Support Engineer

About the Role

As a Support Engineer on the Customer Solutions team, you will be the primary technical owner responsible for the ongoing operational efficiency of our customers. You will manage our support queue, rapidly diagnose and resolve customer issues, and act as a crucial link between our users and our internal Product/Engineering teams.

This is a highly customer-facing role that requires a blend of deep technical expertise (especially SQL), excellent communication skills, and the ability to manage complex issue resolution as a project. A key component of this role is leveraging emerging technologies, including AI-powered tools and agentic workflows, to enhance efficiency and scale our support operations.

Location & Work Schedule

This is a hybrid role based in New York City. The team works in-office two days per week (Tuesdays and Thursdays), so applicants must be located within commuting distance and comfortable with in-person collaboration.

What You’ll Do

Customer Issue Resolution & Support Operations

• Own the Support Queue: Proactively monitor and manage the incoming customer support queue, ensuring all tickets are acknowledged, prioritized, and addressed within established SLAs.
• Rapid Problem Diagnosis: Utilize strong technical skills, particularly SQL, to query databases, analyze logs, and swiftly diagnose the root cause of customer-reported issues.
• Hands-on Resolution: Implement necessary fixes, workarounds, and data corrections directly, escalating complex platform bugs or necessary code changes to the Engineering team with clear context and reproducible steps.
• Customer Communication: Serve as the primary point of contact for technical issues, providing clear, timely, and professional updates to customers until resolution.

Project Management & Process Improvement

• Manage Resolution Projects: Apply strong project management skills to complex or long-running support issues, defining scope, setting clear internal/external deadlines, coordinating resources (Engineering, Product), and driving the issue through to final resolution.
• SOP Development: Contribute to the creation and refinement of internal knowledge base articles, runbooks, and Standard Operating Procedures (SOPs) to improve efficiency and reduce future escalations.
• Leverage AI for Efficiency: Actively explore, pilot, and integrate AI tools and agentic workflows into the support process (e.g., automated response drafting, advanced search, ticket categorization) to maximize personal and team productivity.
• Contribute to Automation: Identify opportunities for automation in recurring support tasks and collaborate with technical teams to build and deploy solutions.

What We Seek:

• 3+ years of experience in a customer-facing technical support, solutions consulting, or application engineering role.
• Proficiency in SQL for complex data analysis, querying, and troubleshooting customer-reported data issues.
• Demonstrated strong project management skills, with a track record of successfully managing complex, multi-stakeholder technical projects or issue resolution lifecycles.
• Exceptional written and verbal communication skills; comfort in providing clear and professional technical explanations to both technical and non-technical customer audiences.
• Comfort and enthusiasm for interacting with agentic works and leveraging AI to drive efficiency and process improvement.
• Proven ability to take ownership of an issue from initial report through to final resolution.
• Experience operating in highly regulated industries and familiarity with health data security, privacy standards, and regulatory frameworks such as HIPAA is preferred.

Requirements:

• Bachelor's degree in a technical field (Computer Science, Engineering, etc.) or equivalent practical experience.
• Minimum of 3 years of experience in a role requiring significant technical troubleshooting and customer interaction.
• Fluency in advanced SQL (e.g., joins, subqueries, optimization).
• Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and monitoring tools.

Nice-to-Have:

• Educational background, certification, or equivalent practical experience in a technical field, with emphasis on a strong analytical foundation.
• Experience with health data formats like FHIR R4, HL7, and/or CDA.
• Experience in data analysis, data science, Google Data Studio, or BigQuery.
• Experience with Electronic Medical Record systems.

 

Why Particle Health?

• Purposeful Work: Contribute to projects that directly improve healthcare access, empower providers, and enhance patient outcomes.
• Collaborative Culture: Thrive in a mission-driven, curiosity-fueled environment where ownership and bold ideas are celebrated.
• Flexibility & Balance: Enjoy unlimited PTO and a hybrid work schedule, giving you a mix of energizing, in-person collaboration, and remote work time. We also provide free lunch on Tuesdays and Thursdays when our team is in office!
• Comprehensive Benefits:
• ~95%+ employer-paid health benefits for you and your family.
• Employer 401(k) contribution to help you build a secure future.
• Mental health benefits to support your well-being.
• Invest in Your Future: Receive employee equity, ensuring you share in the company’s success.
• Family Support: Access 14 weeks of fully paid parental leave, so you can focus on what matters most.