{"id":4284267,"url":"https://alion.io/job/bask-health-customer-reliability-engineer","title":"Customer Reliability Engineer","company":{"id":66537,"name":"Bask Health","domain":"bask.health","url":"https://alion.io/company/bask-health","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":91,"open_postings":21,"ghost_share":0,"stale_share":0.143,"repost_share":0,"time_to_fill_p50_days":171,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Rest API","optional":false},{"name":"Datadog","optional":true},{"name":"JavaScript","optional":true},{"name":"New Relic","optional":true},{"name":"Postman","optional":true},{"name":"Sentry","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-13T21:18:10Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T21:18:10Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Bask Health\nBask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.\nOur platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.\nWe're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.\nAt Bask, customer reliability means helping merchants depend on the software they use to operate their businesses. We value careful technical investigation, clear communication, strong follow-through, and people who look beyond immediate fixes to understand and prevent recurring problems.\nAbout the Role\nWe're looking for a Customer Reliability Engineer to help improve the reliability of customer-facing workflows and resolve technical issues that affect merchants using Bask Health.\nThis role combines technical troubleshooting, customer-impact analysis, incident investigation, and proactive identification of recurring software problems.\nYou'll work closely with customer success, technical support, product, and engineering teams to understand where customers experience technical difficulties and help coordinate lasting solutions.\nOur customers include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses using Bask Health to operate direct-to-consumer telehealth services.\nThese customers rely on our platform to support important parts of their business operations.\nBask Health brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.\nYou'll develop a detailed understanding of how these systems interact and where technical problems can disrupt customer workflows.\nYou'll investigate customer-reported software issues and determine how they affect the customer's ability to use the platform.\nYou'll help identify patterns in recurring errors, configuration problems, integration failures, and unexpected application behavior.\nYou'll use available technical evidence, logs, browser diagnostics, and support records to understand reported issues.\nYou'll reproduce problems when possible and document the conditions under which they occur.\nYou'll distinguish between customer configuration errors, third-party integration issues, application defects, and broader platform incidents.\nYou'll evaluate the scope and impact of customer-facing problems to help internal teams prioritize investigation and resolution.\nYou'll work with technical support teams to understand escalated issues and identify opportunities to prevent repeated customer contacts.\nYou'll collaborate with customer success managers to understand the business impact of technical problems affecting merchant accounts.\nYou'll work with customer success engineers to investigate implementation or integration issues that continue after onboarding.\nYou'll coordinate with software engineers when issues require code-level investigation, infrastructure expertise, or product fixes.\nYou'll provide clear reproduction steps, technical evidence, customer impact details, and relevant troubleshooting history.\nYou'll collaborate with product managers when recurring problems reveal product usability issues or functionality gaps.\nYou'll help investigate incidents affecting customer-facing platform functionality.\nYou'll support the documentation of incident symptoms, affected workflows, customer impact, and resolution steps.\nYou'll participate in follow-up reviews to understand why problems occurred and how similar issues might be prevented.\nYou'll help identify whether temporary workarounds are being repeatedly used instead of addressing underlying problems.\nYou'll recommend opportunities to improve troubleshooting procedures, customer documentation, or product behavior.\nYou'll support validation of customer-facing fixes after engineering releases changes.\nYou'll help confirm that reported issues are resolved under the relevant conditions.\nYou'll identify potential regression risks when recurring problems involve critical customer workflows.\nYou'll coordinate with appropriate technical teams when additional testing or investigation is needed.\nYou'll monitor available support trends, recurring ticket categories, and customer-reported errors to identify patterns.\nYou'll help organize technical findings so product and engineering teams can prioritize improvements.\nYou'll contribute to internal knowledge bases, troubleshooting guides, and incident documentation.\nYou'll help improve the quality of technical escalation records and reduce repeated investigation of known problems.\nYou'll communicate technical findings clearly to both technical and nontechnical stakeholders.\nYou'll help customer-facing teams understand what is known about an issue, what remains under investigation, and which next steps are appropriate.\nYou'll avoid making unsupported promises about resolution times, product changes, or platform capabilities.\nYou'll maintain accurate records of investigations, technical findings, and outstanding follow-up activities.\nYou'll help improve internal coordination when customer-impacting issues involve multiple teams.\nYou'll contribute to discussions about customer-facing reliability, support quality, and recurring operational challenges.\nYou'll identify opportunities to make customer workflows more dependable through better documentation, configuration guidance, and preventive improvements.\nYou'll work with engineering teams to understand available monitoring and diagnostic capabilities.\nYou'll use approved tools and access levels rather than independently making unapproved production or infrastructure changes.\nYou'll recognize when an issue involves a security or privacy concern and follow established internal escalation procedures.\nBecause Bask Health supports healthcare-related businesses, you'll need to handle customer information carefully and follow applicable internal privacy and security requirements.\nYou'll also recognize when technical issues involve clinical, pharmacy, or compliance responsibilities that require authorized specialist involvement.\nYou'll provide technical guidance about software behavior without making clinical or pharmacy decisions.\nYou'll work in a remote, cross-functional environment where analytical thinking, clear communication, and accountability are important.\nWe're looking for someone who enjoys investigating difficult software problems and identifying why they keep happening.\nYou should be comfortable working with customer-facing teams, software engineers, and business stakeholders.\nYou'll need to be organized, technically curious, and capable of managing several investigations simultaneously.\nExperience supporting e-commerce platforms, payment workflows, merchant-facing SaaS products, or other transaction-heavy applications is particularly valuable.\nSuccess in this role means reducing recurring customer-facing problems, improving technical investigation quality, supporting faster issue resolution, and helping merchants operate more reliably on Bask Health.\nWhat You'll Do\nInvestigate technical issues affecting customer-facing platform workflows.\nIdentify recurring software problems and technical failure patterns.\nAnalyze the customer impact of reported platform issues.\nTroubleshoot merchant storefront, questionnaire, and checkout functionality.\nInvestigate REST API, webhook, and integration-related failures.\nAnalyze HTTP requests, responses, logs, and technical error messages.\nUse browser developer tools and available diagnostic systems.\nReproduce customer-reported software issues and document findings.\nDistinguish configuration errors from integration problems and product defects.\nSupport investigation of customer-impacting platform incidents.\nDocument incident symptoms, affected workflows, and relevant technical evidence.\nHelp identify underlying causes of recurring customer problems.\nCollaborate with engineering teams on technical investigations and fixes.\nProvide clear reproduction steps and customer impact information.\nCoordinate with product teams on recurring reliability and usability issues.\nWork with technical support teams on complex customer escalations.\nCollaborate with customer success managers on account-impacting technical issues.\nSupport customer success engineers with recurring implementation problems.\nHelp validate customer-facing fixes following engineering releases.\nIdentify potential regression risks in important customer workflows.\nReview recurring support tickets and technical escalation patterns.\nRecommend improvements to technical troubleshooting and escalation procedures.\nCreate and maintain technical knowledge base articles.\nDocument known issues, approved workarounds, and resolution steps.\nHelp improve the quality of technical incident and escalation records.\nCommunicate technical findings to customer-facing and engineering teams.\nTrack investigation progress and maintain accurate follow-up records.\nIdentify opportunities to reduce repeated customer support contacts.\nFollow approved security, privacy, and production-access procedures.\nEscalate clinical, pharmacy, and compliance concerns to authorized teams.\nContribute to customer-facing reliability and support quality improvements.\nTake ownership of assigned investigations through resolution or appropriate handoff.\nRequirements\n3+ years of experience in technical support engineering, customer engineering, application support, production support, or a closely related customer-facing technical role.\nDemonstrated experience investigating complex technical issues affecting SaaS applications.\nStrong understanding of web-based software behavior and common failure patterns.\nExperience troubleshooting customer-facing software workflows.\nWorking knowledge of REST APIs, HTTP methods, status codes, and JSON.\nFamiliarity with webhooks, authentication, and common integration patterns.\nExperience analyzing application logs, error messages, and diagnostic information.\nAbility to use browser developer tools to investigate software problems.\nExperience reproducing software defects and documenting investigation steps.\nAbility to distinguish configuration issues from application defects.\nFamiliarity with technical escalation and incident investigation processes.\nExperience working with software engineering teams to resolve technical problems.\nAbility to provide clear technical evidence and reproduction steps.\nExperience identifying recurring issues and recommending preventive improvements.\nAbility to understand and communicate the customer impact of technical problems.\nStrong analytical thinking and structured problem-solving skills.\nStrong written and verbal communication skills.\nAbility to explain technical findings to nontechnical stakeholders.\nExperience using technical support or ticketing systems.\nStrong organizational skills and attention to detail.\nAbility to manage multiple technical investigations simultaneously.\nExperience maintaining accurate troubleshooting and incident documentation.\nComfortable learning complex software platforms and technical workflows.\nAbility to work independently on ambiguous technical problems.\nComfortable collaborating across customer success, product, and engineering teams.\nAvailability to collaborate during required U.S. Eastern Time working hours.\nStrong ownership mentality and commitment to improving customer-facing reliability.\nNice to Have\nExperience supporting e-commerce SaaS or merchant-facing software.\nExperience working with Shopify, BigCommerce, or other storefront platforms.\nFamiliarity with direct-to-consumer business models.\nExperience troubleshooting...","description_format":"text","description_chars":13044,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Health Care","Telemedicine & Virtual Care","Pharmacies"],"lifecycle":[{"event":"open","at":"2026-11-13T21:18:10Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 3","filings_12m":3,"filings_prev_12m":2,"green_card_filings_12m":0,"median_offered_wage_usd":94167,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring 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