Tier I Support Engineer

Opportunity & Impact

Redox is on a mission to accelerate healthcare's transformation with useful data. Redox accelerates the development and distribution of healthcare products with a full-service integration platform to securely and efficiently exchange healthcare data. With just one connection, data can be transmitted across a growing network of 7,300+ provider organizations and 240+ healthcare products. Redox connections serve tens of millions of patient records per day, leveraging a single data standard compatible with more than 90 electronic health record systems.

Tier I Support Engineers are the first line of technical support for Redox customers, resolving day-to-day connectivity, configuration, and messaging issues and monitoring production feeds. As Redox shifts toward a more self-service support model, this role is central to that shift: you'll use your technical troubleshooting skills to diagnose issues quickly, and your communication skills to teach customers and technical partners how to use our self-service tools (config modifiers, log inspector, alerting, translation sets, etc.) to resolve issues themselves. You'll make a positive impact from day one as part of a collaborative and committed team.

• Work all tickets within the scope of a Tier I role, reaching out for support or escalating to Tier II for tickets that are outside or partially outside of scope, including:

• Instructing customers on how to update configurations or resolve issues themselves

• Basic connectivity (VPN/API) troubleshooting

• Connection and traffic questions and troubleshooting

• Message and error state issues

• Configuration updates

• Any other support ticket type, which may include reaching out to third parties on behalf of the customer

• Respond to and work critical support issues called in by customers during the day

• Manage work hour on-call shifts, including:

  • Responding to errors that page the on-call person
  • Monitoring paused and retrying queues
  • Answering calls
  • Serving as Incident Manager during major incidents, including sending customer emails and updating StatusPage
  • Taking after-hours on-call shifts (approximately one week every other month)

• Technical support experience

• Ability to learn quickly and think critically

• Comfortable reading and interpreting technical data (e.g., JSON, HL7v2, logs) to diagnose issues, even without building it from scratch

• A working understanding of APIs and web service protocols

• Strong communicator who can explain technical concepts clearly to both customers and internal teams; this role increasingly teaches customers how to use our tools rather than doing the work for them

• Organized and customer service oriented

• Comfortable using AI tools to support troubleshooting, documentation, and daily workflows; Redox is an AI-forward company and expects team members to actively use AI in their work

• Experience teaching, training, or documenting for a technical audience (e.g., supporting a self-service or dev tools product)

• Experience with HL7v2, C-CDA (CCD, QRDA, etc.), and other healthcare data formats

• VPN, network, or connection troubleshooting experience

• Relational databases and SQL queries

• JavaScript or another scripting language

• Experience in healthcare IT, ideally integration

Preferred:

• Jira/Confluence

• Zendesk