Customer Support Engineer, Zus Health
$100-125k
Plus equity
Development platform for healthcare startups
Be an early applicant
Development platform for healthcare startups
21-100 employees
Be an early applicant
$100-125k
Plus equity
21-100 employees
Company mission
To catalyze healthcare's greatest inventors by maximizing the value of patient insights - so that they can build up, not around.
Role
Who you are
- The ideal candidate is an exceptional problem solver who has a passion for delivering stellar customer experiences
- 5+ years of experience in technical support engineering, solutions engineering, or a related technical customer-facing role (healthtech or SaaS strongly preferred)
- Proficient in SQL with the ability to query and troubleshoot data within modern platforms like Snowflake
- Hands-on coding/scripting skills in Python (or similar) for automation and debugging
- Experience using Postman or similar tools to test and debug REST APIs
- Strong understanding of healthcare data standards and integrations (FHIR, HL7, CCD) and familiarity with EMR systems (Epic, Cerner, athenahealth)
- Experience working with ticketing systems like Zendesk and Jira
- Comfortable working in secure environments and with compliance frameworks (HIPAA, SOC2)
- Excellent problem-solving skills with the ability to communicate technical concepts to both developers and non-technical stakeholders
- Highly organized, detail-oriented, and energized by fast-paced, growth-stage environments
- Passion for improving healthcare in the US
What the job involves
- Zus Health is seeking a Technical Customer Support Engineer who will serve as the critical link between our customers, our Customer Success team, and our Product and Engineering organizations
- In this role, you will ensure customers have an exceptional experience by providing high-quality technical support, troubleshooting complex issues, and trending themes internally
- You will be a technical expert in the Zus platform — diagnosing issues across APIs, integrations, and data pipelines, while collaborating closely with Product and Engineering to ensure a seamless experience
- This is a customer-facing, highly technical role that requires both strong technical skills and a passion for customer success in healthcare
- They are hungry to make a difference and are comfortable navigating the technical complexities of a growing health tech startup
- Act as the primary technical point of contact for customer issues after implementation - diagnose, troubleshoot, and resolve Tier 1 and Tier 2 issues and triage Tier 3 issues by gathering relevant context and partnering with engineering teams
- Track, prioritize, and manage open tickets to ensure timely response and resolution to deliver an excellent customer experience
- Maintain detailed and accurate records of customer interactions in the support system
- Proactively identify patterns or recurring issues and share insights with product and engineering teams
- Ensure timely resolution of customer support cases
- Become a subject matter expert (SME) on the Zus platform, integrations, and APIs
- Support authentication, configuration, and data ingestion workflows (SFTP, APIs, ETL pipelines)
- Provide technical guidance on healthcare data standards (FHIR, HL7, CCD) and EMR integrations
- Develop a Support Knowledge Base, including tools, playbooks, and reusable troubleshooting patterns to accelerate issue resolution
- Create and maintain customer-facing technical documentation, knowledge base articles, and troubleshooting guides… maybe even a customer portal!
- Deliver training sessions and technical deep dives for customers to build self-servicability
- Contribute to internal onboarding materials for scaling the support team
Our take
Whilst the healthtech sector is growing fast, the kind of tech needed to build within each healthcare field can be radically different. The result has been that most of these companies develop in a vacuum, with time and resources wasted on unnecessary duplications of tools, data, and backends. Zus is looking to remedy this health data isolation issue by building a shared development platform for healthcare startups.
The idea is that companies will benefit from shared data in the backend - thus bringing down the cost and delays currently involved in setting up individual new companies. Whilst the healthtech boom of recent years is showing signs of abating, at least in the US, it’s still a strong and fertile market with plenty of room for innovation. This should keep interest high for capabilities like those offered by Zus.
Moreover, the company is led by HealthTech veteran Jonathan Bush. His tenure at athenahealth saw it ultimately sold in a $17B private equity deal after becoming a leading healthcare network service provider. With this expertise, a market-accelerating proposition, and impressive partnerships, Zus is becoming an important player.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Mar 2023
$40m
EARLY VC
Jun 2021
$34m
SERIES A
Total funding: $74m
Company benefits
- Equity for all employees
- 401K plan - Complete with generous company match
- Excellent care options - Includes medical, dental, and vision
- Work from wherever - Be it from home, our office, or a hybrid of the two
- Flexible PTO - Hitting reset is strongly encouraged
- Zus-sponsored events - Remote employees are 100% included
Company HQ
Downtown, Boston, MA
Leadership
Jonathan Bush
(Founder & CEO)Originally an army medic, before consulting for a spell and then taking up an MBA at Harvard Business School. Subsequently founded athenahealth, and spent over two decades at the helm as CEO.
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