Support Engineer

Support Engineer  

This role may be performed from any US jurisdiction in which Axuall is registered to do business. Candidates residing in Mountain or Pacific Time Zone will be considered. Certain localities may impose additional employment requirements that will be addressed during the hiring process. While this role is remote-first, we require employees to attend an in-person orientation at our headquarters in Cleveland, Ohio. There may also be occasional instances where travel to our HQ is needed. Please note that we are currently unable to sponsor visas. 

About Axuall

Built with leading healthcare systems, Axuall is a workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth, and health plans to dramatically reduce onboarding and enrollment time while also providing unique, powerful data insights for network planning, analytics, and reporting. Its network streamlines the secure sharing of digitally verified credentials between clinicians, authorized verifiers, and organizations that require this information quickly and continuously to meet patient demand, ensure clinical coverage, and maximize revenue capture.
In 2023, Axuall closed its series B round of financing, bringing its total capital raised to more than $41 million. Axuall's investors and the organizations they represent comprise over two dozen of the nation's leading healthcare organizations that recognize the imperative to improve clinical workforce efficiency amidst significant economic and staffing challenges. 

About the Role

In this role you will serve as a Tier 2 support professional ensuring that technical requests escalated via the support system are triaged and handled quickly and accurately.  Working within a highly matrixed and collaborative environment you will troubleshoot technical issues.  This is a mid to senior level position serving as an individual contributor.  

What You’ll Do

• Apply your technical knowledge to the triage, escalation and resolution of technical requests from clients and internal team mates 
• Respond promptly to requests, quickly assessing root cause, potential workarounds, and options for resolution 
• Readily available for live coverage as needed (Axuall supports Clinicians 8AM - 8PM EST)
• Foster collaboration and impeccable communication among product management, engineering and support teams 
• Coordinate / follow up on internal requests and work in progress
• Create and improve established and ad-hoc workflow for the triage and escalation of support tickets  
• Assess and develop internal tooling to provide visibility to underlying issues leading to support requests
• Apply good practice in software testing to the identification and resolution of issues
• Contribute to the growth of the team by bringing your best ideas for improvement and collaboration 

What You’ll Bring

Candidates must demonstrate experience, results, and references in the following areas: 

• Experience with PostgreSQL or other relational databases.
• Experience running scripts (Python, Bash) 
• Familiarity with RPA automation, SFTP, Systemd, and Ubuntu.
• Familiar with logging and monitoring systems like Pagerduty and Sentry
• Understanding of queue-based infrastructure including Celery
• 3-5 years experience troubleshooting and resolving tier 1 and tier 2 issues 
• 3-5 years experience troubleshooting and resolving issues with APIs 
• Exposure to healthcare organizations and clinicians
• Familiarity with provider credentialing a bonus
• Located in Mountain or Pacific Time Zone, or willing to work mid-shift (12-8pm) if in EST 

What You'll Get From Us

We offer a wide range of benefits for our team including:

• Comprehensive Health Insurance
• 401(k) with Employer Match
• Wellness Stipend
• Professional Development Reimbursement
• Work From Home Stipend
• Remote Work Flexibility
• Unlimited PTO
• Paid parental leave

Axuall is committed to fostering a diverse, equitable, and inclusive workplace that reflects the communities we serve and empowers every employee to reach their full potential. We encourage DEI through our Diversity in Tech (DiT) Employee Resource Group along with impactful programming that supports and fosters a place of belonging for our team members every day.

Equal Employment Opportunity & Pay Equity Commitment

Axuall is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic. Axuall maintains pay-equity practices that prohibit reliance on salary history and require that compensation decisions be supported by legitimate, job-related factors.

Interview Path

1. Talent Acquisition
2. Hiring Manager
3. Technical
4. CPO
5. References
6. Hiring Decision

Know Your Rights

• The Family and Medical Leave Act (FMLA)
• Workplace Discrimination and Harassment (Formally EEO)
• Employee Polygraph Protection Act (EPPA)
• *Posters are available upon request and will be provided electronically to all applicants at or before a first interview, consistent with applicable regulations.