{"id":4284294,"url":"https://alion.io/job/bask-health-senior-technical-support-engineer","title":"Senior Technical Support 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":"Support","role_family":"Support","seniority":"senior","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":"Incident Management","optional":false},{"name":"Rest API","optional":false},{"name":"Datadog","optional":true},{"name":"HIPAA","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, technical support plays an important role in helping customers operate their businesses with confidence. We value strong technical judgment, clear communication, thoughtful troubleshooting, and people who take ownership of difficult problems through resolution.\nAbout the Role\nWe're looking for a Senior Technical Support Engineer to investigate and resolve complex technical issues affecting customers using Bask Health's software platform.\nThis role is responsible for advanced troubleshooting, technical escalations, issue investigation, and helping improve the reliability of the customer support experience.\nYou'll work with customer success managers, customer success engineers, product managers, software engineers, and other internal stakeholders to resolve technical problems efficiently and accurately.\nBask Health enables entrepreneurs, doctors, and healthcare businesses to launch and operate direct-to-consumer telehealth businesses.\nOur platform supports merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business-critical capabilities.\nYou'll develop a detailed understanding of how these systems interact and how technical issues can affect customer operations.\nYou'll serve as an escalation point for complex customer-reported problems that require deeper technical investigation.\nYou'll troubleshoot application behavior, configuration issues, integrations, and unexpected platform errors.\nYou'll investigate issues affecting storefront functionality, questionnaire behavior, checkout flows, and supported platform workflows.\nYou'll use available technical tools, logs, browser debugging capabilities, and internal documentation to gather evidence and identify likely causes.\nYou'll reproduce reported issues whenever possible and document the conditions under which they occur.\nYou'll distinguish between user configuration errors, integration problems, product defects, and broader platform incidents.\nYou'll work closely with software engineers when an issue requires code-level investigation, infrastructure expertise, or a product fix.\nYou'll provide engineering teams with clear reproduction steps, technical evidence, customer impact details, and relevant troubleshooting history.\nYou'll coordinate with product managers when reported issues involve product behavior, functionality gaps, or unclear requirements.\nYou'll communicate technical findings and resolution updates to customer-facing teams and, when appropriate, directly to customers.\nYou'll help ensure that customers receive accurate information about known issues, workarounds, and next steps.\nYou'll take ownership of assigned technical escalations and maintain clear accountability until they are resolved or appropriately transferred.\nYou'll prioritize issues based on severity, customer impact, business disruption, and established internal escalation procedures.\nYou'll participate in incident investigations involving customer-facing platform functionality.\nYou'll help document incident timelines, observed symptoms, customer impact, and resolution steps.\nYou'll support follow-up reviews to identify recurring issues and opportunities to prevent similar problems.\nYou'll help build and maintain technical troubleshooting guides, internal knowledge base articles, and escalation procedures.\nYou'll identify gaps in existing support documentation and recommend clearer, more effective troubleshooting workflows.\nYou'll assist with improving how technical issues are categorized, investigated, and routed to the appropriate teams.\nYou'll collaborate with customer success engineers on integration-related issues that require deeper investigation.\nYou'll work with customer success managers to understand the business impact of technical problems affecting important accounts.\nYou'll help support customers through technical changes, configuration updates, and issue resolution when appropriate.\nYou'll also help validate that customer-reported problems have been addressed after engineering releases a fix.\nYou'll monitor patterns in support tickets and technical escalations to identify recurring product problems.\nYou'll share technical findings with product and engineering teams to help inform reliability and usability improvements.\nBecause Bask Health operates in healthcare-related environments, you'll need to handle customer information carefully and follow applicable internal security and privacy requirements.\nYou'll recognize when an issue involves clinical, pharmacy, compliance, or patient-related decisions that must be handled by the appropriate authorized team.\nYou'll avoid making clinical or pharmacy decisions while providing technical support for the software workflows involved.\nAs a senior team member, you'll help establish effective troubleshooting practices and may provide technical guidance to less-experienced support engineers.\nYou'll be expected to work independently on complex investigations while knowing when to involve engineering or other specialists.\nThis is a senior individual-contributor role focused on technical support execution and problem resolution, not formal people management.\nWe're looking for someone with substantial experience supporting SaaS applications, strong debugging skills, and the ability to communicate clearly under pressure.\nYou should be comfortable investigating ambiguous technical issues, organizing evidence, and working across teams to drive resolution.\nExperience supporting e-commerce platforms, payment workflows, or other transaction-heavy software environments is particularly valuable.\nSuccess in this role means resolving difficult technical issues, improving escalation quality, reducing recurring support problems, and helping customers operate reliably on Bask Health.\nWhat You'll Do\nServe as a senior escalation point for complex customer-facing technical issues.\nInvestigate advanced software application and platform problems.\nTroubleshoot merchant storefronts, questionnaires, checkout flows, and supported workflows.\nDiagnose configuration errors, integration failures, and unexpected application behavior.\nReproduce customer-reported bugs and document technical findings.\nUse browser developer tools, logs, and available diagnostic systems.\nInvestigate REST API, webhook, and authentication-related problems.\nAnalyze HTTP requests, responses, and relevant error messages.\nDistinguish product defects from configuration and integration issues.\nPrioritize technical issues according to customer impact and severity.\nOwn assigned escalations and coordinate them through resolution.\nWork with engineering teams on issues requiring code-level investigation.\nProvide detailed reproduction steps and technical evidence to engineers.\nCollaborate with product managers on product behavior and functionality concerns.\nCoordinate with customer success teams on high-impact account issues.\nCommunicate technical updates and recommended next steps clearly.\nIdentify and document supported workarounds when appropriate.\nHelp validate customer-facing fixes following engineering releases.\nParticipate in investigations of customer-impacting platform incidents.\nDocument incident symptoms, timelines, and resolution information.\nIdentify recurring technical issues and recommend preventive improvements.\nCreate and maintain internal technical troubleshooting documentation.\nImprove technical escalation procedures and support workflows.\nHelp develop consistent issue categorization and triage practices.\nReview technical support trends and recurring customer complaints.\nSupport internal training on troubleshooting tools and procedures.\nProvide technical guidance to junior support engineers when needed.\nMaintain accurate support ticket records and investigation notes.\nFollow security and privacy procedures during technical investigations.\nEscalate clinical, pharmacy, or compliance concerns to authorized stakeholders.\nCollaborate with engineering on platform reliability improvements.\nTake ownership of complex technical problems and follow through on commitments.\nRequirements\n5+ years of experience in technical support engineering, application support, production support, or a closely related technical role.\nStrong experience supporting customer-facing SaaS applications.\nDemonstrated ability to investigate and resolve complex software issues.\nExperience troubleshooting web applications and browser-based platforms.\nWorking knowledge of REST APIs, HTTP methods, status codes, and common integration patterns.\nFamiliarity with JSON, webhooks, and API authentication.\nExperience using browser developer tools for technical investigation.\nAbility to analyze logs, error messages, and application behavior.\nExperience reproducing software defects and documenting reproduction steps.\nAbility to distinguish configuration problems from application defects.\nExperience working directly with software engineering teams.\nFamiliarity with technical ticketing and escalation management systems.\nExperience prioritizing issues based on severity and customer impact.\nStrong technical documentation skills.\nAbility to communicate complex technical findings clearly.\nExperience coordinating investigations across multiple internal teams.\nStrong problem-solving and analytical thinking skills.\nAbility to manage several technical investigations simultaneously.\nUnderstanding of software incident management and escalation procedures.\nFamiliarity with application security and appropriate data-handling practices.\nAbility to work independently on ambiguous technical problems.\nStrong organizational skills and attention to detail.\nAbility to maintain clear and accurate technical records.\nComfortable collaborating with customer success and product teams.\nComfortable working in a remote, cross-functional environment.\nAvailability to collaborate during required U.S. Eastern Time working hours.\nAbility to take ownership of technical escalations through resolution.\nNice to Have\nExperience supporting e-commerce SaaS or merchant-facing software.\nFamiliarity with Shopify, BigCommerce, or other online storefront platforms.\nExperience troubleshooting payment and checkout workflows.\nFamiliarity with Stripe or similar payment processing integrations.\nWorking knowledge of JavaScript, HTML, and CSS.\nExperience using Postman or similar API testing tools.\nFamiliarity with SQL and database query fundamentals.\nExperience with application monitoring or observability platforms.\nFamiliarity with tools such as Datadog, Sentry, New Relic, or similar systems.\nUnderstanding of cloud infrastructure and hosted SaaS environments.\nExperience supporting webhooks and asynchronous processing systems.\nFamiliarity with OAuth, access tokens, and authentication flows.\nExperience supporting transaction-heavy applications.\nExperience participating in incident response and post-incident reviews.\nFamiliarity with software release processes and regression testing.\nExperience building technical support knowledge bases.\nExperience improving escalation workflows and support processes.\nExperience mentoring junior technical support professionals.\nFamiliarity with healthcare technology or telehealth platforms.\nUnderstanding of HIPAA-related technical considerations.","description_format":"text","description_chars":11924,"description_truncated":false,"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 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