Technical Support Specialist (Student position) 

Antidote Health is a startup on a mission to create a smart, digital and AFFORDABLE HMO in the US. We are developing comprehensive health solutions, encompassing both medical services and health insurance, with a focus on reducing healthcare costs through proactive member health management. We are developing our product in a way that will make it easy for our members to manage their health. They can get a video call with our doctors, receive prescriptions and referrals for labs of specialist from the app, track their test results and much more. We created a decision support system for our physicians and use our data to give insights both to the patients and the doctors in order to have preventive care. 

We are seeking a Technical Support Specialist to join our engineering team. In this role, you will be responsible for handling tier 2 support cases, which you will receive from our customer support service or alerting systems. Your primary goal will be to investigate and resolve as many cases as possible before escalating them to the engineering team. This position does not require direct interaction with customers but demands a strong technical background to analyze complex issues, read logs, run SQL queries, and understand the system and its processes to provide effective resolutions. 

Responsibilities: 

• Investigate and resolve complex technical issues received from customer support or alerting systems. 
• Analyze logs and run SQL queries to diagnose problems. 
• Understand system architecture and processes to provide effective resolution. 
• Document and report findings to the engineering team. 
• Identify and implement improvements in the system and customer experience. 
• Work independently and as part of a team to reduce engineering load. 
• Collaborate closely with the customer support team and with the engineering team. 

Basic Qualifications: 

• Available for night shifts, weekends and holidays 
• 3 shifts per week 
• Proficiency in English, both verbal and written.
• Strong analytical skills to investigate and resolve complex technical issues. 
• SQL knowledge and experience. 
• Understanding of system architecture and processes. 
• Excellent problem-solving skills and attention to detail. 
• Strong communication skills to document and report findings. 

Preferred Qualifications: 

• Computer science /Engineering student. 
• Experience in a technical support role. 
• Experience reading and interpreting logs.