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CareMonitor

Support Engineer

null, null, IN
FULL TIME

Company: CareMonitor

Category: Computer and Mathematical Occupations

Published on 2022-05-04 11:45

CareMonitor is building a next-generation Health informatics software platform that improves the quality of health care. The platform is being developed and maintained by some of the most talented software developers across the globe along with our strong product research team in Australia. As part of this, we’re growing the team, and we’re looking for another smart & passionate support engineer to come on board.

The CareMonitor Support Team provides technical support to Enterprise SaaS corporate (Health Professionals) and their customers (Patients).

Customer Support at CareMonitor is an integral part of our core services - those who occupy this role are embedded within the Engineering department and truly operate in an environment where Support and Engineering meet.


To know more about us visit, https://caremonitor.com.au


Key Responsibilities


  • Interaction with customers daily as they encounter the difficult edge cases of using the CareMonitor SaaS platform.
  • Interaction with the Product team to ensure steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix the issue.
  • Provide feedback to improve our documentation, help build out more efficient support processes in our issue tracker, and dive into the cutting edge technologies that will define how we will do work tomorrow.


We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.



Requirements

  • Natural communicator and delight in using those skills to help others.
  • Exploring new technologies and figuring things out the hard way.
  • 2+ years of experience in an application support or other service-oriented customer-facing role.
  • Within the last 5 years, at least 2 years’ experience with one company
  • Experience in writing support content.
  • Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution.
  • Experience on being on-call and the ability to handle complex situations, analyse and communicate clearly to stakeholders.
  • Comfortable in using support platforms such as Zendesk and Intercom.
  • Able to communicate complex technical topics to customers and coworkers of varying technical skill levels.
  • Experience with some of the following: NodeJS, Postgres, Git, CI/CD, AWS, Uptime monitoring.
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