Back to jobs

Support Engineer

Remote - US (Central or Eastern Time)

Working hours: Monday - Friday, 8:00am - 4:30pm ET

About Axuall

Built with leading healthcare systems, Axuall is a clinical workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth organizations, and health plans to accelerate clinician onboarding, improve hiring and workforce planning, and maintain accurate provider data across enterprise systems. By delivering trusted data, AI-powered insights, and seamless data exchange, Axuall empowers healthcare organizations to improve operational efficiency, strengthen clinical coverage, and support revenue capture. Axuall's investors and the organizations they represent comprise over two dozen of the nation's leading healthcare organizations that recognize the imperative to improve clinical workforce efficiency amid significant economic and staffing challenges.

About the Role

In this role you will serve as a Tier 2 support professional ensuring that technical requests escalated via the support system are triaged and handled quickly and accurately.  Working within a highly matrixed and collaborative environment you will troubleshoot technical issues.  This is a mid to senior level position serving as an individual contributor. 

What You’ll Do

  • Apply your technical knowledge to the triage, escalation and resolution of technical requests from clients and internal team mates 
  • Respond promptly to requests, quickly assessing root cause, potential workarounds, and options for resolution 
  • Readily available for live coverage as needed (Axuall supports Clinicians 8AM - 8PM EST)
  • Foster collaboration and impeccable communication among product management, engineering and support teams 
  • Coordinate / follow up on internal requests and work in progress
  • Create and improve established and ad-hoc workflow for the triage and escalation of support tickets  
  • Assess and develop internal tooling to provide visibility to underlying issues leading to support requests
  • Apply good practice in software testing to the identification and resolution of issues
  • Contribute to the growth of the team by bringing your best ideas for improvement and collaboration 

What You’ll Bring

  • Familiarity with the following elements of a modern technology stack: Python, PostgreSQL, API tools such as Insomnia and Postman
  • Experience utilizing alerting and monitoring tools such as Sentry and Grafana
  • 3-5 years experience troubleshooting and resolving tier 1 and tier 2 issues 
  • 3-5 year experience partnering with Engineering and Development Teams on escalated issues
  • 3-5 years experience troubleshooting and resolving issues with APIs 
  • Exposure to healthcare organizations and clinicians
  • Familiarity with provider credentialing a bonus

Interview Path

  1. Talent Acquisition
  2. Senior Support Engineer
  3. Hiring Manager
  4. Technical Assessment 
  5. References
  6. Hiring Decision

What You'll Get From Us

We offer a wide range of benefits for our team including:

  • Comprehensive Health Insurance
  • 401(k) with Employer Match
  • Wellness Stipend
  • Professional Development Reimbursement
  • Work From Home Stipend
  • Remote Work Flexibility
  • Flexible PTO
  • Paid parental leave

In addition, Axuall is committed to fostering a diverse, equitable, and inclusive workplace that reflects the communities we serve and empowers every employee to reach their full potential. We encourage DEI through our Diversity in Tech (DiT) Employee Resource Group along with impactful programming that supports and fosters a place of belonging for our team members every day.

Equal Employment Opportunity & Pay Equity Commitment

Axuall is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic. Axuall maintains pay-equity practices that prohibit reliance on salary history and require that compensation decisions be supported by legitimate, job-related factors.

This role may be performed from any U.S. jurisdiction in which Axuall is registered to do business. Please note that certain localities may impose additional employment requirements that will be addressed during the hiring process. Please also note that we are currently unable to sponsor visas. While this role is remote-first, we require employees to attend an in-person orientation at our headquarters in Cleveland, Ohio. There may also be occasional instances where travel to our HQ is needed.

Pay Transparency & Compensation

Base Salary Range (Good-Faith Estimate): $80,000 - $92,000
Classification: Full Time
Additional Compensation: Equity incentive plan participation upon hire
Pay Frequency: Semi-monthly

The posted range represents Axuall’s reasonable and good-faith estimate of the compensation the Company expects to pay for the position at the time of this posting. Actual compensation will be based on factors such as job-related knowledge, skills, experience, and internal equity.

Create a Job Alert

Interested in building your career at Axuall? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Please also note that we are currently unable to sponsor visas.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Axuall’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...