Support Engineer

What You’ll Do

• Investigate and resolve advanced Level 3 technical support tickets, delivering timely solutions or effective workarounds

• Act as the final escalation point for technical issues raised by Customer Support

• Conduct root cause analysis, and collaborate with Engineering to prevent recurring issues

• Own the prioritization and tracking of customer-reported engineering issues

• Document solutions, create internal resources, and upskill the Support team with knowledge articles

• Execute vendor API and data tasks as needed

• Support compliance-related data requests from clients and internal stakeholders

• Help shape processes that improve technical support quality, efficiency, and customer experience

• Develop deep expertise in our product and customer use cases to proactively identify opportunities for improvement

What You Bring

• 2+ years of experience in a technical support, engineering, or product/business analyst role

• Proficiency with relational databases (SQL, PostgreSQL, MongoDB)

• Familiarity with web application architecture and APIs (REST, SOAP, JSON)

• Experience using bug-tracking or ticketing tools (e.g., Azure DevOps)

• Ability to read and understand code—bonus if you can write lightweight scripts

• Strong technical documentation skills and ability to translate complex topics into plain language

• Excellent written and verbal communication skills across technical and non-technical audiences

• Comfort working independently in a fast-paced, customer-centric environment

• Exposure to Agile methodologies is a plus

• Bachelor's degree preferred but not required

Additional Information

While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. 

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together! 

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. 

Therapy Brands is an equal opportunity employer.