Remote Support Engineer

Description:

• The Support Engineer role can be performed from any US jurisdiction where Axuall is registered to do business, with a preference for candidates in the Mountain or Pacific Time Zone.
• This is a remote-first position, but employees must attend an in-person orientation at the headquarters in Cleveland, Ohio, and may need to travel to HQ occasionally.
• The role involves serving as a Tier 2 support professional, ensuring that technical requests escalated via the support system are triaged and handled quickly and accurately.
• The position requires troubleshooting technical issues within a highly collaborative environment and is considered a mid to senior level individual contributor role.
• Responsibilities include applying technical knowledge to triage, escalate, and resolve technical requests, responding promptly to requests, and assessing root causes and potential workarounds.
• The Support Engineer will be available for live coverage as needed, fostering collaboration among product management, engineering, and support teams, and improving workflows for support ticket triage and escalation.
• The role also involves assessing and developing internal tooling for visibility into underlying issues and applying good practices in software testing.

Requirements:

• Candidates must have experience with PostgreSQL or other relational databases.
• Experience running scripts in Python and Bash is required.
• Familiarity with RPA automation, SFTP, Systemd, and Ubuntu is necessary.
• Candidates should be familiar with logging and monitoring systems like Pagerduty and Sentry.
• An understanding of queue-based infrastructure, including Celery, is required.
• A minimum of 3-5 years of experience troubleshooting and resolving tier 1 and tier 2 issues is necessary.
• Candidates must have 3-5 years of experience troubleshooting and resolving issues with APIs.
• Exposure to healthcare organizations and clinicians is preferred.
• Familiarity with provider credentialing is a bonus.
• Candidates must be located in the Mountain or Pacific Time Zone or be willing to work mid-shift (12-8pm) if in EST.

Benefits:

• Axuall offers comprehensive health insurance to its employees.
• A 401(k) plan with employer match is provided.
• Employees receive a wellness stipend to promote health and well-being.
• Professional development reimbursement is available for continued learning.
• A work-from-home stipend is offered to support remote work setups.
• The position includes remote work flexibility.
• Employees enjoy unlimited paid time off (PTO).
• Paid parental leave is provided to support family needs.