Senior Support Engineer, Smarter Technologies
$120-160k
Salary applicable to California applicants only. + Employee Stock Options
AI operating system for healthcare RCM teams
Job no longer available
AI operating system for healthcare RCM teams
1001+ employees
Job no longer available
$120-160k
Salary applicable to California applicants only. + Employee Stock Options
1001+ employees
Company mission
To 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
The triple threat of manual processes, error rates and fragmented revenue cycles places healthcare companies under considerable pressure, and means the market loses billions in revenue every year. This amounts to less time for patients and lower-quality back-end work. Smarter Technologies is redefining the healthcare revenue cycle through automation and AI tools.
Smarter Technologies helps healthcare companies automate admin and financial workflows, providing AI agents and insights that optimise efficiency and patient experiences. Founded from a merger of four companies - Thoughtful AI, Access Healthcare, SmarterDx and Pieces - the company combines the focused tech capabilities of these four entities into one of the first healthcare-efficiency dedicated automation and insights platforms.
Whilst back office automation tools are nothing new, these generally work as integrations within other platforms. Smarter's solutions cover a range of backend workflows, including payments, accounts receivable and utilisation management, all of which integrate seamlessly into preexisting stacks. The merger in 2025 combined New Mountain Capital-backed companies, savvily melding the quartet of independent tech talents into a seamless solution to one of healthcare's most pressing problems.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jul 2024
$20m
SERIES A
Mar 2022
$10m
SEED
Total funding: $35.9m
Company HQ
Dallas Downtown Historic District, Dallas, TX
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