Foundation Health is transforming healthcare through an AI-powered digital pharmacy platform and is seeking a Support Engineer to establish its support practice and drive operational excellence for B2B customers. This role is a key bridge between the customer experience and the engineering team.

• Location: United States – Remote
• Employment Type: Full-time
• Work Eligibility: Must be authorized to work in the United States without current or future sponsorship.

The company leverages a modern, scalable tech stack heavily focused on managed and serverless services in Google Cloud Platform (GCP), including Cloud Run, Cloud Functions, PubSub, Cloud Tasks, and API Gateway, using Node.js with Typescript and SvelteKit.

What You’ll Be Doing: Escalation, Debugging, and Automation

You will be the primary technical responder, responsible for triaging complex issues, finding root causes, and creating automation to improve support processes.

• Primary Escalation: Act as the primary escalation point for customer issues, triaging tickets and coordinating fixes.
• Investigation & Root Cause: Investigate incidents by analyzing logs, tracing code, and replicating reported issues to pinpoint root causes.
• Engineering Partnership: File concise, actionable bug reports and partner with software engineers to verify and deploy fixes.
• Automation: Build and maintain tools that automate routine diagnostics and common support tasks.
• Service Health: Participate in the US on-call rotation (one week rotations, covering 12-hour windows).
• Knowledge Base: Contribute to internal documentation and customer knowledge-base articles to improve self-service.

Essential Qualifications:

This role requires a technical foundation in supporting cloud-based, API-centric products, with strong debugging and communication skills.

• Experience: 2+ years in technical support for a SaaS or API-centric product.
• On-Call Experience: Experience contributing to on-call rotations and helping maintain service health under pressure.
• Technical Skills: Strong code debugging and SQL skills. Comfort navigating logs and finding related entries.
• Communication: Clear, concise written communication and the ability to clearly communicate highly technical issues to non-technical audiences.

Desirable Experience:

• Experience with HIPAA, SOC 2, or similar compliance regimes (relevant to the healthcare industry).
• Experience building internal support tooling.
• Experience working with serverless technologies (GCP preferred) or containerized apps (Docker).
• Experience working in the Healthcare or eCommerce industry.