Support Engineer

About Us: Carefeed is the all-in-one technology platform that helps senior living and long-term care providers simplify daily operations across every community. It automates and organizes the work teams handle each day so they are not relying on paper, spreadsheets, calls, emails, or disconnected tools. 

Communities use Carefeed for communication, e-signatures, payments, surveys, training, and reporting in a single connected system. It integrates with EHR and HR systems and uses AI to reduce manual work, giving teams hours back each week to spend more time with residents, while also giving families the information they need. 

Trusted by thousands of communities across the US and Canada, Carefeed is simple to learn, powerful to use, and built for the pace and pressure of multi-community care. 

About the Opportunity:  Carefeed is seeking a Support Engineer to join our growing team and serve as a bridge between our engineering, product and client experience teams. As a Support Engineer, you’ll investigate and fix client issues, design and implement changes to avoid future problems, and advocate for Carefeed’s clients to the rest of the company.  

In this role, you’ll split your time between fixing client issues and building tools to help prevent issues in the future. This role sits in our Integrations engineering team, where you’ll use your experience supporting our integrations to help us make future implementations more resilient.  

This role is well-suited for recent college or coding bootcamp graduates who are eager to start a career in software development. Our goal is to help team members in this role build the skills and experience to grow into future engineering positions at Carefeed. 

Responsibilities: 

• Solve client issues. Your primary day-to-day responsibility will be to act as escalation support for Carefeed’s client experience team. Investigate and fix client issues as they arise. 
• Design and implement tools and fixes. Build tools to help you and the rest of the Carefeed team detect client issues or prevent them before they arise. 
• Assist in onboarding and offboarding clients. Assist in the technical setup of new clients as needed. As with client issues, you’ll be encouraged to develop tooling to automate this. 
• Collaborate cross-functionally with clients and Carefeed team members to understand requirements, resolve issues, and deliver high-quality outcomes. 
• Contribute to continuous improvement, sharing insights and feedback to strengthen processes, systems, and team collaboration.  

Skills: 

• Excellent communication skills. You must be able to convey complex technical concepts clearly, both verbally and in writing, to technical and non-technical audiences. 
• Strong debugging skills, particularly relating to 3rd-party integrations. You will regularly need to collate information from SQL databases, remote server logs and client reports in order to reproduce and fix issues. 
• Experience programming web applications. Carefeed works primarily in PHP and Typescript. Experience in these languages is a plus but not required. 
• Experience with Unix-based systems (MacOS or Linux) and Internet protocols like DNS and SMTP is a plus. 

Qualifications: 

• 2+ years in a technical support, client success or software development role 
• Experience in a startup environment or healthcare industry is a plus. 
• Proven track record of providing excellent client service and handling challenging client situations with professionalism. 
• Bachelor's degree in computer science, information technology, or related field, or equivalent practical experience. 
• Experience working in SaaS or enterprise software environments. 

Work Location: Chicago, IL 

FLSA Status: Full-time, Exempt 

What You’ll Love:  

• Join a fast-growing startup making a real impact in the lives of senior care providers and their communities 
• Comprehensive medical, dental, and vision insurance to support your health and well-being 
• 401(k) plan to help you plan for the future 
• Paid vacation, sick time, and company-paid holidays to support work-life balance 
• A culture that values growth and development, with opportunities to grow your career as we scale 

Carefeed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.