{"id":696,"date":"2025-12-02T12:29:33","date_gmt":"2025-12-02T12:29:33","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=696"},"modified":"2025-12-02T12:29:36","modified_gmt":"2025-12-02T12:29:36","slug":"technical-support-engineer-ai-powered-digital-health-saas","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-ai-powered-digital-health-saas\/","title":{"rendered":"Technical Support Engineer \u2013 AI-Powered Digital Health SaaS"},"content":{"rendered":"\n<p>\u200bThis is a senior, full-time <strong>Technical Support Engineer<\/strong> role at Navina, a fast-growing digital health SaaS company that utilizes AI to create &#8220;patient portraits&#8221; 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&amp;D. The role requires proven experience in technical support, strong troubleshooting abilities, and mandatory skills in SQL and web application debugging.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote (U.S. East Coast time zone or available to work East Coast hours).<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> <strong>4+ years<\/strong> of experience in a customer-facing Tech Support, Integration, or Services role at a SaaS company.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Resolving daily customer issues within SLA, using <strong>SQL and web application debugging<\/strong> for troubleshooting, and collaborating closely with R&amp;D, Product, and Medical teams for complex escalations.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bResponsibilities: Resolution, Collaboration, and Improvement<\/h3>\n\n\n\n<p>\u200bThe engineer maintains high customer satisfaction while proactively improving the support ecosystem.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Customer Resolution:<\/strong> Resolve customer issues daily, ensuring timely responses (SLA) and maintaining high levels of customer satisfaction.<\/li>\n\n\n\n<li>\u200b<strong>Cross-Functional Work:<\/strong> Work closely with <strong>R&amp;D, Product, Customer Success, and the Medical team<\/strong> for complex problem-solving and time-sensitive escalations.<\/li>\n\n\n\n<li>\u200b<strong>Knowledge Contribution:<\/strong> Build and contribute to Navina\u2019s technical support <strong>knowledge base<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Process Improvement:<\/strong> Contribute to methodologies, best practices, and techniques to improve the support process.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bRequired and Advantageous Qualifications<\/h3>\n\n\n\n<p>\u200bThe role requires mandatory data and web application debugging experience, with healthcare and programming skills being a strong advantage.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Mandatory Technical Skills:<\/strong>\n<ul class=\"wp-block-list\">\n<li>\u200bProven experience with <strong>SQL and data analysis \u2014 MUST<\/strong>.<\/li>\n\n\n\n<li>\u200bProven experience with <strong>debugging web applications<\/strong>.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> <strong>4+ years<\/strong> in a customer-facing Tech Support\/Services role at a SaaS company.<\/li>\n\n\n\n<li>\u200b<strong>Soft Skills:<\/strong> Strong <strong>project management skills<\/strong>, excellent problem-solving and troubleshooting skills, and proven excellent customer-facing communication (verbal and written).<\/li>\n\n\n\n<li>\u200b<strong>Advantageous Skills:<\/strong>\n<ul class=\"wp-block-list\">\n<li>\u200bFamiliarity with the <strong>US healthcare industry<\/strong>.<\/li>\n\n\n\n<li>\u200bProven experience in programming (<strong>JavaScript, Python, Node.js<\/strong>).<\/li>\n\n\n\n<li>\u200bExperience with <strong>troubleshooting data pipelines and ETL processes<\/strong>.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis is a senior, full-time Technical Support Engineer role at Navina, a fast-growing digital health SaaS company that utilizes AI to create &#8220;patient portraits&#8221; 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&amp;D. The [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[42,1440,45],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[73,1036,3316,3315,855,128,254,167,3314],"class_list":["post-696","jobpost","type-jobpost","status-publish","hentry","jobpost_category-ai-artificial-intelligence","jobpost_category-customer-success","jobpost_category-software-engineering","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-ai","jobpost_tag-digital-health","jobpost_tag-healthcare-industry","jobpost_tag-remote-east-coast-2","jobpost_tag-saas","jobpost_tag-sql","jobpost_tag-technical-support-engineer","jobpost_tag-troubleshooting","jobpost_tag-web-application-debugging"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/696","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=696"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=696"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=696"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=696"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=696"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}