Offer summary

Qualifications:

2+ years of experience in technical support, engineering, or product/business analysis., Proficiency with relational databases such as SQL, PostgreSQL, or MongoDB., Familiarity with web application architecture and APIs like REST, SOAP, and JSON., Strong technical documentation skills and excellent communication abilities..

Key responsibilities:

Investigate and resolve advanced Level 3 technical support tickets.

Act as the final escalation point for technical issues raised by Customer Support.

Conduct root cause analysis and collaborate with Engineering to prevent recurring issues.

Document solutions and create internal resources to upskill the Support team.

Job description

Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community.

Job Description

At Enora Health we're transforming the way behavioral health professionals deliver care. As a Support Engineer, you’ll be the go-to technical expert for our most complex customer issues. Sitting at the intersection of Engineering, Product, Customer Success, and Support, you’ll play a key role in resolving Level 3 escalations and driving product quality improvements.

This role is perfect for someone who enjoys untangling challenging technical problems, digging into APIs and databases, and helping others do the same.

What You’ll Do

Investigate and resolve advanced Level 3 technical support tickets, delivering timely solutions or effective workarounds
Act as the final escalation point for technical issues raised by Customer Support
Conduct root cause analysis, and collaborate with Engineering to prevent recurring issues
Own the prioritization and tracking of customer-reported engineering issues
Document solutions, create internal resources, and upskill the Support team with knowledge articles
Execute vendor API and data tasks as needed
Support compliance-related data requests from clients and internal stakeholders
Help shape processes that improve technical support quality, efficiency, and customer experience
Develop deep expertise in our product and customer use cases to proactively identify opportunities for improvement

What You Bring

2+ years of experience in a technical support, engineering, or product/business analyst role
Proficiency with relational databases (SQL, PostgreSQL, MongoDB)
Familiarity with web application architecture and APIs (REST, SOAP, JSON)
Experience using bug-tracking or ticketing tools (e.g., Azure DevOps)
Ability to read and understand code—bonus if you can write lightweight scripts
Strong technical documentation skills and ability to translate complex topics into plain language
Excellent written and verbal communication skills across technical and non-technical audiences
Comfort working independently in a fast-paced, customer-centric environment
Exposure to Agile methodologies is a plus
Bachelor's degree preferred but not required

Additional Information

While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!

All your information will be kept confidential according to EEO guidelines.

At Ensora Health, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.

We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Ensora Health is an equal opportunity employer.

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