Tier 2 Support Engineer

What You’ll Do

• Apply your technical knowledge to the triage, escalation, and resolution of technical requests from clients and internal teammates.
• Respond promptly to requests, quickly assessing root cause, potential workarounds, and options for resolution.
• Readily available for live coverage as needed (Axuall supports Clinicians 8AM - 8PM EST).
• Foster collaboration and impeccable communication among product management, engineering, and support teams.
• Coordinate and follow up on internal requests and work in progress.
• Create and improve established and ad-hoc workflows for the triage and escalation of support tickets.
• Assess and develop internal tooling to provide visibility to underlying issues leading to support requests.
• Apply good practice in software testing to the identification and resolution of issues.
• Contribute to the growth of the team by bringing your best ideas for improvement and collaboration.

What You’ll Bring

• Familiarity with the following elements of a modern technology stack: Python, PostgreSQL, API tools such as Insomnia and Postman.
• Experience utilizing alerting and monitoring tools such as Sentry and Grafana.
• 3-5 years of experience troubleshooting and resolving tier 1 and tier 2 issues.
• 3-5 years of experience partnering with Engineering and Development Teams on escalated issues.
• 3-5 years of experience troubleshooting and resolving issues with APIs.
• Exposure to healthcare organizations and clinicians.
• Familiarity with provider credentialing is a bonus.