Support Engineer, Supplier

Nearly half of patients needing medical equipment at discharge don’t get it in time. The ordering process is too convoluted and is still primarily handled by fax. These inefficiencies lead to higher cost of care and poorer patient outcomes. In the most extreme cases, this equipment means life or death.

At Parachute Health, it is our mission to make sure that every patient gets what they need, when they need it. We achieve this by driving efficiency through digital connectivity into every aspect of the ordering process, making it delightfully simple.

We’re leading the charge with a platform that is 10 times faster than the status quo. We connect with major hospitals, payors, and suppliers of life-saving products. Our vision of a "delightfully simple" digital ordering experience for clinicians pushes us forward to transforming the world of post-acute care. 

Responsibilities

Technical Support & Issue Resolution

• Serve as the first level of technical escalation and expertise for Parachute Health’s Supplier Operational teams and customers.
• Troubleshoot and facilitate the resolution of issues, escalating to Tier 3 support (product engineering) when necessary.
• Develop and improve processes for efficient support triage and escalation.
• Utilize Datadog extensively and other monitoring and logging tools at your disposal for troubleshooting and debugging.
• Develop dashboards in Datadog

Subject Matter Expertise & Configuration Support

• Become the subject matter expert on Parachute Health’s configuration for supplier customers.
• Serve as the subject matter expert on proprietary Supplier API integrations for Operations.
• Serve as the subject matter expert for common supplier ERPs, such as Brightree and Bonafide.

Implementation & Process Improvement

• Support Operations in both existing and new supplier implementations via calls and emails.
• Identify inefficiencies in integration implementation and collaborate with internal implementation teams to enhance processes.

Documentation & Reporting

• Maintain proprietary external specifications and contribute to internal documentation.
• Provide data-driven reporting on issues to support prioritization and impact assessment.

Required Skills

Communication & Customer Interaction

1. Strong verbal and written communication skills.
2. Ability to liaise between technical and non-technical stakeholders.
3. Effective and proactive in responding to issues and communicating resolution to users.
4. Ability to translate user-reported issues into well-structured Jira tickets for engineering teams.
5. Experience working with customers of varying technical proficiency.

Technical Support & Troubleshooting

1. 2+ years of experience in technical customer support.
2. Strong analytical and problem-solving abilities.
3. Highly organized, capable of managing multiple issues concurrently and handling long-running requests.
4. Ability to locate and interpret technical documentation.

Technical Expertise & Tools

1. 2+ years experience (or equivalent certification) with application logging and monitoring tools (e.g. Datadog, Grafana).
2. Solid understanding of web-based API integrations (REST, JSON, SOAP, CSV).
3. Familiarity with API tools (e.g., Postman, Insomnia, Apigee, SoapUI).

Security & Compliance

1. Strong security mindset, with a commitment to data safety and prompt reporting of security concerns.

Work Ethic & Independence

1. Comfortable working in an ambiguous role with few in-house direct peers.
2. Self-driven and able to operate independently with little guidance.

Nice-to-Have Skills

Security & Compliance

1. Awareness of HIPAA, PCI, and security best practices related to patient health information, personally identifiable information (PII), and financial data.

Industry & Workflow Knowledge

1. Experience with supply chain management workflows (e.g., Brightree).
2. Experience creating workflow or sequence diagrams (e.g., Miro, Mermaid).

Technical Skills

1. Ability to read and write code (any language).
2. Familiarity with Ruby on Rails.
3. Some experience with SQL.
4. Understanding of Single Sign-On (SSO) fundamentals (SAML, JWT).

 

Salary:

Base: $90-120K

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We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.