Support Engineer

Working hours: Monday - Friday, 8:00am - 4:30pm ET

About Axuall

Built with leading healthcare systems, Axuall is a clinical workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth organizations, and health plans to accelerate clinician onboarding, improve hiring and workforce planning, and maintain accurate provider data across enterprise systems. By delivering trusted data, AI-powered insights, and seamless data exchange, Axuall empowers healthcare organizations to improve operational efficiency, strengthen clinical coverage, and support revenue capture. Axuall's investors and the organizations they represent comprise over two dozen of the nation's leading healthcare organizations that recognize the imperative to improve clinical workforce efficiency amid significant economic and staffing challenges.

About the Role

In this role you will serve as a Tier 2 support professional ensuring that technical requests escalated via the support system are triaged and handled quickly and accurately.  Working within a highly matrixed and collaborative environment you will troubleshoot technical issues.  This is a mid to senior level position serving as an individual contributor. 

What You’ll Do

• Apply your technical knowledge to the triage, escalation and resolution of technical requests from clients and internal team mates 
• 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 / follow up on internal requests and work in progress
• Create and improve established and ad-hoc workflow 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 experience troubleshooting and resolving tier 1 and tier 2 issues 
• 3-5 year experience partnering with Engineering and Development Teams on escalated issues
• 3-5 years experience troubleshooting and resolving issues with APIs 
• Exposure to healthcare organizations and clinicians
• Familiarity with provider credentialing a bonus

Interview Path

1. Talent Acquisition
2. Senior Support Engineer
3. Hiring Manager
4. Technical Assessment 
5. References
6. Hiring Decision

What You'll Get From Us

We offer a wide range of benefits for our team including:

• Comprehensive Health Insurance
• 401(k) with Employer Match
• Wellness Stipend
• Professional Development Reimbursement
• Work From Home Stipend
• Remote Work Flexibility
• Flexible PTO
• Paid parental leave

In addition, Axuall is committed to fostering a diverse, equitable, and inclusive workplace that reflects the communities we serve and empowers every employee to reach their full potential. We encourage DEI through our Diversity in Tech (DiT) Employee Resource Group along with impactful programming that supports and fosters a place of belonging for our team members every day.

Equal Employment Opportunity & Pay Equity Commitment

Axuall is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic. Axuall maintains pay-equity practices that prohibit reliance on salary history and require that compensation decisions be supported by legitimate, job-related factors.

This role may be performed from any U.S. jurisdiction in which Axuall is registered to do business. Please note that certain localities may impose additional employment requirements that will be addressed during the hiring process. Please also note that we are currently unable to sponsor visas. While this role is remote-first, we require employees to attend an in-person orientation at our headquarters in Cleveland, Ohio. There may also be occasional instances where travel to our HQ is needed.

Pay Transparency & Compensation

Base Salary Range (Good-Faith Estimate): $80,000 - $92,000
Classification: Full Time
Additional Compensation: Equity incentive plan participation upon hire
Pay Frequency: Semi-monthly

The posted range represents Axuall’s reasonable and good-faith estimate of the compensation the Company expects to pay for the position at the time of this posting. Actual compensation will be based on factors such as job-related knowledge, skills, experience, and internal equity.