Support Engineer | Remote

About Mozzaz

Mozzaz is digital health technology company that specializes in patient engagement solutions for complex care programs and services. We work with healthcare organizations, payers, and providers to enhance patient engagement models through digital “connected-care” experiences driving positive health outcomes at reduced costs.

About What We Offer

Mozzaz offers you the opportunity to be part of a fast growing, interesting, innovative, company, a highly competitive compensation package which includes a competitive salary and group health benefits. Most importantly, Mozzaz offers career growth!  Show us what you can do, and we will help you do it!

About You

You are an enthusiastic and motivated team player, embracing the start-up challenges of a highly innovative work culture. Flexibility and agility will be key to your success. Your education, skills, and abilities match our requirements as listed below.

Roles and Responsibilities

• You will be primarily responsible for Tier 2 and Tier 3 support issues which includes in-depth technical investigation, fixing issues and providing working solutions (including interim application builds) until a longer-term solution is launched by the core engineering team
• You will also be responsible for building and improving the maturity of the platform’s debugging and diagnostics capabilities using third party and/or custom tools, for example, using network diagnostics to track poor video call performance in a customer environment
• You will work closely with the engineering team to improve the platform’s logging and monitoring infrastructure using tools such as Splunk, ELK, Datadog etc.
• You will be responsible for reporting a weekly summary of outstanding customer support issues to the internal team and senior management
• You will do what it takes to improve customer experience by responding to support issues promptly; you have a customer-first attitude!
• Your solutions and recommendations during the debugging process will be thorough and will demonstrate detailed-oriented thinking; you will have a plan for next steps in the debug workflow
• You will always act with personal integrity; your approach to fixing support issues should result in positive customer experience!

Your background and experience

• Bachelor’s degree in Computer Science, Software Engineering, or a related field
• 3+ years of software support experience – troubleshooting complex issues in enterprise web applications and consumer facing mobile applications (iOS and Android)
• 4+ years of programming experience in languages such as C#, JS, Java, SQL etc.
• 3+ years of experience in web and/or mobile application development – API development, data modeling
• Experience with JIRA Service Desk or other support desk applications
• Proven experience working directly with customers and customer-facing teams

Nice to have!

• Experience working on healthcare enterprise applications and/or applications in a regulated industry
• Knowledge of integration software for data exchange with third-party platforms via API, SFTP etc.
• Experience defining support workflows and improving support process maturity in a small organization

The ideal candidate must be agile and comfortable working in a dynamic, start-up environment, and has led engineering customer support at a start-up.