Technical Support Engineer, Komodo Health
$81-112k
This position is also eligible for commissions in accordance with a written agreement or plan. This role may also be eligible for equity awards, and the salary depends on location
Curating big data and analytics on healthcare
Open for applications
Curating big data and analytics on healthcare
501-1000 employees
Open for applications
$81-112k
This position is also eligible for commissions in accordance with a written agreement or plan. This role may also be eligible for equity awards, and the salary depends on location
501-1000 employees
Company mission
To reduce the burden of disease.
Role
Who you are
- Client service orientation: You understand client needs and how to help to address them
- Strong communication skills: You are comfortable presenting to stakeholders at all levels (technical and non-technical) and distilling complex topics and analyses into easy-to-follow and compelling narratives
- Problem-solving skills: You demonstrate strong logical thinking and an ability to see patterns
- Partnership mentality: You effectively collaborate with Account managers, Sales, Product, and clients to guide results, and share feedback
- Curiosity: You demonstrate an interest and aptitude for constant learning and regularly seek and welcome feedback and help from colleagues
- Flexible attitude: You adapt to changing environments and solve problems from new angles; you know how to manage ambiguity
- Consultative mindset: You identify and proactively offer recommendations based on observed insights
- Familiarity with customer operational support systems; examples include Jira Service Management, Zendesk, Salesforce Service Cloud, etc
- Ability to successfully manage multiple tasks and projects with high quality and grace under pressure, with a customer-centric mindset
- Comfortable to collaborate and/or ask for help from colleagues or leaders when stuck on a problem
- A passion for improving patient care and addressing unmet medical needs
- Expectations of AI Use in this role (required):
- Judgement & Creativity:
- Applies AI strategically, knowing how to use the right tools at the right time to solve problems or generate new ideas
- Uses AI to accelerate feedback loops, test ideas, and make informed decisions faster
- Applies both judgment and creativity when working with AI and understands its limitations
- Curiosity & Initiative:
- Demonstrates curiosity and initiative in exploring new AI tools and workflows relevant to their role
- Has developed or shared AI-enhanced workflows, automations, or prompts with others
- Integration & Productivity:
- Brings a reflexive AI mindset and uses AI as a natural part of their process to iterate, research, and deliver better work
- Comfortable working in AI-enhanced environments across writing, data analysis, content creation, or design
- Regularly leverages AI tools such as Notion AI, Perplexity, Claude, Descript, Runway, Midjourney, or Microsoft Copilot i.e. to improve speed, clarity, or creative output
What the job involves
- The Support Engineering team is within the Customer Support umbrella, whose mission is to properly scope and support all client engagements
- Technical Support Engineers play a vital role in supporting our customers throughout the lifecycle of Komodo’s relationship
- The best Support Engineers draw on skills across business systems analysis, communication, and technology
- They can support technical customer strategy development by acting as an escalation point and routing mechanism for advanced customer support activities
- They will also contribute heavily to the iteration of Komodo’s Product Support playbook, which will be used across the suite of products and services Komodo offers
- This person should act as a champion of the customer, and draw together themes and findings, regularly, to benefit the organization and our customers
- Looking back on your first 12 months at Komodo Health, you will have…
- Obtained a deep understanding of Komodo’s Healthcare Map, platform, and suite of products - especially focused deeply on data products
- Developed an understanding of patient-level data and proficiency in our key offering areas, including patient journey, line of therapy, HCP segmentation, and market landscape assessments
- Created and maintained Komodo’s Product support multi-tier playbook and knowledge base sourced from inbound customer support requests, and learnings
- Maintained active engagement with stakeholders, including data product management, engineering, and commercial teams as well as our external customers, to res
- Solve time-sensitive and business-critical issues, including follow-up until resolved
- Collaborated with internal data teams for any escalated requests
- Assisted with the transformation of Komodo’s technical support, service, and maintenance model, to improve effectiveness and efficiencies for all Dragons
- Consolidated learnings often to provide recommendations for Komodo to implement
Our take
Komodo Health has built a healthcare map, an artificial intelligence and data analytics tool that tracks the healthcare encounters of well over 300 million patients. The service helps providers, pharmaceutical companies, and scientists identify opportunities for intervention and care improvements. It also helps them to analyze how products are performing in the market, identify at-risk patient groups, study the effectiveness of treatments, and detect patterns in drug and patient behavior.
Komodo Health’s comprehensive platform helps customers to better understand health and it is challenging the fragmentation of healthcare that contributes to inconsistent, unsatisfying results for both patients and providers. It has used its considerable amount of funding to focus on accelerating growth through further innovation and development of its enterprise technology platform, application suite and core data assets.
Komodo Health made cuts to its core team at the end 2022 as part of a restructuring following a large equity funding round. This is very likely to be part of a push for profitability as it gears up for an IPO. With its business strategy realigned, it is resuming hiring in all areas to continue to develop its product and grow its market share.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2022
$200m
LATE VC
Mar 2021
$220m
SERIES E
Total funding: $514m
Company benefits
- Full medical, dental, and vision benefits
- Mobility across San Francisco and New York City Offices
- Paid Family leave
- Flexible working hours and flexible paid time off policy
- Personal wellness stipend
- 401(k) employer match
- Work from home opportunities
- Health insurance
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Arif Nathoo
(CEO)Studied Medicine at Harvard. Former Associate Principal at McKinsey & Co for 7 years. Became a Senior Advisor for 2 years.
Web Sun
(President)Previously worked in Sales and Marketing at Merck&Co. VP of Business Development at Campbell Alliance.
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