Technical Support Engineer

Navina is a fast-growing digital health SaaS company that’s on a mission to enhance the primary care experience by transforming the way physicians interact with patient data. Our proprietary AI models are specifically designed to understand the language of primary care, transforming complex and fragmented patient data into a concise “patient portrait" and actionable clinical insights at the point of care. This allows physicians to get the full picture of their patients and act on their health status instantly and accurately. Built by physicians for physicians, our AI platform reduces physician burnout, while helping healthcare organizations thrive in value-based care. Thousands of clinicians across the United States are using Navina’s AI-powered clinical intelligence solution to improve preventative care, reduce missed diagnoses, and reclaim time with their patients. Navina has been named one of the Top 100 AI companies globally by CB Insights, and made the list of the Top 50 Digital Health startups. We are already working with industry leading health systems and value-based organizations including Privia Health and Tampa General Hospital.

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 seeking 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 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.

Qualifications

• +3 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
• Proficiency in English, both written and spoken
• Proven experience with debugging web applications
• Strong project management skills
• Excellent problem-solving and troubleshooting skills
• 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
• We’re not saving lives, but we very much support the people that do