Technical Support Engineer

| Greater LA Area
About the Job
SimplePractice is the future of practice management. We’re at the forefront of making it simple for clinicians to run and grow their practices and growing quickly. We’ve built the highest-rated practice management software and we’re on track to become the market leader.
We are looking for a technical support engineer who has a strong problem solving capabilities.
Under the supervision of the Technical Support Lead you will be responsible for maintaining infrastructure components, improving internal automation tools and help identify and resolve customer reported issues.
What you'll do day-to-day
  • You will spend about 50% of your time working with our engineering, customer success and product teams to identify and solve problems.
  • You will spend the other half of your time doing IT-related work such as provisioning and maintaining internal systems as well as work on building tools for the automation of routine tasks
  • Engineer, implement and monitor security measures for the protection of computer systems, networks and information
  • Educate customer success team on routine problems, to allow them to resolve things directly
  • Work with the support team to identify patterns in support emails and keep an eye out for bugs or problems with the software.
  • Take ownership of routine problems with intuitive problem-solving skills, and escalate issues and high-risk problems to our developers/engineers.
  • Use exploratory testing to find bugs in software.
The ideal candidate
  • Bachelor's degree in Computer Science (or equivalent) or higher degree
  • Tech savvy and comfortable with web apps - Slack, Messenger, Zendesk, Google Docs, and the like help run our business. You should be able to use them with ease and be sharp enough to troubleshoot any issues you have.
  • Ability to analyze and resolve complex infrastructure resource and application deployment issues
  • Experience in technical quality assurance.
  • Record and document results and compare to expected results.
  • Working knowledge of Javascript and Ruby on Rails.
  • Define test objectives for new features and write test cases/scripts based on external and internal design specifications.
  • Great documentation skills
  • Problem solving skills and ability to work under pressure
  • Passion, drive, energy, a sense of humor and a great attitude!
Bonus Points
  • Experience with automated testing tools.
  • Develop and document application test plans based on software requirements and technical specifications.
  • Experience in managing Mac laptops
Technology Stack and Tools you will be working with
  • Ruby on Rails
  • EmberJS/ReactJS
  • Nginx
  • MySQL
  • Redis
  • Kibana
  • Chef
  • Apple Configuration Manager
  • JumpCloud
  • Duo
Mission
Use excellent product and solid technical knowledge to analyze escalated tickets and work with the engineering team on solutions.
To assist in the management of the company’s network and desktop infrastructure which includes our hosted facilities and remote users.
Understand the PCI & HIPAA requirements and good security practices and apply them on daily basis.
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ReactJSLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • AmplitudeAnalytics
    • HotjarAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • Pivotal TrackerManagement
    • WordpressCMS
    • BaseCRM
    • MailChimpEmail
    • OutboundEmail

Location

Walking distance to great restaurants, coffee shops, and shopping centers. Plus, abundant parking and close to the Metro Expo.

An Insider's view of SimplePractice

What’s the vibe like in the office?

Everyone is really kind and hard-working in a way that pushes you to do your best. We always strive to have clear communication so that politics and games don't factor into daily work. It really does feel like we're on the same team, working towards common goals. I go home every night proud of what I've accomplished.

Emily

Lead Visual Designer

How do you collaborate with other teams in the company?

Although not always possible, I'm old school and try to have in person interactions with other team members whenever I can. Developing an understanding of what other department goals are has also helped me build relationships with others as a way to see we are all supporting one common company mission.

Cate

Customer and Team Onboarding Lead

What are some things you learned at the company?

At SimplePractice, I’ve really learned how to take full ownership of my work. I get feedback from other colleagues, but I’m solely responsible for the vision and execution of web design. Having this level of control has made me a lot more confident.

Joe

Web Designer

What projects are you most excited about?

I have the opportunity to execute projects for the strategic initiatives and marketing departments. These projects include creating marketing campaigns to highlight product features and initiatives, establishing and maintaining partnerships, launching new channels of communication, and so much more!

Deepa

Senior Associate, Strategic Initiatives & Partnerships

What are SimplePractice Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
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