Technical Support Engineer at SimplePractice

| Santa Monica
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SimplePractice is the future of practice management. We’re at the forefront of making it simple for clinicians to run and grow their practices. We’ve built the highest-rated practice management software and we’re on track to become the most-used product in our industry.


Our team is looking for a Technical Support Engineer who is patient, empathetic, and highly communicative. We are looking for the great problem-solvers that have a positive attitude and can anticipate the needs of our growing customer base. This role is a blend of support specialist and technical resource and will act as the technical liaison between our Engineering and Customer Success teams.

This role is an incredible opportunity for an aspiring software engineer looking to gain exposure to a world class engineering team. You’ll be interfacing with our engineering team on a daily basis while picking up valuable knowledge about back-end and front-end technologies. For the right candidate this role can grow into a full-fledged software engineering role on our team.

About You
  • You are a passionate, talented engineer, willing to push the limits of existing technology and create the best possible user experience
  • Work on the front-end and backend to develop new features from start to finish,
  • You are delighted by good design and bring that taste to your front-end work
  • You love building products that help thousands of customers in their day to day life
     
What You'll Do Day-to-Day
  • Identify the root cause of issues
  • Troubleshoot and fix minor issues for SimplePractice customers
  • Quantify scope and severity for issues
  • Communicate symptoms of issues
Key Responsibilities
  • Willingness to become familiar with our front and back-end application code as well as our data model
  • Developing an understanding of a SimplePractice customer’s journey, the potential issues they can run into, and any necessary fixes / workarounds provided in the past.
  • Being an engineering resource for Customer Success by being embedded in a cross-functional squad
  • Taking ownership of issues and ensuring following through until issue resolution
  • Working with various cross-functional squads at SimplePractice regarding new products and feature improvements for reliability, availability, and serviceability
  • Contributing to technical documentation (such as Guru) for internal and/or external use
Our Ideal Candidate
  • 1-2 years experience in a technical customer support role or software development experience
  • Experience with interpreted languages (such as Ruby, Python, Javascript) and MySQL (or similar relational databases)
  • Strong communication and collaboration skills, along with the ability to give and receive constructive feedback
  • Excellent documentation skills
  • Basic understanding or willingness to learn technical concepts and development process
  • Strong problem-solving skills, applicable to large and complex system scenarios
  • Customer management and customer service skills.
About SimplePractice 

We build software that helps health & wellness professionals run their private practice. We’ve helped thousands of professionals by offering intuitive, user-centric software that’s totally focused on running a business and helping patients. That’s all our customers care about so that’s all we care about. We know this because we value relationships and constantly speaking with customers is the only way to deliver a great product. 

Let’s talk- it’s in our DNA!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • KotlinLanguages
    • EmberLanguages
    • ReactJSLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • HotjarAnalytics
    • PeriscopeAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • Pivotal TrackerManagement
    • WordpressCMS
    • BaseCRM
    • MailChimpEmail
    • SendGridEmail
    • 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

Training Manager

What are some things you learned at the company?

I've learned that the projects that are meaningful to me most are the ones that seem small in scope and design effort, but truly add a lot of value to our customers daily lives. To be able to see the tangible effects these project have for the customer is extremely rewarding.

Jeff Doan

Director of Growth Design

What projects are you most excited about?

I have the opportunity to execute special projects focused around our partnerships. 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

Partnerships Manager

What are SimplePractice Perks + Benefits

SimplePractice Benefits Overview

We take care of the people who take care of our customers.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Promote from within
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