Resolve customer technical issues within SLA, troubleshoot web applications and data-related problems, and maintain high customer satisfaction. Collaborate with R&D, Product, Customer Success, and Medical teams on complex escalations. Improve support processes, document solutions in the knowledge base, and contribute to troubleshooting methodologies. The role requires SQL and data analysis expertise, customer-facing communication, project management, and preferably programming and healthcare industry experience.
Description
Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. Thousands of clinicians across the United States already use Navina’s AI-powered solution that transforms complex and fragmented patient data into concise “patient portraits" and actionable clinical insights at the point of care. With Navina, physicians experience less burnout, reduce missed diagnoses, and can devote more time giving better care to their patients.
Navina has been named one of the Top 100 AI companies globally by CB Insights and made the list of the Top 50 Digital Health startups. We are already working with industry-leading value-based organizations including Privia Health and Agilon.
The Technical Support Engineer is a key contributor to our overall customer experience and our customers' product satisfaction. They are also the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI.
The ideal candidate is passionate about technology, troubleshooting, and customer success.
Responsibilities- Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction
- Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction
- Contribute to methodologies, best practices, and techniques to improve our support process
- Build and contribute to Navina’s technical support knowledge base.
- Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations.
- +4 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience
- Proven experience with SQL and data analysis - MUST
- Proven experience with debugging web applications
- Strong project management skills
- Excellent problem-solving and troubleshooting skills
- Proven excellent customer-facing communication skills (verbal and written)
- Familiarity with the US healthcare industry- Advantage
- Proven experience in programming (JavaScript, Python, Nodejs) - Advantage
What would you stand out?
- Experience with troubleshooting data pipelines and ETL processes.
- Experience in a fast-growing organization
- Strong presentation skills for all audiences; Ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas
- A can-do attitude
- Detailed oriented
You don’t need to meet 100% of the requirements to be a great fit. We believe in hiring people, not just checklists, and we value potential as much as experience. If this role excites you, we’d love to see your application!
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