Back to jobs
New

Product Support Engineer

New York

About us

Thesis is building the AI-powered care team platform for infinitely scalable clinical capacity. We radically increase access and improve quality of care by combining AI agents with clinical experts to take on high-impact clinical operations and care management activities for healthcare organizations.

We’re based in NYC, are growing rapidly, and are backed by $60 million in funding from Oak HC/FT, CRV, Black Opal Ventures, and experienced C-level healthtech angel investors.

About the role

We are looking for a customer-obsessed Support Engineer to keep Thesis's live client deployments running smoothly. You will be the technical owner for existing clients' issues, configuration changes, and customizations: diagnosing problems, shipping fixes, and making sure every client gets a fast, high-quality resolution. This is a hands-on engineering role for an AI native builder who enjoys digging into unfamiliar code, working directly with customers, and turning recurring pain into durable product improvements. You will work closely with our core engineering team and help shape how Thesis supports clients as we scale.

Responsibilities

  • Own client issue resolution: Triage, debug, and resolve technical issues reported by existing clients across our frontend, backend services, integrations, and data flows, from first report through verified fix in production.
  • Ship client customizations and fixes: Implement client-specific configurations, workflow changes, and bug fixes in our TypeScript/Node.js and React codebase, following our code review and release standards.
  • Debug across the stack: Investigate problems using logs, monitoring, database queries, and test environments, including issues in EHR/data integrations and our AI/LLM-powered features.
  • Partner with engineering and customers: Act as the technical point of contact for client issues, communicate status and root cause clearly, and escalate with full context when a problem needs core engineering.
  • Turn recurring issues into improvements: Spot patterns in client requests, advocate for product fixes, and build internal tools, scripts, and automations that reduce repeat work.
  • Build the support playbook: Create and maintain runbooks, troubleshooting guides, and internal documentation so issues are resolved faster and more consistently over time.
  • Protect sensitive data: Handle client and patient data in line with HIPAA and Thesis's security practices in everything you touch.

We expect you to have

  • Technical foundation: 2+ years of professional experience as a software engineer, support engineer, or solutions engineer working on production B2B SaaS.
  • Hands-on coding ability: Comfort reading and changing an existing codebase, with working experience in TypeScript/JavaScript, Node.js, and React; Python is a plus.
  • Debugging and data skills: Strong troubleshooting instincts across web apps, APIs, and cloud infrastructure, plus solid SQL (Postgres preferred) for investigating data issues.
  • Modern toolkit familiarity: Experience with RESTful or RPC-based APIs, AWS or similar cloud platforms, logging/monitoring tools, and ticketing systems such as Linear, Jira, Zendesk, or Pylon.
  • Customer empathy: A track record of working directly with customers, managing escalations calmly, and owning issues until they are fully resolved.
  • AI fluency: Familiarity with LLM-based products and interest in using AI tools to debug and resolve issues faster.
  • Healthcare experience (a plus): Experience in healthcare, or working with sensitive data in regulated environments (HIPAA, PHI), is a plus. A strong interest in learning healthcare workflows and integrations is expected.
  • Clear communication: Ability to explain technical root causes and fixes clearly to both engineers and non-technical client stakeholders, in writing and live.
  • NYC-based: You are based in New York and available to work in-office ~3 days per week.

Target compensation for this role is $120–$140k, plus bonus, equity and a generous benefits package.

Thesis Care is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.



Create a Job Alert

Interested in building your career at Thesis? 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

Cover Letter

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

Select...
Select...
Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.
Select...
Select...
Select...
Select...
Select...
Select...

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 Thesis’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...