Technical support Engineer
About Certify :
Role Overview
We are looking for a Technical Support Engineer (TSE) who will do technical problem-solving for our customers and internal teams. This role bridges the gap between customers, operations, and engineering by troubleshooting platform issues, investigating data and integration problems, and ensuring timely resolution while maintaining strong SLAs.
The ideal candidate is technically strong, detail-oriented, customer-focused, and comfortable working in a fast-paced healthcare SaaS environment.
Key Responsibilities
Customer Ticket Support
Own and manage technical support tickets from intake to resolution using tools such as Zendesk / Jira.
Investigate and resolve platform issues, data discrepancies, automation failures, and workflow errors.
Clearly document findings, root causes, and resolutions for each issue.
Provide timely updates to customers and internal stakeholders to ensure transparency and confidence.
Technical Troubleshooting
Analyze logs, API responses, database records, and system behavior to identify root causes.
Perform SQL queries and data validation to support investigations.
Reproduce issues in lower environments when required.
Cross-Functional Collaboration
Work closely with Engineering, Operations, Product, and Customer Success teams to resolve complex issues.
Escalate bugs with clear reproduction steps, logs, and impact analysis.
Assist Ops teams by identifying technical vs process-driven issues and routing accordingly.
Monitoring Proactive Support
Proactively identify recurring issues and suggest preventive measures.
Participate in incident response, RCA creation, and post-incident reviews.
Documentation Process Improvement
Create and maintain internal documentation, runbooks, and troubleshooting guides.
Identify gaps in support processes and recommend improvements.
Help standardize ticket-handling procedures and best practices.
Required Qualifications:
Technical Skills
0-3 years of experience in Technical Support, Application Support, or Production Support for a SaaS platform.
Strong understanding of:
REST APIs, HTTP methods, status codes
JSON payloads and API debugging (Postman, curl, etc.)
Hands-on experience with SQL for data analysis and troubleshooting.
Familiarity with cloud-based environments (AWS, GCP, or Azure).
Experience using ticketing and issue-tracking tools (Zendesk, Jira, ServiceNow).
Domain Process
Experience supporting B2B SaaS products.
Understanding of SLAs, incident severity levels, and escalation management.
Communication Soft Skills
Excellent written and verbal communication skills.
Ability to explain technical issues clearly to non-technical stakeholders.
Strong ownership mindset with attention to detail.
Comfortable working with ambiguity and prioritizing effectively.
Nice-to-Have Skills
- Experience with Python scripts, automation, or log analysis.
- Knowledge of healthcare systems such as NPI, NPPES, CAQH, or payer workflows.
- Experience working in US business hours or overlap shifts.
- Familiarity with monitoring tools and dashboards.
What Success Looks Like in This Role
- High ticket resolution quality with minimal reopens.
- Consistent adherence to SLAs and response-time commitments.
- Clear, well-documented root cause analyses.
- Strong collaboration with Engineering and Ops teams.
- Proactive identification of recurring issues and improvement opportunities.
At Certify, were committed to creating an inclusive workplace where everyone feels valued and supported. As an equal opportunity employer, we celebrate diversity and warmly invite applicants from all backgrounds to join our vibrant community.
