Senior Support Engineer, Thoughtful AI
$120-160k
Salary applicable to California applicants only. + Employee Stock Options
AI operating system for healthcare RCM teams
Be an early applicant
AI operating system for healthcare RCM teams
21-100 employees
Be an early applicant
$120-160k
Salary applicable to California applicants only. + Employee Stock Options
21-100 employees
Company mission
Tto fix the U.S. healthcare system.
Role
Who you are
- 5+ years of enterprise technical support experience in complex, distributed systems environments
- Expert-level diagnostic skills including:
- System and application log analysis
- Performance troubleshooting and profiling
- Network diagnostics (packet analysis, latency troubleshooting)
- API and integration troubleshooting
- Proven track record of handling critical escalations and reducing resolution times
- Understanding of distributed systems, microservices architectures, and API integrations
- Excellent communication skills - ability to explain complex technical issues to both technical and non-technical audiences
- Familiarity with monitoring and observability tools (DataDog, New Relic, ELK stack, or similar)
- Working knowledge of scripting for automation (Python, Bash, or similar) - not required to write production code
- Mentorship experience - demonstrated success in upskilling technical teams
Desirable
- Healthcare IT experience - Understanding of healthcare systems, HIPAA regulations, and healthcare data standards (HL7, FHIR)
- AI/ML exposure - Familiarity with AI/ML systems and their unique troubleshooting requirements
- Python familiarity - Ability to read and understand Python code for diagnostic purposes
- Process improvement mindset - Track record of implementing scalable support processes
- Data-driven approach - Experience using metrics to drive support improvements
- Crisis management - Proven ability to lead during high-pressure customer escalations
What the job involves
- We're looking for an Exceptional Principal Support Engineer to transform our support operations
- As a critical member of our support organization, you will serve as the diagnostic expert and escalation point between our Customer Support Agents and Solutions Engineers
- You'll bring enterprise-level troubleshooting expertise to complex customer issues, mentor the team on diagnostic methodologies, and help us scale our support capabilities to match our rapid growth
- Your work will directly impact customer satisfaction and enable healthcare organizations to operate more efficiently
- Diagnose: Lead comprehensive technical investigations using advanced troubleshooting methodologies (log analysis, network diagnostics, performance profiling)
- Resolve: Handle all support activities from Tier 1 through Tier 3, excluding code changes, serving as the primary escalation point for complex issues
- Mentor: Develop and train the support team on diagnostic best practices, creating playbooks and standardized troubleshooting procedures
- Collaborate: Work closely with CSAs, Solutions Engineers, and Forward Deployed Engineers to ensure smooth handoffs and efficient issue resolution
- Optimize: Identify patterns in support issues to drive process improvements and preventive measures
- Document: Create and maintain comprehensive troubleshooting guides, knowledge base articles, and root cause analyses
Our take
Staffing is one of the most expensive contributors to business operation expenses, leading OpEx teams to minimize workforce sizes to cut costs. However, this often results in unfilled roles leading to larger workloads for employees, a sacrifice that can lead to lower-quality work and expensive errors.
Thoughtful develops bespoke back office automation bots, allowing businesses to hire bots that are specifically designed to automate their tasks and workflows. After onboarding, the company monitors and provides reports on the performance of each bot, allowing clients to see the value of each bot and whether adjustments are needed.
Whilst back office automation tools are nothing new, these generally work as integrations within other platforms, whereas Thoughtul’s bots are uniquely designed to emulate a position that would otherwise be staffed by a human. The company claims that its bots can help OpEx teams minimize staffing costs and optimize workflows whilst preventing any risk associated with cost cutting.
Freddie
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2024
$20m
SERIES A
Mar 2022
$10m
SEED
Total funding: $35.9m
Company benefits
- Robust Medical/Dental/Vision plans with Employer supported premiums
- Quarterly Company get-togethers
- Gym/Health Perks
- Early employee equity
- Getting your hands dirty at the ground level
- PTO (Sabbatical after 4 years)
Company values
- Experiment always - Don’t let the fear of failure hold you back from doing incredible, original work. We don’t expect perfection on the first swing, just the willingness to keep going until we get it right. It takes grit, a lot of experimentation, and failing fast to optimize learnings
- Do less, deliver more - We focus on doing the right things, not all things. Focus on work that creates an outsized impact for our customers and team. We practice ruthless prioritization and intentionally make trade-offs that best serve our customers and mission
- We are givers - We put our customers and our team ahead of our personal ambitions. We intentionally give without condition in the spirit of advancing our mission. We won’t succeed with a “gimme” culture, but we will win as a team of endless baton-passers who support each other until the race is won
- Be ALL in - We make outsized bets to earn outsized returns for our customers, fellow colleagues, investors and stakeholders. If something critical is broken, we work relentlessly to not only fix it but solve the core issue using first-principles thinking. We obsess everyday to advance the mission and plan on building a durable, resilient 100+ year old company
- Expect to WIN - Winning is the outcome of compounding wins every moment, day, month and year. We are disciplined executors that strive to achieve mastery in everything we do. We win with grace and help elevate everyone around us. We are market makers and leaders
Company HQ
Congress Avenue Historic District, Austin, TX
Articles
Leadership
Alex Zekoff
(CEO)Co-founder and CEO of Like Wallet from 2017 to 2018. Experience as Lead Process Automation Engineer for Deloitte Consulting.
Dan Parsons
(CPO)Experience as CEO of ORA Interactive. Co-founder and CEO of DRYV from 2014 to 2018.
Salary benchmarks
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