Technical Support Engineer

Navina is an exciting AI startup in the field of digital health, which gives physicians a quick yet full understanding of their patients and actionable recommendations throughout the clinical workflow. Navina is becoming core to every physician-patient interaction, as thousands of clinicians across the US use Navina to advance preventive care and reduce missed diagnoses, while at the same time driving improved economics for providers and payers.

The Technical Support Engineer is a key contributor to our overall customer experience and our customers' product satisfaction. They are also the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI.

The ideal candidate is passionate about technology, troubleshooting, and customer success.

Requirements:

+4 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience
Proven experience with SQL and data analysis - MUST
Proven experience with debugging web applications
Strong project management skills
Excellent problem-solving and troubleshooting skills
Proven excellent customer-facing communication skills (verbal and written)

Familiarity with the US healthcare industry- Advantage
Proven experience in programming (JavaScript, Python, Nodejs) - Advantage

What would you stand out?

Experience with troubleshooting data pipelines and ETL processes.
Experience in a fast-growing organization
Strong presentation skills for all audiences; Ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas
A can-do attitude
Detailed oriented

What You'll Love About Us?

Professional team, great atmosphere, and amazing people (we’re not just saying that!)
Exciting SAAS startup in a growing market

Responsibilities:

Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction
Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction
Contribute to methodologies, best practices, and techniques to improve our support process
Build and contribute to Navina’s technical support knowledge base.
Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations.