Cinnamon Inc. · 7 hours ago
Support Engineer
United States
Full-time
Remote
Mid, Senior Level
4+ years expCinnamon Inc. is a forward-thinking healthcare technology company focused on empowering patient advocates through innovative solutions. They are seeking a skilled Support Engineer to lead technical support efforts for healthcare customers and internal users, ensuring timely resolutions and improving system reliability. The role involves collaborating with various teams, mentoring junior engineers, and maintaining compliance with privacy and security standards.
Health CareSaaSTherapeutics
Hiring Manager
Laura Then
Responsibilities
Own customer support issues end to end and ensure timely, accurate resolutions
Support customer onboarding by validating configuration, reviewing workflows, and preparing customers for go-live
Deliver advanced training and create materials that help clinical and administrative teams adopt the platform effectively
Serve as the escalation point for Jira Service queues and guide triage and prioritization
Provide advanced support to internal users across authentication, access, feature flagging, analytics, logging, VPN, GitHub, password management, and productivity tools
Investigate and resolve issues across GCP services, Sentry.io, Auth0 flows, LaunchDarkly configuration, Mixpanel events, NordLayer access, GitHub permissions, 1Password access, and related systems
Maintain and improve documentation in Confluence, including workflow diagrams, runbooks, SOPs, and troubleshooting guides created in Lucidchart
Perform proactive system monitoring using GCP logs, Sentry.io, uptime indicators, and automated alerts to detect and address issues early
Reproduce issues, validate fixes, analyze root causes, and collaborate with engineering to improve reliability and data integrity
Ensure support follows HIPAA-aligned privacy, security, and data handling requirements
Surface findings from Intruder and SecurityScorecard and track remediation with security and engineering teams
Identify recurring patterns in support tickets, propose workflow and product improvements, and contribute insights to roadmap discussions
Mentor junior support engineers and help develop team best practices
Participate in incident response efforts for issues affecting multiple customers or systems
Qualification
Required
4-6 years of experience providing technical support in a SaaS, healthcare, or cloud-based environment
Proven experience supporting healthcare customers or healthcare data workflows
Experience owning escalations and complex troubleshooting efforts in coordination with engineering or product teams
Proficiency with Jira Service Management for issue triage and workflows analysis
Experience supporting enterprise SaaS platforms for authentication, identity management, analytics, logging, VPN access, and secure productivity operations
Hands-on experience with Google Cloud Platform logs, error reports, service metrics, or interactions with Cloud Run and Cloud Functions
Strong understanding of QA processes, root cause analysis, and cross-environment troubleshooting
Excellent communication skills with the ability to explain technical issues to non-technical healthcare users
Strong documentation skills maintaining shared knowledge bases or support playbooks
Comfort handling workloads involving sensitive healthcare information and security-related tasks
Preferred
Scripting or automation experience in Python, Bash, or PowerShell
Familiarity with HL7, X12, FHIR, or common healthcare data exchange patterns
Experience supporting customers during EHR integrations or workflow onboarding
Experience with remote support tools such as TeamViewer or AnyDesk
Experience building documentation or diagrams in Confluence and Lucidchart
Exposure to security monitoring tools or vulnerability management processes
Prior mentorship or leadership experience in a support environment
Benefits
Holiday schedule according to your country of residence and PTO
A competitive salary and stock options grant
An innovative and high-paced work environment with a flat management hierarchy
Opportunities for professional growth and advancement in a rapidly scaling company
Company
Cinnamon Inc.
Cinnamon has changed the business model for patient assistance technology by moving the cost from the healthcare provider to pharmaceutical companies and their affiliates.
11-50 employees
Funding
Current Stage
Early StageRecent News
Company data provided by crunchbase