Application Support Engineer

Job Title: Application Support Engineer

CareMonitor is building a next-generation Health informatics software platform that improves health care quality. The platform is developed and maintained by our engineering team, spread across the globe. Our business team in Australia drives product research. As part of the strong customer focus, we're growing the team, and we're looking for another intelligent & passionate support engineer to come on board.

The CareMonitor Support Team provides technical support to Enterprise SaaS corporate (Health Professionals) and their customers (Patients).

Customer Support at CareMonitor is an integral part of our core services - those who occupy this role are embedded within the Engineering department and truly operate in an environment where Support and Engineering meet. You'll interact with customers daily as they encounter the problematic edge cases of using the CareMonitor SaaS platform. You will interact with the Product team to ensure that steps in a bug report are reproducible or interact with the Engineering team by diving deep into our codebase and putting together a merge request to fix the issue. That's not all, though - you'd equally be invited to improve our documentation, help build out more efficient support processes in our issue tracker, and dive into the cutting-edge technologies that will define how we will do work tomorrow. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.

You Should Apply If

• You're a natural communicator and delight in using those skills to help others.
• Experience in supporting a SaaS platform.
• You love exploring new technologies and figuring things out the hard way.
• You've got 3+ years of experience in application support or other service-oriented customer-facing roles.
• You have experience writing support content.
• You have experience managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution.
• You have experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
• You're comfortable using support platforms such as Freshdesk.
• You're able to communicate complex technical topics to customers and coworkers of varying technical skill levels.
• You have experience with some of the following: NodeJS, Postgres, Git, CI/CD, AWS, Uptime monitoring.