Associate Production Support Engineer, Tier I

Redox is on a mission to accelerate healthcare's transformation with useful data. Redox accelerates the development and distribution of healthcare products with a full service integration platform to securely and efficiently exchange healthcare data. With just one connection, data can be transmitted across a growing network of 7,300+ provider organizations and 240+ healthcare products. Redox connections serve tens of millions of patient records per day, leveraging a single data standard compatible with more than 90 electronic health record systems.

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. You'll make a positive impact from day one as part of a collaborative and committed team.

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, including:

Instructing 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