​This is a senior, full-time Technical Support Engineer role at Navina, a fast-growing digital health SaaS company that utilizes AI to create “patient portraits” and clinical insights for physicians. The engineer is a key contributor to customer satisfaction, responsible for resolving daily customer issues and serving as the first line of defense for R&D. The role requires proven experience in technical support, strong troubleshooting abilities, and mandatory skills in SQL and web application debugging.

• ​Location: Remote (U.S. East Coast time zone or available to work East Coast hours).
• ​Experience: 4+ years of experience in a customer-facing Tech Support, Integration, or Services role at a SaaS company.
• ​Focus: Resolving daily customer issues within SLA, using SQL and web application debugging for troubleshooting, and collaborating closely with R&D, Product, and Medical teams for complex escalations.

​Responsibilities: Resolution, Collaboration, and Improvement

​The engineer maintains high customer satisfaction while proactively improving the support ecosystem.

• ​Customer Resolution: Resolve customer issues daily, ensuring timely responses (SLA) and maintaining high levels of customer satisfaction.
• ​Cross-Functional Work: Work closely with R&D, Product, Customer Success, and the Medical team for complex problem-solving and time-sensitive escalations.
• ​Knowledge Contribution: Build and contribute to Navina’s technical support knowledge base.
• ​Process Improvement: Contribute to methodologies, best practices, and techniques to improve the support process.

​Required and Advantageous Qualifications

​The role requires mandatory data and web application debugging experience, with healthcare and programming skills being a strong advantage.

• ​Mandatory Technical Skills:
  • ​Proven experience with SQL and data analysis — MUST.
  • ​Proven experience with debugging web applications.
• ​Experience: 4+ years in a customer-facing Tech Support/Services role at a SaaS company.
• ​Soft Skills: Strong project management skills, excellent problem-solving and troubleshooting skills, and proven excellent customer-facing communication (verbal and written).
• ​Advantageous Skills:
  • ​Familiarity with the US healthcare industry.
  • ​Proven experience in programming (JavaScript, Python, Node.js).
  • ​Experience with troubleshooting data pipelines and ETL processes.