Customer Support Engineer, 1upHealth
More information about location
Modern data platform for healthcare
Be an early applicant
Modern data platform for healthcare
101-200 employees
Be an early applicant
More information about location
101-200 employees
Company mission
To redefine interoperability and solve healthcare's toughest data challenges.
Role
Who you are
- The ideal candidate is resourceful, technically adept, and customer-obsessed—always looking for ways to improve support processes and increase automation and efficiency
- 5+ years of experience in a technical support or customer success engineering role within a healthcare technology or health IT environment
- Hands-on experience with healthcare interoperability standards such as FHIR, HL7 v2, CCDA, and X12 (EDI)
- Deep understanding of RESTful APIs and experience using tools like Postman to validate and troubleshoot
- Strong SQL skills and ability to interrogate relational databases
- Familiarity with production monitoring tools and workflows; comfort with supporting cloud-based systems
- Excellent problem-solving and communication skills, with the ability to navigate ambiguity and manage competing priorities
- Bachelor's degree in Computer Science, Software Engineering, Health Informatics, and/or equivalent work experience
- Participation in an on-call callback rotation is required
Desirable
- Experience with AWS services, Apache NiFi, Kubernetes, or RDS
- Exposure to payer data systems (e.g., claims, provider, eligibility)
- Salesforce Service Cloud and JIRA configuration knowledge
- Prior experience in supporting mission-critical, customer-facing systems in a 24/7 production environment
What the job involves
- At 1upHealth, your work will directly improve how health data is shared, understood, and acted on
- Join us and be part of a team that is reshaping healthcare interoperability
- The Customer Care Engineer plays a critical role in ensuring the stability and success of 1upHealth customers in production
- This customer-facing role is responsible for triaging and resolving complex technical issues, monitoring data workflows, and collaborating with internal Product Development and Engineering teams to drive timely resolutions
- This role includes participation in an on-call callback rotation, where you’ll respond to urgent issues that require direct, real-time engagement beyond standard business hours
- Serve as a trusted technical point of contact for production support across 1upHealth customers and partners, delivering high-quality service through virtual meetings, email, and our support portal
- Lead the investigation and resolution of Tier 2 and Tier 3 issues, including hands-on troubleshooting of data, APIs, and configuration settings
- Collaborate cross-functionally with Engineering and Product teams to resolve bugs and implement interim workarounds
- Proactively monitor key data pipelines and workflows to prevent issues before they escalate
- Support the triage process for inbound support cases, ensuring prioritization, proper routing, and timely follow-up
- Identify opportunities to improve our tooling and ticketing systems (Salesforce, JIRA), and champion scalable solutions that improve the support experience
- Contribute to internal knowledge bases and process development to improve Customer Care operations
- Foster a strong culture of empathy, responsiveness, and technical excellence in every customer interaction
Our take
Fast Healthcare Interoperability Resources (FHIR) is a global healthcare interoperability standard currently being adopted by major organizations across the US (including the US government) to facilitate the electronic exchange of healthcare information. 1upHealth is a health-tech company helping new organizations adopt the standard by converting data to FHIR and facilitating data sharing and analytics.
The federal government is pushing the healthcare industry to adopt FHIR-based APIs, which will be to 1upHealth’s benefit. The market appears to still be relatively unpopulated in the US, and as 1upHealth facilitates the entry of others into it, it may carve out a real and lucrative niche. Regulations that push for adoption are already coming into play - since 2021, for example, providers are obliged to make specific data available through FHIR APIs.
This market seems yet to mature in the US, and the 2017-founded 1upHealth could stand to make real progress alongside it as it does. Most recently, the company was ranked the 43rd Fastest-Growing Company in North America on the 2024 Deloitte Technology Fast 500, a significant achievement marking the company one to watch in the developing space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
35% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2023
$40m
SERIES C
Apr 2021
$25m
SERIES B
Total funding: $76.1m
Company benefits
- Remote first culture: work from anywhere in the US, our Boston headquarters, or a combination of both
- Flexible PTO: Take what you need PTO policy with no accruals
- Medical, dental & vision: 100% of employee premiums paid by 1upHealth
- Paid leave: 16 weeks of fully paid leave plus a 4 week phased return to work schedule for birthday parents, and 6 weeks of fully paid parental leave for non-birthing parents
- Wellness benefit: Get reimbursed for up to $1,400 annually for expenses that contribute to your total wellbeing
- Anniversary bonus: At your 2 year anniversary receive $2,000, at your 5 years anniversary $5,000 towards a vacation of your choice
- Home office stipend: $400 to elevate your home office
Company HQ
Fenway–Kenmore, Boston, MA
Leadership
Andrew Boyd
(CEO)Joined 1upHealth in 2024 as CEO. Prior to that, they were the EVP and General Manager of Personify Health, the EVp of Strategy and Corporate Development at Virgin Pulse, and the Chief Strategy and Marketing Officer at Dimensional Insight.
Nolan Kelly
(CRO)Initially joined 1upHealth in 2020 as VP of Sales before becoming CRO in 2022. Prior to this, they were a Senior Director of Health Systems and Advisory Board Member at PatientPing, Vp of Business Development at Linkwell health, and Director of Diversified business Development at Blue Cross Blue Shield of Massachusetts.
Mark Wolf
(CFO)They joined 1upHealth in 2020 as CFO. Alongside this they are the CFO Advisor at Snorkel AI and Percepto, as well as the CFO at IdeaScale. Previously, they were the CFO Advisor at Courier, Ironclad, and Mux.
Donald Rucker
(CSO)They joined 1upHalth in 2021 as CSO. They have also served as an Adjunct Professor of Emergency Medicine at Ohio State University since 2013. Previously, they were the National Coordinator at the Office of the National Coordinator for Health information Technology. They were also CMO at Premise Health and Vice President and CMO at Siemens Healthcare USA.
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