Senior Technical Support Engineer- IL

Navina is an exciting AI startup in the field of digital health, which gives physicians a quick yet full understanding of their patients along with 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. We're looking for people-oriented, versatile and highly independent superstars to join our winning team. The ideal candidate is passionate about technology, troubleshooting, and customer success.

Responsibilities

• Resolve customer issues on a daily basis, 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

Requirements

• +2 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience
• Proven excellent customer-facing communication skills (verbal and written)
• Proven experience with SQL and data analysis
• Proven experience with debugging web applications
• Strong project management skills
• Excellent problem-solving and troubleshooting skills

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
• We’re not saving lives, but we very much support the people that do