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Associate Production Support Engineer, Tier I

4 weeks ago
United States
Full-time
Entry Level
Technical Support Engineer
DevOps and Infrastructure
Confluence JavaScript JIRA JSON REST API SQL
Apply Now
Redox

Redox

Redox is a top integration platform enabling seamless interoperability between healthcare software and EHRs, accelerating implementations, reducing costs, and empowering healthcare innovators to bring cutting-edge solutions to market efficiently.

Internet Software & Services
51-250
$95M raised
View All Jobs 10

Description

  • Resolve Tier I customer support tickets involving connectivity, traffic, messages, errors, and configuration updates.
  • Teach customers and technical partners to diagnose and resolve issues using self-service tools.
  • Troubleshoot basic VPN and API connectivity problems and interpret production data and errors.
  • Respond to critical support issues reported during business hours.
  • Monitor production feeds, paused queues, retry queues, and on-call alerts.
  • Participate in work-hour and after-hours on-call rotations, approximately one week every other month.
  • Serve as Incident Manager during major incidents, including customer communications and StatusPage updates.
  • Escalate issues outside Tier I scope to Tier II or other appropriate teams.
  • Contact third parties on behalf of customers when needed.

Requirements

  • Technical support experience.
  • Ability to learn quickly, think critically, and troubleshoot systematically.
  • Ability to read and interpret JSON, HL7v2, logs, and other technical data.
  • Working knowledge of APIs and web service protocols.
  • Strong written and verbal communication skills for explaining technical concepts to customers and internal teams.
  • Organized, customer-service-oriented approach.
  • Comfort using AI tools for troubleshooting, documentation, and daily workflows.
  • Experience teaching, training, or documenting for technical audiences is preferred.
  • Experience with HL7v2, C-CDA, healthcare data formats, VPNs, networking, SQL, relational databases, JavaScript, or another scripting language is preferred.
  • Healthcare IT or healthcare integration experience and familiarity with Jira/Confluence or Zendesk are preferred.
  • Must be eligible to work in the U.S. and reside and work in the continental U.S.

Benefits

  • 100% remote-first culture for U.S.-based employees.
  • Unlimited flexible time off, 15+ observed holidays, and monthly guaranteed three-day weekends.
  • Six-week paid R^Charge sabbatical with stipend.
  • Medical, dental, and vision coverage from day one, plus HSA/FSA, life, disability, medical travel, and employee assistance benefits.
  • 401(k) match of 50% up to 8% starting on day one.
  • 16 weeks of paid parental leave.
  • Productivity stipend, wellness fund, company events, issued MacBook, stock options, and employee referral bonus program.

Interested in this position?

Apply directly on the company website

Apply Now

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