Support Engineer

About Foundation Health

Foundation Health is transforming healthcare through an AI-powered digital pharmacy platform that seamlessly connects operational infrastructure with high quality patient experiences. Our mission is to transform patient centric care by connecting fragmented infrastructure, optimizing care coordination, and removing friction from the patient journey.

This ambitious vision is only achievable with the dedication of the right team propelling us forward. We firmly believe that a supportive and inspiring work environment fuels creativity, transforming it into groundbreaking innovation. It is this very innovation that not only benefits our organization but also positively impacts our people, partners, and most importantly, our patients.

Tech Stack

There is an ideal opportunity to join & help shape our evolving tech stack. Our strategy is to lean on managed services & serverless technologies to help deliver our platform quickly & in a scalable way, without the headache of managing lots of complex infrastructure.

We’re currently using the following languages & technologies:

• Node.js with Typescript
• SvelteKit
• Docker
• Google Cloud Platform services including:
• Cloud Run
• Cloud Functions
• PubSub
• Cloud Tasks
• API Gateway

The Candidate

We are seeking a Support Engineer, based in the US, who will play a key role in building our support practice: helping design processes, contributing to SLA definitions, and driving operational excellence for our B2B customers. You’ll collaborate closely with the engineering team to resolve complex issues and help scale a world-class support experience.

We want individuals who have great ideas and are keen to share them. This is a new team & a new venture so we will be building our standards & culture together.

We already have a strong core team & this is a great opportunity to collaborate with engineers who have a whole range & depth of different experiences.

What you will be doing

• Act as the primary escalation point for customer-reported issues, triaging tickets, reproducing problems, and coordinating fixes with engineers
• Investigate incidents by analyzing logs, tracing code, and replicating reported issues to pinpoint root causes
• File concise, actionable bug reports and partner with software engineers to verify and deploy fixes
• Build and maintain tools that automate routine diagnostics and common support tasks
• Participate in the US on-call rotation: one week rotations, covering 12-hour windows
• Contribute to internal documentation and customer knowledge-base articles to improve self-service and ticket deflection

What we are looking for

Formal qualifications are great but by no means essential, so don’t worry if you don’t have a Computer Science degree. We are looking for individuals with a passion for technology & software craftsmanship and who are always keen to learn new skills.

Essential

• 2+ years in technical support for a SaaS or API-centric product
• Experience contributing to on-call rotations and helping maintain service health under pressure
• Strong code debugging and SQL skills
• Hands-on mastery of a ticketing platform and a habit of writing actionable bug reports
• Comfort navigating logs and finding entries related to reported issues
• Clear, concise written communication
• Clearly communicate highly technical issues to non-technical audiences
• Authorized to work in the United States without current or future sponsorship, and the discipline to thrive in a fully remote role

Desirable

• Experience with HIPAA, SOC 2, or similar compliance regimes
• Experience building internal support tooling
• Experience working in the Healthcare industry
• Experience working in an eCommerce setting
• Experience working on containerized apps
• Experience working with serverless technologies (GCP preferred but not essential)