Offer summary

Qualifications:

Experience with PostgreSQL or other relational databases., Proficiency in scripting languages like Python and Bash., Familiarity with RPA automation, SFTP, Systemd, and Ubuntu., 3-5 years of troubleshooting experience with APIs and tier 1/2 support..

Key responsibilities:

Troubleshoot and resolve technical support requests from clients and internal teams.

Coordinate and follow up on support tickets, ensuring prompt resolution.

Collaborate with product management, engineering, and support teams to improve workflows.

Contribute to team growth by sharing ideas for process improvements.

Job description

Support Engineer

About Axuall

Built with leading healthcare systems, Axuall is a workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth, and health plans to dramatically reduce onboarding and enrollment time while also providing unique, powerful data insights for network planning, analytics, and reporting. Its network streamlines the secure sharing of digitally verified credentials between clinicians, authorized verifiers, and organizations that require this information quickly and continuously to meet patient demand, ensure clinical coverage, and maximize revenue capture.

In 2023, Axuall closed its series B round of financing, bringing its total capital raised to more than $41 million. Axuall's investors and the organizations they represent comprise over two dozen of the nation's leading healthcare organizations that recognize the imperative to improve clinical workforce efficiency amidst significant economic and staffing challenges.

About the Role

In this role you will serve as a Tier 2 support professional ensuring that technical requests escalated via the support system are triaged and handled quickly and accurately. Working within a highly matrixed and collaborative environment you will troubleshoot technical issues. This is a mid to senior level position serving as an individual contributor.

What You’ll Do

Apply your technical knowledge to the triage, escalation and resolution of technical requests from clients and internal team mates
Respond promptly to requests, quickly assessing root cause, potential workarounds, and options for resolution
Readily available for live coverage as needed (Axuall supports Clinicians 8AM - 8PM EST)
Foster collaboration and impeccable communication among product management, engineering and support teams
Coordinate / follow up on internal requests and work in progress
Create and improve established and ad-hoc workflow for the triage and escalation of support tickets
Assess and develop internal tooling to provide visibility to underlying issues leading to support requests
Apply good practice in software testing to the identification and resolution of issues
Contribute to the growth of the team by bringing your best ideas for improvement and collaboration

What You’ll Bring

Candidates must demonstrate experience, results, and references in the following areas:

Experience with PostgreSQL or other relational databases.
Experience running scripts (Python, Bash)
Familiarity with RPA automation, SFTP, Systemd, and Ubuntu.
Familiar with logging and monitoring systems like Pagerduty and Sentry
Understanding of queue-based infrastructure including Celery
3-5 years experience troubleshooting and resolving tier 1 and tier 2 issues
3-5 years experience troubleshooting and resolving issues with APIs
Exposure to healthcare organizations and clinicians
Familiarity with provider credentialing a bonus
Located in Mountain or Pacific Time Zone, or willing to work mid-shift (12-8pm) if in EST

What You'll Get From Us

We offer a wide range of benefits for our team including:

Comprehensive Health Insurance
401(k) with Employer Match
Wellness Stipend
Professional Development Reimbursement
Work From Home Stipend
Remote Work Flexibility
Unlimited PTO
Paid parental leave

Axuall is committed to fostering a diverse, equitable, and inclusive workplace that reflects the communities we serve and empowers every employee to reach their full potential. We encourage DEI through our Diversity in Tech (DiT) Employee Resource Group along with impactful programming that supports and fosters a place of belonging for our team members every day.

Equal Employment Opportunity & Pay Equity Commitment

Axuall is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic. Axuall maintains pay-equity practices that prohibit reliance on salary history and require that compensation decisions be supported by legitimate, job-related factors.

Interview Path