Thoughtful is pioneering a new approach to automation for all healthcare providers with their AI-powered Revenue Cycle Automation platform, aiming to automate and improve core business operations for the healthcare industry. The Support Engineer will bridge the gap between AI technologies and healthcare customer operational needs, ensuring solutions deliver maximum value and improve patient care.
Requirements
- Proficiency in Python and strong software development fundamentals knowledge
- Experience with APIs, web services, and integration of complex systems.
- Familiarity with cloud platforms and deployment tools.
- Understanding of AI/ML concepts and their practical applications in business solutions.
- Experience with healthcare IT systems, knowledge of HIPAA regulations, and understanding of healthcare data standards.
- Demonstrated success in delivering direct technical support to external customers (ideally in healthcare), troubleshooting complex systems, and consistently meeting SLA targets.
- Eager to explore new technologies and methodologies to enhance deployment processes.
Responsibilities
- Serve as the primary technical liaison for healthcare customers—triaging issues, gathering feedback, and driving swift, high‑quality resolutions that elevate the overall support experience.
- Partner with developers, product managers, and cross-functional teams on large-scale internal initiatives, ensuring new features integrate smoothly while enhancing overall support effectiveness.
- Draw on real-world usage data, customer insights, and emerging technologies to refine support processes, advocate for enhancements, and drive sustainable growth in product value.
- Take end-to-end responsibility for product stability and performance, proactively monitoring systems, addressing incidents, and continuously refining operations to ensure reliability.
- Design and develop robust features, tools, and integrations that directly address real-world challenges, enabling seamless scaling and high-impact performance in production environments.
Other
- Over 2 years of experience in a customer or product-facing technical role such as Full Stack Developer, Solutions Engineer, Implementation Engineer, or Technical Consultant.
- Excellent problem-solving skills with a keen attention to detail.
- Strong communication skills, capable of conveying technical concepts to diverse audiences.
- Passionate about delivering exceptional service and exceeding customer expectations.
- Comfortable working in fast-paced environments and adapting to changing customer needs.
- Ability to work effectively within cross-functional teams and contribute positively to team dynamics.
