Support Engineer

About Carrot:

Carrot is a global, comprehensive fertility and family care platform, supporting members and their families through many of life's most memorable moments. Trusted by many of the world’s leading multinational employers, health plans, and health systems, Carrot’s proven clinical program delivers exceptional outcomes and experiences for members and industry-leading cost-savings for employers. Its award-winning products serve all populations, from preconception care through pregnancy, IVF, male factor infertility, adoption, gestational carrier care, and menopause. Carrot offers localized support in over 170 countries and 25 languages. With a comprehensive program that prioritizes clinical excellence and human-centered care, Carrot supports members and their families through many of the most meaningful moments of their lives. Learn more at get-carrot.com.

The Role: 

Carrot Fertility is seeking a Support Engineer to join our Engineering team at the intersection of Support and Engineering. In the course of a day, they might execute steps in a pre-defined on-call runbook, work with the Product team to reproduce a bug report, or collaborate with Engineering by diving deep into the codebase.

That’s not all, though. We’re looking for someone who can also spot opportunities to improve support processes, automate repetitive tasks, and use AI to help solve problems faster and more effectively. This role is a great opportunity to apply technology to real-world issues, connect systems in smart ways, and shape how we work going forward.

The Team: 

Our support engineers are embedded within the engineering team at Carrot. By working alongside the team best equipped to fix major root causes, our support engineers will empower a strong feedback loop into our product.

Minimum Qualifications: 

Strong communication skills with ideally  2+ years of experience in a technical support or other service-oriented customer facing role.

• Experience building workflows in tools such as Slack, Jira, and Zapier

Experienced in writing support content

• Experience being on-call and can jump into a complex situation, making sense of and communicating clearly to stakeholders what's going on.
• Intermediate SQL Capabilities (if you understand how a ‘join’ works, you will be effective)
• Experienced with Git and CI/CD

Preferred Qualifications:

• Experience using AI tools and integrating AI into workflows and solutions
• Proven experience with monitoring, error reporting, and observability tools to diagnose and resolve issues within support environments.
• Experience building an MVC framework based application
• C#, .NET Core
• JS + Typescript, React

 

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $75,000.00 - $90,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. 

Fraud and Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-carrot.com

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcare’s Innovators. Carrot’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great Place to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Learn more at carrotfertility.com.