We are seeking a dynamic, proactive, and collaborative Junior Support Engineer to join a growing team focused on solving programmatic needs across the financial health reimbursement cycle. This role provides crucial technical support, system monitoring, and operational assistance for both internal users and external clients.

• Location: Remote (Within US Only), equipment provided.
• Employment Type: Full-time
• Schedule: Monday – Friday, 8:00 AM – 5:00 PM EST (Required)
• Hourly Salary: $25.00 – $28.00

Key Responsibilities: Monitoring, Troubleshooting, and Knowledge Sharing

You will be the first line of defense, ensuring smooth operations, system performance, and a great customer experience. It’s the perfect place to start if you enjoy solving puzzles under pressure.

• System Monitoring & Support:
  • Respond to and troubleshoot issues reported by monitoring systems or users in a timely manner.
  • Assist in monitoring system performance and health, proactively identifying and addressing issues.
  • Escalate issues to senior engineers when necessary and track progress to resolution.
• Documentation & Reporting:
  • Maintain and update documentation for processes and troubleshooting steps.
  • Document resolutions and troubleshooting procedures in the knowledge base.
  • Generate reports on system performance, incidents, and other relevant metrics.
• Collaboration: Communicate effectively with development teams, operations staff, and clients to understand and resolve operational challenges. Maintain a positive and professional demeanor with users .

Required Skills & Knowledge:

The ideal candidate possesses strong foundational technical knowledge combined with excellent soft skills necessary for customer support.

• Technical Knowledge (Foundational):
  • Basic understanding of operating systems (Windows, Linux), software applications, and hardware components.
  • Familiarity with SQL, PowerShell, or Python is a plus, showing a willingness to learn automation.
• Problem-Solving: Ability to troubleshoot and diagnose technical issues with a systematic and logical approach in a fast-paced environment.
• Communication & Customer Service: Strong verbal and written communication skills, capable of explaining technical issues to non-technical users while maintaining a customer-focused approach.
• Preferred Qualifications: Experience with ticketing systems or help desk tools, previous technical support experience, and exposure to scripting or automation tools.