Lead Support Engineer

Remote / San Francisco /
Engineering – Engineering /
Full time
About the role:
Welkin Health is looking for a customer and product obsessed Lead Support Engineer. In this role, you will play a key role in defining how Welkin support is delivered to our customers. You will be an individual contributor driving support activities across existing teams.You will own the day to day technical support, as well as the processes and structure that help the team be efficient, stable, and effective as it scales. You will interact directly with customers and collaborate closely with our Customer Success, Product, and Engineering teams. You will report to the VP of Engineering. 

The ideal candidate has deep experience in SaaS B2B technical support organization, is a detail-oriented self-starter who is analytical, data-driven, and has the ability to achieve superior outcomes through collaboration and individual contributions. 

Here’s what you’ll be doing:

    • Actively monitor our support channels (JSM) 
    • Directly interface with customers at points of escalation or critical issues.
    • Partner with appropriate teams on customer issues and escalations and their current status and/or resolution.
    • Implement process and tool changes that streamline operations, monitor progress, and measure success.
    • Contribute to customer support offerings outside your purview, including an effective knowledge base, FAQs, and other self-help mechanisms.
    • Mentor talent to build a high performing team that manages customer requests efficiently and effectively.
    • Coordinate staff schedules to cover support team hours and so adequate call and support coverage is maintained at all times.
    • Actively build your Welkin Product knowledge, diving into the more technical elements with fearlessness and enthusiasm. Over time, become an expert in the more complex aspects of our product, including Customer configurations.
    • Synthesize key insights, identify improvement opportunities, and begin to implement operational changes.
    • Establish productive cross-functional working relationships by bringing value to cross-functional discussions; begin to influence other leadersDevelop reporting processes and distribute key metrics to leadership.
    • Nurture a team culture that continuously seeks methods and processes that will improve the customer experience, rather than just "firefighting" customer issues

Here’s what you need to be successful:

    • 3-5 years of work experience in a customer-facing SaaS technical support role. That includes UI and API support as well as ability to use different tools, such as Chrome Debugger and Postman
    • Proven record of driving customer satisfaction and meeting or exceeding performance standards by using best practices in enterprise technical support
    • Excellent problem-solving skills, including issue tracking, triaging and issue management
    • Exceptional oral and written communication skills for communicating with high-value customers and communicating clearly and succinctly complex technical issues internally
    • Excellent project management skills to handle a variety of different projects at the same time
    • Strong work ethic and service mindset to support your stakeholders 
    • Ability to work flexible business hours
    • Healthcare experience is a bonus
About Welkin:
Welkin is a care management platform, which guides your team to better care. You configure your patient program into workflows that tell health care workers when to do what, ensuring patients get care exactly when they need it.
Designed specifically for relationships between health care professionals and patients, our software makes engagement seamless and patient-centered, enabling health workers to build strong relationships for long-term healthy outcomes.

Mission: Our mission is to empower health organizations to deliver patient-centered care.

- Comprehensive medical, dental, and vision coverage.
- Option to contribute to your retirement via a 401k.
- Take the time off that you need to relax and have fun with Welkin’s flexible PTO policy. Employees tend to take anywhere from 2 weeks to 5 weeks of vacation, with an average of 3-4 weeks.
- Welkin Health is a fully remote company and provides you with a monthly benefit allowance of $200 to improve your working from home environment and wellness (e.g. gym membership)
- You can contribute pre-tax dollars to medical, dental, vision and dependent care expenses through FSA/DCFSA.
- Generous parental leave policy for all parents, no matter gender identity or birth manner.

We want you to know:
You can be a great candidate even if you don't fit everything we've described above. You can also have important skills we haven't thought of. If that's you, don't hesitate to apply and tell us about yourself.

We are committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we're taking steps to meet that commitment. We especially encourage members of traditionally underrepresented communities to apply, including women, people of color, LGBTQ people, veterans, and people with disabilities.