systems or HIPAA compliance is a plus
• Nice to have: Familiarity with HL7/FHIR standards, TCP

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight.

Why mPulse? 🙌

🏡 Remote-First & Flexible PTO — work from wherever you're most productive
🏥 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance.
💰 401(k) + 4% Match — with financial advisors to help you plan
👶 6 Weeks Parental Leave
📈 Invest in You — 30-60-90 day plans and frequent training
🎉 Culture of Recognition — peer-to-peer bonuses & team celebrations

Equal Opportunity: mPulse is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at mPulse are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

*If you require any accommodations during the application, interview, or assessment process due to a disability or any other accessibility-related concern, please do not hesitate to reach out to our People Ops and Recruiting team at [email protected]