Support Engineer, Particle Health

• This is a highly customer-facing role that requires a blend of deep technical expertise (especially SQL), excellent communication skills, and the ability to manage complex issue resolution as a project
• 3+ years of experience in a customer-facing technical support, solutions consulting, or application engineering role
• Proficiency in SQL for complex data analysis, querying, and troubleshooting customer-reported data issues
• Demonstrated strong project management skills, with a track record of successfully managing complex, multi-stakeholder technical projects or issue resolution lifecycles
• Exceptional written and verbal communication skills; comfort in providing clear and professional technical explanations to both technical and non-technical customer audiences
• Comfort and enthusiasm for interacting with agentic works and leveraging AI to drive efficiency and process improvement
• Proven ability to take ownership of an issue from initial report through to final resolution
• Experience operating in highly regulated industries and familiarity with health data security, privacy standards, and regulatory frameworks such as HIPAA is preferred
• Bachelor's degree in a technical field (Computer Science, Engineering, etc.) or equivalent practical experience
• Minimum of 3 years of experience in a role requiring significant technical troubleshooting and customer interaction
• Fluency in advanced SQL (e.g., joins, subqueries, optimization)
• Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and monitoring tools

Desirable

• As a Support Engineer on the Customer Solutions team, you will be the primary technical owner responsible for the ongoing operational efficiency of our customers
• You will manage our support queue, rapidly diagnose and resolve customer issues, and act as a crucial link between our users and our internal Product/Engineering teams
• A key component of this role is leveraging emerging technologies, including AI-powered tools and agentic workflows, to enhance efficiency and scale our support operations
• Customer Issue Resolution & Support Operations
• Own the Support Queue: Proactively monitor and manage the incoming customer support queue, ensuring all tickets are acknowledged, prioritized, and addressed within established SLAs
• Rapid Problem Diagnosis: Utilize strong technical skills, particularly SQL, to query databases, analyze logs, and swiftly diagnose the root cause of customer-reported issues
• Hands-on Resolution: Implement necessary fixes, workarounds, and data corrections directly, escalating complex platform bugs or necessary code changes to the Engineering team with clear context and reproducible steps
• Customer Communication: Serve as the primary point of contact for technical issues, providing clear, timely, and professional updates to customers until resolution
• Project Management & Process Improvement
• Manage Resolution Projects: Apply strong project management skills to complex or long-running support issues, defining scope, setting clear internal/external deadlines, coordinating resources (Engineering, Product), and driving the issue through to final resolution
• SOP Development: Contribute to the creation and refinement of internal knowledge base articles, runbooks, and Standard Operating Procedures (SOPs) to improve efficiency and reduce future escalations
• Leverage AI for Efficiency: Actively explore, pilot, and integrate AI tools and agentic workflows into the support process (e.g., automated response drafting, advanced search, ticket categorization) to maximize personal and team productivity
• Contribute to Automation: Identify opportunities for automation in recurring support tasks and collaborate with technical teams to build and deploy solutions