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Responsibilities
Redox is on a mission to accelerate healthcare’s transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange.Tier I Support Engineers are the first line of technical support for Redox customers, resolving day to day connectivity, configuration, and messaging issues and monitoring production feeds. As Redox shifts toward a more self service support model, this role is central to that shift: you'll use your technical troubleshooting skills to diagnose issues quickly, and your communication skills to teach customers and technical partners how to use our self service tools (config modifiers, log inspector, alerting, translation sets, etc.) to resolve issues themselves.Job ResponsibilitiesWork 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, including:Instructing customers on how to update configurations or resolve issues themselvesBasic connectivity (VPN/API) troubleshootingConnection and traffic questions and troubleshootingMessage and error state issuesConfiguration updatesAny other support ticket type, which may include reaching out to third parties on behalf of the customerRespond to and work critical support issues called in by customers during the dayManage work hour on call shifts, including:Responding to errors that page the on call personMonitoring paused and retrying queuesAnswering callsServing as Incident Manager during major incidents, including sending customer emails and updating StatusPageTake after hours on call shifts (approximately one week every other month)Required Skills & ExperienceTechnical support experienceAbility to learn quickly and think criticallyComfortable reading and interpreting technical data (e.g., JSON, HL7v2, logs) to diagnose issues, even without building it from scratchA working understanding of APIs and web service protocolsStrong communicator who can explain technical concepts clearly to both customers and internal teams; this role increasingly teaches customers how to use our tools rather than doing the work for themOrganized and customer service orientedComfortable using AI tools to support troubleshooting, documentation, and daily workflows; Redox is an AI forward company and expects team members to actively use AI in their workPreferred Skills & ExperienceExperience 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 formatsVPN, network, or connection troubleshooting experienceRelational databases and SQL queriesJavaScript or another scripting languageExperience in healthcare IT, ideally integrationSpecific Software Platforms/ToolsJira/ConfluenceZendeskBenefits & Perks100% remote first culture (must be based in the US)Unlimited Flexible Time Off15+ Observed HolidaysRest & 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 1Medical/Dental/Vision Benefits on Day 1HSA & FSA, Life, Disability, Medical Travel & Employee Assistance ProgramPaid Parental Leave (16 weeks)Productivity Stipend & Wellness FundRedox Issued MacBookVirtual and/or in-person Team & Company EventsStock OptionsEmployee Referral Bonus ProgramSuccessful candidates must be eligible to be employed in the U.S. and must reside & work in the continental U.S.
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