Customer Success Engineer

Description

You will be the company's first dedicated customer support hire, helping customers connect to and use Fasten Connect.

The company builds a patient-mediated API that lets other companies pull structured, longitudinal clinical records from many health systems and EHRs without building hundreds of custom integrations. Records are still scattered across thousands of health systems, which makes it hard for patients and the organizations serving them to get the information they need to decide well.

You will work directly with the technical founder and the engineering team, with hands-on help from the people building the platform when an issue needs deeper digging.

This role suits someone who likes tracing technical problems, getting customers unstuck, and helping shape how a growing company supports its customers. Get in touch if that sounds like you.

Responsibilities

• Take each support request from first reply to confirmed resolution.
• Watch incoming questions across email, Slack, and the company's support tools, and keep them organized.
• Help customers with account access, setup, data retrieval, and general product questions.
• Investigate problems involving REST APIs, authentication, OAuth, FHIR connections, healthcare organizations, and returned patient data.
• Reproduce reported problems and gather the details engineering needs.
• Decide which issues support can close and which need escalation.
• Write escalation reports that include reproduction steps, error messages, environment details, and customer impact.
• Update customers through investigations, incidents, and longer technical issues.
• Work with engineering and product until the customer's issue is resolved.
• Spot recurring questions and turn them into help articles, internal runbooks, and reusable replies.
• Track response times, resolution times, recurring issues, and open support commitments.
• Find patterns that point to a product bug, a confusing workflow, missing documentation, or customer risk.
• Pass customer feedback to the CEO, product, and engineering teams.
• Help set the company's support priorities, escalation paths, service standards, and processes.

Requirements

• At least 3 years in technical support, customer support, client operations, healthcare technology, or a similar customer-facing role.
• Experience supporting a technical B2B product, API, integration, or software platform.
• You investigate methodically before escalating.
• Working knowledge of REST APIs, authentication flows, and core web application concepts.
• You are comfortable using API docs, browser developer tools, logs, dashboards, and ticketing systems to understand issues.
• Clear, direct, calm writing.
• You can explain technical problems to developers and to non-technical customers.
• You stay organized and follow through across many requests and priorities.
• You judge urgency and customer impact well, and know when to bring in engineering.
• You take ownership of both the customer's experience and the final outcome.
• You are comfortable working directly with the CEO, product, and engineering in a startup.
• Experience in digital health, healthcare IT, health-data platforms, or another regulated industry.
• Familiarity with FHIR, HL7, USCDI, SMART on FHIR, EHRs, or healthcare interoperability.
• Experience supporting developer-facing products or API integrations.
• Familiarity with OAuth, identity verification, consent flows, or patient-authorized data access.
• Experience with support tools such as Linear, Zendesk, Jira, or similar.
• Experience writing support documentation, FAQs, escalation procedures, or internal runbooks.
• Experience helping an early-stage company set up its first formal support process.

Conditions

Base salary: $80,000 to $120,000.

Equity: 0.1% to 0.2%.