Komodo Health · 17 hours ago
Proactive Support Engineer
United States
Full-time
Remote
Mid Level
$82K/yr - $105K/yrKomodo Health is dedicated to reducing the global burden of disease through innovative data solutions. The Proactive Support Engineer plays a crucial role in enhancing customer experience by shifting support from reactive to proactive, enabling clients to leverage the Healthcare Map effectively to improve patient outcomes.
Health CareInformation TechnologyPredictive AnalyticsSoftware
Responsibilities
Establish and Execute on a Friction Reduction Strategy: Within the first 90 days, develop a data-driven strategy to reduce inbound support cases. By the end of the first year, achieve a significant, measurable reduction in ticket volume per user by executing on this strategy
Launch High-Impact Proactive Initiatives: Successfully design and launch at least two major proactive support programs, such as an early warning system for common data integration issues or a targeted communication plan for new platform releases
Implement a Robust Product Feedback Loop: Develop and operationalize a scalable process for channeling insights from support interactions directly to our Product and Engineering teams, ensuring customer friction points are systematically addressed in the product roadmap
Enhance Customer Self-Service: Overhaul and optimize our customer self-service resources (e.g., knowledge base, developer documentation), resulting in a quantifiable increase in self-service resolution rates and customer satisfaction
Analyze support ticket data, product usage logs, and customer feedback from GTM teams to identify systemic trends and root causes of customer friction
Design, lead, and measure the impact of cross-functional projects with Product, Engineering, and Customer Success to address identified issues and prevent future support cases
Partner with Technical Support leadership to build programs that empower the team to move from reactive problem-solving to proactive customer education and enablement
Develop and maintain the strategic roadmap for customer self-service channels, prioritizing content and feature enhancements based on their potential to deflect support tickets
Collaborate with our Product Marketing and Enablement teams to ensure new features are launched with comprehensive support plans that anticipate user questions
Create and deliver reports and dashboards for leadership, providing clear visibility into case trends, project status, and the ROI of proactive support initiatives
Qualification
Required
Data-Driven Problem Solving: A strong ability to synthesize quantitative (ticket volume, usage metrics) and qualitative (customer feedback) data to identify root causes and formulate actionable plans
Cross-Functional Project Leadership: Proven skill in leading complex projects across multiple teams, influencing without direct authority, and holding stakeholders accountable to drive results
Strategic and Analytical Thinking: The capacity to see the bigger picture and develop a long-term strategy for proactive support while simultaneously managing the tactical details of execution
Influential Communication: The ability to clearly articulate complex problems, proposed solutions, and results to a wide range of audiences, from technical engineers to executive leaders
Deep Customer Empathy: A genuine passion for understanding and solving customer problems, serving as a powerful advocate for the user in all internal discussions
Understanding of Technical Support Ecosystems: Familiarity with the core components of a modern support stack, including CRMs (like Salesforce Service Cloud), knowledge bases, and analytics tools
Utilize GenAI for advanced thematic analysis of support tickets to rapidly identify emerging trends and sentiment shifts that signal underlying product issues
Leverage GenAI to draft and refine knowledge base articles, FAQs, and proactive customer communications, accelerating content production and ensuring a consistent tone
Explore GenAI applications to personalize self-service recommendations for users based on their role, product usage, and historical support interactions
Preferred
Experience within the healthcare, life sciences, or health-tech industry
Familiarity with Komodo Health's product suite or other complex healthcare data platforms
Formal training or practical experience with Knowledge-Centered Service (KCS) methodologies
Hands-on experience with BI tools (e.g., Tableau, Looker) and/or a working knowledge of SQL for data extraction and analysis
Benefits
Comprehensive health, dental, and vision insurance
Flexible time off and holidays
401(k) with company match
Disability insurance and life insurance
Leaves of absence in accordance with applicable state and local laws and regulations and company policy
Paid time off for vacation, sickness, holiday, and bereavement
100% company-paid life insurance
Long-term disability insurance
Company
Komodo Health
Komodo Health is an IT firm that specializes in data engineering, life sciences, artificial intelligence, and machine intelligence services.
Founded in 2014
501-1000 employees
H1B Sponsorship
Komodo Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (15)
2024 (17)
2023 (13)
2022 (24)
2021 (21)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
$514MKey Investors
CoatueTiger Global ManagementAndreessen Horowitz
2022-12-13Series Unknown· $200M
2021-03-22Series E· $220M
2021-01-11Series D· $44M
Leadership Team
Miles Ennis
Chief Operating Officer (COO)
Adam Tong
Head of Corporate Development and Strategy
Recent News
2026-01-16
2026-01-12
Company data provided by crunchbase