Technical Support Engineer

Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. Thousands of clinicians across the United States already use Navina’s AI-powered solution that transforms complex and fragmented patient data into concise “patient portraits" and actionable clinical insights at the point of care. With Navina, physicians experience less burnout, reduce missed diagnoses, and can devote more time giving better care to 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 value-based organizations including Privia Health and Agilon.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 experienceProven experience with SQL and data analysis - MUSTProven experience with debugging web applicationsStrong project management skillsExcellent problem-solving and troubleshooting skillsProven excellent customer-facing communication skills (verbal and written)Familiarity with the US healthcare industry- AdvantageProven experience in programming (JavaScript, Python, Nodejs) - AdvantageWhat would you stand out?Experience with troubleshooting data pipelines and ETL processes.Experience in a fast-growing organizationStrong presentation skills for all audiences; Ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personasA can-do attitudeDetailed orientedYou don’t need to meet 100% of the requirements to be a great fit. We believe in hiring people, not just checklists, and we value potential as much as experience. If this role excites you, we’d love to see your application!Responsibilities:Resolve customer issues daily, ensuring timely responses and high levels of customer satisfactionProactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfactionContribute to methodologies, best practices, and techniques to improve our support processBuild 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.