Support Engineer

Who is DexCare?
DexCare optimizes time in healthcare, streamlining patient access, reducing waits, and enhancing overall experiences. Born within Providence, DexCare addresses tech gaps by aligning supply and demand, recently securing a $75 million Series C funding round led by ICONIQ Growth, alongside partners like MGB, Kaiser Permanente Ventures, and others, to modernize healthcare infrastructures for an inclusive ecosystem. 

What is DexCare?
DexCare, a digital care orchestration platform, streamlines care delivery logistics. It empowers healthcare systems to predict constraints and precisely schedule services, optimize capacity, and cuts operational costs. Currently serving 57 million patients, including Kaiser Permanente and Providence, DexCare ushers in a new era of digital-care access, ensuring health systems can efficiently track and deliver every hour of capacity for consumer ease.

For more information, visit www.dexcare.com or follow us on LinkedIn.

DexCare is seeking a Support Engineer who is agile, self-driven, and passionate about healthcare IT and our customers. An ideal candidate is a problem solver who enjoys a challenge. This role consists of many responsibilities including error-log debugging, change management and updating basic code to accommodate our customers needs.

Working closely with our software engineers and technical understanding is a must for this role. Our support engineers will also be responsible for keeping our customers up-to-date on tickets and feels comfortable communicating with their IT staff. DexCare is a fast-paced, passion driven company with high growth and looking for technical candidates to help facilitate that passion with our customers. Ideally, this person will be located in the Eastern Time Zone and willing to work 8AM-5PM ET.

What You’ll Do

• Provide advanced technical support and invaluable assistance to customers using the DexCare platform
• Provide support to users and coordinate with vendors to ensure the successful installation and implementation of systems
• Troubleshooting system issues via various system monitoring tools
• Effectively triage, investigate, diagnose, escalate, and solve customer tickets, routing to engineering as appropriate
• Contribute to internal and external documentation
• Become a product expert

What You’ll Bring

• 5+ years of technical customer support experience with 2+ years focused in Healthcare IT frameworks
• High degree of comfort troubleshooting code related issues and reading error logs
• Clear and empathetic writing style
• Effective communicator and collaborator across internal teams and customers
• Experience working with ticketing tools and documenting support processes
• Strong problem-solving and analytical skills
• Comfortable functioning in a highly dynamic and fast-paced Agile/Scrum environment

Preferred Experience - Experience working in Epic, Cerner and/or other Healthcare IT systems

• Experience with DataDog, Splunk, LaunchDarkly, Jira and SalesForce
• Background in Systems Engineering preferred (monitoring and troubleshooting systems performance, conducting technical research, and developing system documentation, such as user manuals, processes, and procedures)

DexCare is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. DexCare does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. DexCare provides reasonable accommodation to all applicants who require such accommodation to apply for the position or to perform the essential functions of the job.