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Support Engineer

  • Remote
  • 0-3 years

Salary

$30,000 - 40,000/ year

AI summary

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Description

We are looking for a support engineer to improve customers’ experiences with the the company AI agents.

This is a hands-on, customer-facing role at the intersection of technical support, implementation, and operations. You will own the support inbox, investigate reported issues, update agent guidance, engineer solutions, and help configure agents for new customers and locations. This is a role that requires coding.

The work ranges from correcting how an agent handles an insurance or scheduling question to fixing a bug in the code for a clinic workflow. You will work directly with healthcare operators and Shasta’s existing engineering team to make sure every issue reaches a clear resolution.

Responsibilities

  • Sit between our customers and the product.
  • Own the support inbox and ensure every customer receives a timely, thoughtful response and resolution.
  • Investigate agent behavior using recordings, logs, and product data to reproduce reported problems and determine root causes.
  • Contribute to the code base on a regular basis when needed.
  • Fix code bugs and integrate new features of the product. Also test changes to confirm the agent behaves correctly.
  • Set up agents for new customers and locations.
  • Fix engineering issues to completion rather than simply escalating to another team.
  • Identify recurring support problems and turn them into product improvements.

Requirements

  • Clear and empathetic written communication. Much of the role involves explaining technical behavior to busy healthcare operators over email.
  • Coding and software engineering experience.
  • High attention to detail. Small differences in workflows can have significant consequences.
  • Fast learner with technical products and working with logs, configurations, integrations, and AI-agent instructions.
  • A strong sense of ownership and the ability to keep track of multiple customer issues through resolution.
  • Interest in AI and an understanding how language models behave in real customer workflows.
  • Particularly relevant experience
  • Experience with any of the following would be helpful, but none is individually required:
  • Next.js, React, Node.js, Typescript, Python (or any relevant backend coding language)
  • Reading API logs and making DB queries to get to a solution every time.
  • Technical support, customer success, implementation, healthcare operations, or solutions engineering.
  • Working with AI agents, LLM prompts, or conversational systems.
  • Healthcare scheduling, insurance eligibility, EMRs, referrals, or revenue-cycle operations.
  • Phone systems, call routing, SMS, or contact-center software
  • Working at an early-stage startup or taking ownership of an operational process
  • Experience: 1+ years
  • Visa: US citizenship/visa not required

Where you’d work

Fully remote

You can work from

  • United States

No visa sponsorship

You must already be able to work in the United States

About the company

Company hidden

  • Industry: HealthTech

Your chances

Still hiring, not crowded yet, and a person reads your message.

  • 19 checks run
  • 9 good signs
  • 4 red flags

Still hiring?

12 checks

Actively hiring

In its favour4

  • Still on the company's own careers site, checked 3 h agoModerate evidence
  • Specific about the basics: pay, place, level, stack and contract all statedSlight evidence
  • States its salarySlight evidence
1 moreFewer
  • A hiring contact is attached to itSlight evidence

Against it2

  • Posted 4 weeks agoSlight evidence
  • Pays less than 99% of similar roles we trackSlight evidence

How crowded?

7 checks

Low

In its favour5

  • You can message the hiring contact and skip the queueModerate evidence
  • Remote within United States onlySlight evidence
  • Only for people already authorized to work in United StatesSlight evidence
2 moreFewer
  • Asks for Next.js, which only 1% of open roles doSlight evidence
  • Pays below most similar roles, which thins the crowdSlight evidence

Against it2

  • Open for 4 weeks: applications have had time to pile upModerate evidence
  • Entry level: the most applied-to level there isModerate evidence

Fits Me

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Check My Fit
Details13 facts · Role, Location, Compensation, Employment, Company
Tech stack
  • React
  • TypeScript
  • Next.js
  • Node.js
  • Python
  • LLMs
Type
Contract
Industry
HealthTech
Specialty
Technical Support
Region
United States
Pay period
Annual
Show 7 more factsShow less

Role

Category
Solutions & Support
Specialty
Technical Support
Experience
1+ years
Tech stack
  • React
  • TypeScript
  • Next.js
  • Node.js
  • Python
  • LLMs

Location

Work model
Remote
Region
United States
Remote from
  • United States
Visa sponsorship
Not sponsored
Must already work in
  • United States

Compensation

Salary
$30,000 - 40,000 / year
Pay period
Annual

Employment

Type
Contract

Company

Industry
HealthTech

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