Customer Support Engineer
Feeling stuck? Ready to run faster than your current company is moving? More than ready to blow out your career goals? Learn the ropes as part of our customer support team and then grow into Account Management, Project Management or Engineering. We have an awesome track record of WELL support alumni being prompted into other roles. Come grow with us!
ABOUT WELL HEALTH
Our Mission: Make healthcare the gold standard in customer service.
What We Deliver: WELL™ Health is a SaaS digital health leader in patient communications and the 2021 Best in KLAS winner in Patient Outreach. WELL Health’s intelligent communications hub is the only two-way digital health solution engaging patients throughout their entire care experience. WELL Health enables conversations between patients and their providers through secure, multilingual messaging in the patient’s preferred communications channel: texting, email, telephone, and live chat. By unifying and automating disjointed communications, WELL Health helps healthcare organizations drive more patient visits, build exceptional patient loyalty, and reduce staffing costs, frustration and turnover.
Our Impact: WELL Health helps 200k+ healthcare providers facilitate more than 1 billion messages for 30+ million patients annually.
Our award-winning culture: In 2021, WELL Health was named #10 on the Forbes list of America’s Best Startup Employers and was also recognized as one of the Best Midsize Companies to Work for in Los Angeles by Built In LA. Additionally, WELL Health is proud to recently be named #484 on the Inc. 5000 list of fastest growing private companies, and #133 on Deloitte’s 2021 Technology Fast 500. In 2020, WELL Health was named among the Best Places to Work by Modern Healthcare.
SUMMARY
Here at WELL Health we know that customers are the foundation of our business, and that it’s our responsibility not only to support them throughout their WELL Health journey, but to provide them with strategic guidance on how to make the most out of the WELL Health platform along the way. WELL Health’s Account Management department is responsible for delivering and delighting our customers.
A critical role on the Customer Support team is the Customer Support Engineer. We are looking for a talented Support Engineer to join our team. You are a positive, energetic, self-starter who thrives on diving deep to solve customer problems and providing world-class customer support. You would work directly under our Director of Customer Support, and work alongside a team of amazing Support Engineers.
This position will not only provide you the opportunity to get first-hand client-facing experience, but also prepare you for higher-level roles in areas such as engineering, business analytics, data science, and technical project management.
RESPONSIBILITIES
- Research, diagnose and resolve complex technical issues with the WELL Health platform
- Learn and leverage the knowledge of our internal business analytics and other troubleshooting tools to help identify customer problems
- Document, track, and work to resolve Tier 2 support items
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, account managers, and executives)
- Prioritize and manage several open issues at the same time while providing timely updates to customers and setting proper expectations
- Create and evolve customer support processes, tools, and technologies
- Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements
REQUIREMENTS
- Bachelor’s degree in a technical field preferred (e.g. data science, engineering, mathematics, business analytics, or statistics) or equivalent experience
- 2+ years in a similar technical or support role working with a SaaS product
- Demonstrate proactive approaches to problem-solving with strong decision-making capability
- Ability to provide step-by-step technical help, both written and verbal
- Build and maintain both internal and external relationships
- Strong attention to detail, highly organized, and a quick, curious learner
- Ability to multitask and manage multiple items simultaneously
- Demonstrated customer communication and advocacy skills
- Comfortable with getting on customer call/web conference/screen sharing to help diagnose and troubleshoot customer issues
- Participate in an on-call rotation
BONUS
- Ability to explain technical concepts to both a technical and non-technical audience
- Working knowledge of SQL, Javascript, or Chrome Dev Tools
- Familiarity with APIs (REST, WebSockets, etc.)
- Experience with at least 1 object-oriented programming language
- Troubleshooting experience (including debugging) and some development experience with web-based applications
- Familiarity with customer support software (eg. Salesforce Service Cloud, JIRA)
- Telecom experience
LOCATION
WELL Health is headquartered in Santa Barbara, CA. This role is remote-friendly anywhere in the United States. #LI-Remote
WORKING AT WELL
- Fantastic company culture – frequent Zoom company events (Lunch & Learns, trivia, yoga, etc.) and daily fun brought to you by many creative Slack channels.
- Employee equity groups – 11 groups available for all to join. Black & Latinx, Women, LGBTQ+, Disability, and many more!
- Learning and development – frequent events and tools available to help our employees #PursueGrowth.
- Career mobility – we promote from within and have opportunities for employees to transfer between teams.
- Santa Barbara office perks – dog-friendly office, healthy (and unhealthy) snacks, Kombucha and beer on tap, light-filled space, standing desks, and the occasional taco truck.
- Company perks and benefits – MacBook Pro provided, unlimited PTO, generous equity package and full health benefits (medical, dental, and vision).
Interested in learning more? Please visit our LinkedIn page or our Life at WELL Instagram (@wellhealthinc) to hear from our employees about working at WELL Health.
Committed to Diversity, Equity, and Inclusion
WELL Health is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at WELL Health are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status.
With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. WELL Health is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role!
We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. WELL Health is committed to providing employees with a work environment free of discrimination and harassment; WELL Health will not tolerate discrimination or harassment of any kind.
Candidates should be aware that WELL Health currently maintains a policy requiring all employees (Resident, Mobile and Remote) to be fully vaccinated. New employees should be fully vaccinated by their start date. WELL Health is an equal opportunity employer, and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.