Remote
Remote
Entry Level
Full Time
💰$700,000 - $800,000
remotehealthcaretechnical supportAI toolscustomer support
Requirements
- •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
- •Organized and customer service oriented
- •Comfortable using AI tools to support troubleshooting, documentation, and daily workflows
What You'll Do
- •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
- •Instruct 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
- •Take after hours on call shifts (approximately one week every other month)
Nice to Have
- •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
Benefits
- •100% remote first culture (must be based in the US)
- •Unlimited Flexible Time Off
- •15+ Observed Holidays
- •Rest & R^Charge days (guaranteed a 3-day weekend each month)
- •R^Charge (6 weeks paid sabbatical + stipend)
- •401k match 50% for up to 8% on Day 1
- •Medical/Dental/Vision Benefits on Day 1
- •HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program
- •Paid Parental Leave (16 weeks)
- •Productivity Stipend & Wellness Fund
- •Redox Issued MacBook
- •Virtual and/or in-person Team & Company Events
- •Stock Options
- •Employee Referral Bonus Program
About Redox
Redox is an EHR integration and healthcare platform that accelerates the development and distribution of healthcare software solutions.
Madison, WI, US
100 - 250
Healthcare