L2L3 Technical Resolution Engineer

About Health Note

Health Note builds AI-powered tools that help healthcare organizations automate patient intake scheduling call routing and clinical workflows.

Our customers operate in complex high-volume environments. When something breaks behaves unexpectedly or creates workflow confusion they need clear timely technically sound support.

About the Role

This is not an IT Help Desk desktop support telecom TSR or hardware support role. We are looking for candidates with experience troubleshooting SaaS applications investigating product behavior managing customer cases from intake to escalation and working with product and engineering teams.

Were hiring an L2/L3 Technical Resolution Engineer to own customer support issues from

first report through resolution.

This is not pass-through or macro-driven support. Youll manage a caseload of customer issues investigate what is happening work through ambiguity coordinate with internal teams when needed and keep customers informed until the issue is resolved.

Youll also document what you learn. Solved issues should become reusable support materials: troubleshooting notes step-by-step instructions templates short videos and other practical resources that help the next person solve the issue faster.

What Youll Do

• Own support tickets from intake through resolution or escalation.
• Manage a caseload of customer issues with clear prioritization and follow-through.
• Investigate product questions configuration issues workflow gaps and customer-reported bugs.
• Use customer context product behavior system information logs and basic technical troubleshooting to understand what is happening.
• Turn vague customer reports into clear problem statements next steps and escalation notes.
• Communicate clearly with customers throughout the support process.
• Coordinate with Customer Success Implementation Product and Engineering when needed.
• Document solved issues and recurring patterns.
• Create practical support resources for customers and internal teams.
• Help make support knowledge easier to find follow and reuse.

What You Bring

• 2 years of experience in technical support SaaS support healthcare technology or another customer-facing troubleshooting role.
• Experience owning a caseload of customer issues not just handling one-off inbound tickets.
• Experience working through issues without a strict script or complete playbook.
• Familiarity with APIs JSON logs browser troubleshooting customer configuration or technical escalation workflows.
• Strong written communication including customer updates and internal documentation.
• Strong ownership and follow-through.
• Good judgment around urgency customer impact and when to escalate.
• Ability to investigate ambiguous issues ask good questions and keep work moving.
• Comfort using Intercom or similar support tools.
• A habit of documenting what you learn so others can use it later.

Nice to Have

• Experience with healthcare software patient intake scheduling call center operations EHR workflows or clinical operations.
• Experience supporting configurable or workflow-heavy products.
• Experience creating customer-facing or internal training materials.

Technical Reminders

This is bring your own device job

• Processor: Intel Core i5 11th generation (2021 and up) with 500 GB HDD or equivalent
• RAM: 16 GB
• Must have a back up internet provider and back up during power outage

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1