Health Gorilla

USA

Posted on: 29 February 2024

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Customer Support Engineer

Want to revolutionize healthcare?

To create a healthcare system with effective health information exchange, healthcare organizations need more than a series of connections between each other. They need assurance that the data being exchanged is meaningful and to know it will be delivered when and where they need it.

Founded in 2014, Health Gorilla provides access to actionable patient data, supporting a diverse set of clinical use cases and improving outcomes across the country. We work with some of the leading companies in digital health, including Oscar Health, MEDITECH, Virta Health, and many others. Health Gorilla is one of the organizations whose application has been accepted for onboarding as a candidate Qualified Health Information Network and must now successfully complete testing and onboarding before official designation as a QHIN.

Want to revolutionize healthcare?

Health Gorilla is hiring a hands-on Customer Support Engineer who is passionate about helping our customers maintain their use of Health Gorilla's products. You will report to the Director of Solutions Architecture and will be the connection point between several teams at Health Gorilla in the context of customer-reported challenges, including Product, Engineering, Customer Success, and our Integration Engineers. Your technical skills will allow you to diagnose customer-reported issues and resolve or escalate them. You will become an expert in Health Gorilla's technical platform, its troubleshooting tools, and our product functionality. You will take a big-picture approach to each customer's challenges, identifying patterns, product enhancement opportunities, and documentation enhancement needs.

What you will do at Health Gorilla:

Become an expert in the Health Gorilla technical platform and product functionality
Apply technical experience to diagnose and resolve customer-reported issues
Work with the Engineering team to resolve complex issues requiring new development or advanced troubleshooting, tracking progress and keeping the customer updated throughout
Identify patterns in customer-reported issues and propose potential solutions to the Product team
Assist in the creation and upkeep of both internal and customer-facing documentation related to technical topics

What you bring to the role:

5+ years of experience in a customer support role
5+ years of experience in a technical role such as software development, database management, or solutions architecture
Understanding of APIs and common interface standards in a healthcare context
Knowledge of data exchange formats (XML and JSON)
Prior experience working with HL7 and FHIR interfaces preferred.
Strong troubleshooting skills
Ability to read systems and applications logs and interpret their content
Experience coordinating across multiple teams to resolve customer support issues
Must be authorized to work in the US without sponsorship

What You Will Love About Us!

Health Gorilla takes a market-based approach to pay, and the base salary range for this role is $130,000 to $150,000, based on experience and geography. Please note that ranges may be modified at any time, and there is no guarantee offers will be at the top of a posted range.
Discretionary bonus eligibility
New hire stock option grant
401(k) plan with matching
Unlimited PTO plus 12 Holidays
Medical, dental, and vision insurance for you and your family
Short-, long-term disability, and life insurance
Optional: Pet Insurance, Legal Services, and Credit Monitoring
Mental health and wellness support
Paid parental leave (up to 12 weeks)
Monthly stipend for phone and internet
Use of an Apple Laptop plus a $400 stipend for additional equipment
Annual learning & development reimbursement (up to $1,200 per year)
Flexibility to work remotely from anywhere in the US

Beware of job scams:

We will only contact you from our @healthgorilla.COM email address and communicate via phone or zoom
We will never ask you for money or to purchase items such as a laptop to work with us
If your resume has your home address listed, we recommend replacing with just a city, state

Our goal is to be a diverse workforce that is representative, at all job levels as we know the more inclusive we are, the better our product will be.

Health Gorilla is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, genetic information, or any protected category prohibited by local, state or federal laws.