AddressAbout Atlas Health:
Atlas Health automates philanthropic aid to improve access, affordability, outcomes, and health equity for vulnerable populations. Through intelligent matching and patient-friendly digital enrollment to 20,000+ philanthropic aid programs, healthcare organizations can improve patient outcomes, advance health equity, reduce the total cost of care and improve the patient experience. Join us on our mission of saving and improving lives by helping patients access and afford healthcare.
About the Role:
As the Support Engineer I, you’ll partner with technical and non-technical stakeholders on Atlas Platform feature and functionality issues as they arise. You will understand how our technology and code function in order to pinpoint root cause, master understanding, and meet our security requirements for confidentiality and compliance. You will memorialize your experiences and develop documentation and playbooks to help mature the level of support provided to stakeholders.
What You’ll Do:
- Partner with our Client Support team in order to address technical issues reported by end users of the Atlas Platform
- Collaborate with our Product and Engineering teams to fix bugs and build new features
- Create and update documentation based on customer interactions
- Participate in regular rotation for weekday and weekend on-call coverage (daytime only), providing emergency support to our SaaS customers or working with our Platform production team to coordinate incident communications
- Suggest and implement improvements to Support workflows and playbooks
- Prioritize customer queries and escalate series issues to the appropriate resources
- Documenting error reports and monitoring performance metrics
- Utilize strong analytical thinking and a solid troubleshooting methodology to investigate difficult technical questions and issues, isolate root cause, and help craft appropriate resolutions
What you bring to the table:
- Associate or bachelor’s degree in a related field, such as Business or Computer Science, preferred
- 1-2 years of Software Development or Software QA Testing experience including educational, bootcamp or internship experiences
- Strong customer service experience; ability to partner with the internal and external stakeholders to facilitate and effect positive outcomes
- Problem solving skills; able to analyze a problem, identify the root cause, and come up with appropriate solutions
- Flexibility and agility; able to rapidly adapt to changing situations and inputs
- Strongly Preferred: Intermediate level of Python, SQL, Linux shell scripting and utilities
- Hands on experience with Cloud Platform, Zendesk, GoLang, GraphQL, K8S, Microservices, Docker and Git, knowledge of JavaScript, HTML, Messaging Queues (RabbitMQ preferred), Elastic Search, Python SQLAlchemy and Alembic
Why Join Our Team:
Because you’re motivated by a combination of success, working alongside incredible people, and have a passion for helping clients and patients. Atlas helps people access essential medical treatment, and avoid financial ruin from medical debt. You care about being a part of the journey and wish to play a key role in our organization’s success.
Benefits:
We offer a comprehensive benefit plan for our U.S. based employees which includes:
- Health, dental and vision insurance
- 401K
- Flexible time off
- Paid holidays
Employees must be able to perform the essential functions of this position satisfactorily and, if requested, reasonable accommodations will be provided to enable employees with disabilities to perform the essential functions of the position.
Atlas values diversity of all kinds, and we’re committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.
