Customer Support Engineer

At 1upHealth, your work will directly improve how health data is shared, understood, and acted on. Join us and be part of a team that is reshaping healthcare interoperability.

The Customer Care Engineer plays a critical role in ensuring the stability and success of 1upHealth customers in production. This customer-facing role is responsible for triaging and resolving complex technical issues, monitoring data workflows, and collaborating with internal Product Development and Engineering teams to drive timely resolutions. The ideal candidate is resourceful, technically adept, and customer-obsessed—always looking for ways to improve support processes and increase automation and efficiency.

This role includes participation in an on-call callback rotation, where you’ll respond to urgent issues that require direct, real-time engagement beyond standard business hours.

You will:

• Serve as a trusted technical point of contact for production support across 1upHealth customers and partners, delivering high-quality service through virtual meetings, email, and our support portal.
• Lead the investigation and resolution of Tier 2 and Tier 3 issues, including hands-on troubleshooting of data, APIs, and configuration settings.
• Collaborate cross-functionally with Engineering and Product teams to resolve bugs and implement interim workarounds.
• Proactively monitor key data pipelines and workflows to prevent issues before they escalate.
• Support the triage process for inbound support cases, ensuring prioritization, proper routing, and timely follow-up.
• Identify opportunities to improve our tooling and ticketing systems (Salesforce, JIRA), and champion scalable solutions that improve the support experience.
• Contribute to internal knowledge bases and process development to improve Customer Care operations 
• Foster a strong culture of empathy, responsiveness, and technical excellence in every customer interaction

We are looking for people who have:

• 5+ years of experience in a technical support or customer success engineering role within a healthcare technology or health IT environment.
• Hands-on experience with healthcare interoperability standards such as FHIR, HL7 v2, CCDA, and X12 (EDI).
• Deep understanding of RESTful APIs and experience using tools like Postman to validate and troubleshoot.
• Strong SQL skills and ability to interrogate relational databases.
• Familiarity with production monitoring tools and workflows; comfort with supporting cloud-based systems.
• Excellent problem-solving and communication skills, with the ability to navigate ambiguity and manage competing priorities.
• Bachelor's degree in Computer Science, Software Engineering, Health Informatics, and/or equivalent work experience.

You may also have:

• Experience with AWS services, Apache NiFi, Kubernetes, or RDS.
• Exposure to payer data systems (e.g., claims, provider, eligibility).
• Salesforce Service Cloud and JIRA configuration knowledge.
• Prior experience in supporting mission-critical, customer-facing systems in a 24/7 production environment.

Additional Information:

• This is a fully remote position aligned to U.S. Eastern Time business hours.
• Participation in an on-call callback rotation is required.
• Occasional travel (2-3 times per year) for internal team summits may be expected.