Support Engineer

Support Engineer

Prompt is revolutionizing healthcare by delivering highly automated and modern B2B enterprise software to rehab therapy businesses, the teams within, and the patients they serve. We have established ourselves as the go-to platform in the space, are setting a new standard in healthcare technology, and are rapidly growing our market share. We are looking for a Support Engineer to support our SaaS products by bridging the gap between the engineering and client experience teams.

Why Work for Prompt?

• Big Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time.
• Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists.
• Healthy Approach: This isn't an investment bank. At Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).
• Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital.

Responsibilities

• Work collaboratively with the product engineering, client experience, and AI engineering teams to identify and resolve issues across multiple products
• Meet (virtually) with customers and internal stakeholders to diagnose potential issues
• Reproduce, debug, and identify root causes of issues in production and development environments
• Write detailed technical specifications for product engineers to reproduce and resolve identified issues
• Write performant scripts and database queries to resolve issues and respond to stakeholder requests

Qualifications

• 3+ years of experience working as either a Support Engineer or as a Software Developer with customer-facing responsibilities
• Working knowledge of MySQL or an equivalent relational database querying language (Postgres, MSSQL, etc.)
• Ability to read and write code using at least one modern programming language
• Comfortable using Chrome DevTools (or equivalent) to investigate and debug issues with web applications
• Proven experience debugging complex API integrations
• Ready to embrace a fast-paced environment, with rare requirements to work beyond standard hours
• Strong communication skills and the ability to comfortably articulate your thoughts and decisions, including with senior leadership
• Strong time management skills, including the ability to prioritize tasks and focus on the most pressing issues

Preferred (Nice-to-Have) Qualifications

• Experience working in software development (especially using php, python, or modern javascript frameworks like vue and react)
• Experience working in customer support or otherwise directly responding to customer issues
• Knowledge of various AWS services like EC2, S3, Route 53, or CloudWatch
• A background working in the healthcare industry
• Prior startup and/or B2B SaaS technology organization experience

Perks - What You Can Expect:

• Competitive salaries
• Remote/hybrid environment
• Potential equity compensation for outstanding performance
• Flexible PTO
• Company-wide sponsored lunches
• Company paid disability and life insurance benefits
• Company paid family and medical leave
• Medical, dental, and vision insurance benefits
• Discounted pet insurance
• FSA/DCA and commuter benefits
• 401k
• Complimentary subscription to digital fitness classes and wellness content
• Recovery suite at HQ – includes a cold plunge, sauna, and shower

Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. Please don't hesitate to inquire with our team.

Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees. Prompt Therapy Solutions, Inc is an E-Verify Employer.