Associate Production Support Engineer, Tier I
About this role
Opportunity & Impact
Redox is on a mission to accelerate healthcare's transformation with useful data. Redox accelerates the development and distribution of healthcare products with a full service integration platform to securely and efficiently exchange healthcare data. With just one connection, data can be transmitted across a growing network of 7,300+ provider organizations and 240+ healthcare products. Redox connections serve tens of millions of patient records per day, leveraging a single data standard compatible with more than 90 electronic health record systems.
Tier I Support Engineers are the first line of technical support for Redox customers, resolving day to day connectivity, configuration, and messaging issues and monitoring production feeds. As Redox shifts toward a more self service support model, this role is central to that shift: you'll use your technical troubleshooting skills to diagnose issues quickly, and your communication skills to teach customers and technical partners how to use our self service tools (config modifiers, log inspector, alerting, translation sets, etc.) to resolve issues themselves. You'll make a positive impact from day one as part of a collaborative and committed team.
Job Responsibilities:
Work all tickets within the scope of a Tier I role, reaching out for support or escalating to Tier II for tickets that are outside or partially outside of scope, including:
Instructing customers on how to update configurations or resolve issues themselves
Basic connectivity (VPN/API) troubleshooting
Connection and traffic questions and troubleshooting
Message and error state issues
Configuration updates
Any other support ticket type, which may include reaching out to third parties on behalf of the customer
Respond to and work critical support issues called in by customers during the day
Manage work hour on call shifts, including:
Responding to errors that page the on call person
Monitoring paused and retrying queues
Answering calls
Serving as Incident Manager during major incidents, including sending customer emails and updating StatusPage
Take after hours on call shifts (approximately one week every other month)
Required Skills & Experience:
Technical support experience
Ability to learn quickly and think critically
Comfortable reading and interpreting technical data (e.g., JSON, HL7v2, logs) to diagnose issues, even without building it from scratch
A working understanding of APIs and web service protocols
Strong communicator who can explain technical concepts clearly to both customers and internal teams; this role increasingly teaches customers how to use our tools rather than doing the work for them
Organized and customer service oriented
Comfortable using AI tools to support troubleshooting, documentation, and daily workflows; Redox is an AI forward company and expects team members to actively use AI in their work
Preferred Skills & Experience:
Experience teaching, training, or documenting for a technical audience (e.g., supporting a self service or dev tools product)
Experience with HL7v2, C-CDA (CCD, QRDA, etc.), and other healthcare data formats
VPN, network, or connection troubleshooting experience
Relational databases and SQL queries
JavaScript or another scripting language
Experience in healthcare IT, ideally integration
Specific Software Platforms/Tools:
Jira/Confluence
Zendesk
Preferred:
Benefits & Perks
• 100% remote first culture (must be based in the US) • Unlimited Flexible Time Off • 15+ Observed Holidays • Rest & R^Charge days (guaranteed a 3-day weekend each month) • R^Charge (6 weeks paid sabbatical + stipend) • 401k match 50% for up to 8% on Day 1 • Medical/Dental/Vision Benefits on Day 1 • HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program • Paid Parental Leave (16 weeks) • Productivity Stipend & Wellness Fund • Redox Issued MacBook • Virtual and/or in-person Team & Company Events • Stock Options • Employee Referral Bonus Program About Redox - Take a look here:What We Do
Healthcare organizations and technology vendors connect to Redox once, then authorize what data they send to and receive from partners through a centralized hub. Redox's cloud-based platform is vendor and standards-agnostic and enables the secure and efficient exchange of healthcare data. This approach eradicates the need for point-to-point integrations and accelerates the discovery, adoption, and distribution of patient and provider-facing technology solutions. With hundreds of healthcare organizations and technology vendors exchanging data today, Redox represents the largest interoperable network in healthcare. Learn how you can leverage the Redox platform at .Other Stuff About Us
Redox is an EEO company. We fully support the diversity of our team. As part of our ongoing work to build more diverse teams at Redox, you will be asked to complete a voluntary EEO survey when applying. This survey is anonymous, we cannot link your application record with your survey responses. We request that you complete this voluntary survey as we run monthly reports for each team which provides data for diversity in terms of gender and ethnic background in our Applicants and our Hired Redoxers. We take this data very seriously and appreciate your willingness and time to complete this step in the process. Successful candidates must be eligible to be employed in the U.S. and must reside & work in the continental U.S. Thank you for your interest in Redox!Originally posted on Himalayas
