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Open nowPosted 44 days ago

Client Success Engineer III (Advanced Support)

mPulse7 open roles

Where
United States
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Your applicationOpen nowClient Success Engineer III (Advanced Support)mPulse · United States

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The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market. mPulse postings stay open a median of 1 days.

Share of postings closed within
  1. 2.0%1 day
  2. 4.3%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 44 days ago

mPulse median: 1 days open

The posting

The Role: Client Success Engineer III (Advanced Support) role brings senior-level technical depth to the team. In addition to owning complex escalations and deep troubleshooting, these engineers drive continuous improvement in system reliability, develop operational workflows and scripts, and mentor junior engineers. Their presence is critical to managing the increased complexity introduced by the North and East transition.

Location: Fully remote

Duties/Responsibilities:

Diagnose and solve technical problems reported by customers or internal teams. Communicate with customers via tickets, emails, and working session calls, guiding them through solutions and providing technical support. Perform deep technical troubleshooting to investigate the root cause of issues, document solutions, and create knowledge bases for future reference. Monitor systems for potential issues and proactively address them to prevent downtime Collaborate with engineering, product management, and customer success to identify solutions and implement improvements, escalate issues and track defect fix delivery Develop and maintain accurate and comprehensive documentation, knowledge base articles, and training materials. Provide On call support in rotation with rest of the team members Mentor junior engineers on the team.

Skills/Abilities/Experience:

Strong knowledge of and working experience with cloud-native architectures, database solutions, distributed systems and advanced programming concepts Ability to collaborate with and drive initiatives with a cross-functional teams Proven expertise in designing and managing Product Support teams for HealthCare Technology Systems. Strong skills with advanced SQL and APIs Hands-on experience supporting high-traffic Health Care Web Sites and Systems. Strong communication abilities to create client-facing responses. Strong problem-solving skills with a focus on deep technical troubleshooting and continuous improvements in system reliability Ability to manage multiple open issues and prioritize effectively Proficiency in leveraging observability and monitoring tools for proactive system health management. Skilled in script development, escalation response, and operational workflows. Strong communication abilities to articulate complex technical concepts to diverse stakeholders. Demonstrated success implementing and optimizing Product Support Escalation and On Call Coverage

Minimum Qualifications:

Bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience 6-8 years' experience in technical client Support, technical product support Hands-on experience with cloud platforms (AWS, Azure, or GCP) 4-6 years' Experience with any of these database technologies, such as SQL, Elasticsearch, Open Search, PostgreSQL or Kibana, mongoDB, Oracle , mySQL Experience with web development technologies including Java, Pearl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, K8S. Working experience with monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager, Grafana) Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce) Nice to have: Familiarity with healthcare IT systems or HIPAA compliance is a plus Nice to have: Familiarity with HL7/FHIR standards, TCP

Physical Requirements:

Ability to stand and sit for extended periods. Ability to lift 10 lbs. weight.

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