Job Description

MacroHealth is looking for an experienced and enthusiastic Technical Support Engineer that will take on the important role of being an ally for our customers. You will analyze the causes of our customer’s pain points and work closely with them to find solutions. You will solicit feedback from both customers and colleagues and develop mechanisms for process improvement.

Reporting to the Director of IT Infrastructure, you will provide enterprise-level assistance to MacroHealth’s customers by diagnosing and troubleshooting software and hardware problems and assisting with the installations of applications and programs.

WHAT YOU WILL DO:

• Resolves network issues, configures operating systems and uses remote desktop connections to provide immediate support
• Works collaboratively with engineering and customer success teams to effectively triage customer issues,  and provide updates on resolution
• Contributes to teamwork and the development of a positive work culture

You will also work closely with members of the Customer Success, and Implementations team and will receive support from a world-renowned leadership team with a track record of leading the development of multiple successful companies and products. If you have a customer-first mindset and thrive in a fast-paced environment, we want to hear from you! 

Qualifications

• Knowledge of the US healthcare and health insurance market strongly preferred
• Previous experience in technical support role for complex enterprise software products
• Experience with providing support for cloud services or SaaS based applications
• Prior experience working with cloud-based products, in one of the major cloud providers (AWS, Azure, Google Cloud)
• Working knowledge of SQL and noSQL database technologies, and other cloud based storage products
• Familiarity with Splunk, or other log aggregation products
• Knowledge of Agile Software Development Methodology and comfortable working within an Agile environment
• Ability to thrive in a people-first culture of teamwork and respect 
• Self-starting and innovative orientation
• Strong customer service orientation;  motivated to positively resolve customer issues
• Ability to take ownership, work with tight timelines, and manage various tasks simultaneously
• BS in Computer Sciences/Information Technology, Technical Diploma, or equivalent industry experience

Additional Information

MORE ABOUT US

MacroHealth is a highly collaborative work environment where each team member can rely on the skills, expertise, and support of one another across the company. We operate with an open-door policy and are wide open to new perspectives for improving our operations and fueling future growth with a diverse and engaged team.  

HOW WE PROTECT TEAM MEMBER HEALTH AND SAFETY 

At MacroHealth we recognize the impacts of the global pandemic have taken shape differently for each of us based on our role, our location, our family situations, and job transitions. Health, safety and wellbeing are top of mind for us in supporting safe office environments as well as engaging team members working from home. As part of this approach, a vaccination policy has been implemented requiring all eligible employees to be fully vaccinated against COVID-19 in order to work in one of our offices or travel to client locations. 

DIVERSITY, EQUITY, AND INCLUSION 

We are committed to facilitating constructive team member engagement and promoting a respectful work environment. We design our company processes to surface necessary conversations, engage multiple voices, remove barriers, and recognize contributions made at every level. We actively promote practices to create lasting change and partner with organizations that align with our values.

THIS ROLE REQUIRES LEGAL AUTHORIZATION TO WORK IN THE US.

MacroHealth is an equal opportunity employer.

MacroHealth is an equal opportunity employer.