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Product Support Engineer

United States

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. 

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

The Support Engineering team is within the Customer Support umbrella, whose mission is to properly scope and support all client engagements.  

Healthcare Product Support Engineers play a vital role in supporting our customers throughout the lifecycle of Komodo’s relationship. 

The best Support Engineers draw on skills across business systems analysis, communication, and technology. They can support technical customer strategy development by acting as an escalation point and routing mechanism for advanced customer support activities. They will also contribute heavily to the iteration of Komodo’s Product Support playbook, which will be used across the suite of products and services Komodo offers. This person should act as a champion of the customer, and draw together themes and findings, regularly,  to benefit the organization and our customers. 

Looking back on your first 12 months at Komodo Health, you will have…

  • Obtained a deep understanding of Komodo’s Healthcare Map, platform, and suite of products - especially focused deeply on data products
  • Developed an understanding of patient-level data and proficiency in our key offering areas, including patient journey, line of therapy, HCP segmentation, and market landscape assessments
  • Created and maintained Komodo’s Product support multi-tier playbook and knowledge base sourced from inbound customer support requests, and learnings. 
  • Maintained active engagement with stakeholders, including data product management, engineering, and commercial teams as well as  our external customers, to res
  • Solve time-sensitive and business-critical issues, including follow-up until resolved
  • Collaborated with internal data teams for any escalated requests  
  • Assisted with the transformation of Komodo’s technical support, service, and maintenance model, to improve effectiveness and efficiencies for all Dragons
  • Consolidated learnings often to provide recommendations for Komodo to implement

These are the essential job duties you will be responsible for …

  •  We work with customers to explain, analyze, and investigate application related questions.  Some of these are found in reference content,  though this role would be focused on what is NOT just easy to solve.  
  •  Over time, this role would establish more documentation and content for others in a Knowledge-Centered service fashion.  This role is not the first support tier, but rather would take the 2nd or 3rd tier of investigation, which is reserved for the most complex questions or issues that require someone with deeper product knowledge and subject matter expertise.  Interacting with the customer to understand their use case, and understand their goals is very important.  Managing cases with a Quarterback mentality is key.  You are the person who will keep the customer informed.  Customer Support’s goal is to provide top notch service at all times, with consistency and quality.

What you bring to Komodo Health:

  • Client service orientation: You understand client needs and how to help to address them
  • Strong communication skills: You are comfortable presenting to stakeholders at all levels (technical and non-technical) and distilling complex topics and analyses into easy-to-follow and compelling narratives
  • Healthcare or other related experience: You are familiar with life sciences needs, such as patient journey analytics, HCP engagement and segmentation, and market landscape assessments
  • Problem-solving skills: You demonstrate strong logical thinking and an ability to see patterns
  • Partnership mentality: You effectively collaborate with Account managers, Sales, Product, and clients to guide  results, and share feedback
  • Curiosity: You demonstrate an interest and aptitude for constant learning and regularly seek and welcome feedback and help from colleagues
  • Flexible attitude: You adapt to changing environments and solve problems from new angles; you know how to manage ambiguity
  • Consultative mindset: You identify and proactively offer recommendations based on observed insights
  • Familiarity with customer operational support systems; examples include Jira Service Management, Zendesk, Salesforce Service Cloud, etc
  • Ability to successfully manage multiple tasks and projects with high quality and grace under pressure, with a customer-centric mindset.  
  • Comfortable to collaborate and/or ask for help from colleagues or leaders when stuck on a problem
  • A passion for improving patient care and addressing unmet medical needs

#LI-Remote

The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands.

 

The starting annual base pay for this role is listed below. This position is also eligible for commissions in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy. 

San Francisco Bay Area and New York City:

$93,000 - $112,000 USD

All Other US Locations:

$81,000 - $105,000 USD

Where You’ll Work

Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options. 

What We Offer

Positions may be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors.

Equal Opportunity Statement

Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with 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. 

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