Get Well · 7 hours ago
Client Support Engineer (Tier 2)
United States
Full-time
Remote
Mid Level
$47K/yr - $57K/yr
3+ years expGet Well is revolutionizing healthcare through connected, AI-native intelligence. They are seeking a Client Support Engineer (Tier 2) to provide issue resolution to clients, collaborating with internal and external customers to diagnose and troubleshoot issues efficiently.
Health CareHospitalMedicalSoftware
Responsibilities
Collaborate with internal and external customers to collect requirements and clearly document problem statements related to the hardware and software
Leverage your knowledge of the software and back-end systems to efficiently diagnose and troubleshoot issues
Follow documented procedures and escalation paths for issues so the right team is engaged in a timely manner
Create client trust and confidence with clear, thorough, and customer-friendly communication and status updates on identified issues
Proactively monitor and action critical service alerts as they happen
Qualification
Required
Demonstrate the ability to manage multiple priorities effectively through strong organizational and time management skills
Proven ability to understand and manage complex systems, including web-based, native, and server applications, to identify root causes and resolve issues efficiently
Exceptional verbal and written communication skills, ensuring clear and professional interactions across all levels
Familiarity with HTTP status codes and their implications for troubleshooting web-based applications
Exposure to Linux server environments, including use of Bash commands and log analysis through tools such as 'grep'
Strong analytical skills with the ability to understand complex systems and identify root causes quickly, leading to efficient problem resolution
A commitment to continuous learning and adaptability in fast-paced, evolving environments
Highly resourceful and self-driven, with a proactive approach to identifying and solving challenges
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
Minimum of 3 years of experience in a client support role, preferably within the healthcare technology or SaaS industry
Comprehensive understanding of customer service best practices with hands-on experience troubleshooting both hardware and software issues
Ability to parse and interpret logs from web servers, application layers, or middleware
High technical aptitude with a proven ability to learn and navigate complex systems in a fast-paced environment
Exposure to ticketing systems (Zendesk, ServiceNow, Jira Service Management) and knowledge base tooling
Familiarity with system monitoring and performance tools (e.g., Icinga, Grafana, Datadog, SolarWinds, etc)
Ability to work effectively under pressure and in a fast-paced environment
Preferred
Candidates located in the Eastern or Central time zones are preferred
Benefits
Exceptionally generous paid time away from work
A variety of paid leave programs
Savings opportunities with 401(k) and incentive plans
Internal education programs
Full array of health benefits
Fitness reimbursement
Cell phone subsidy
Casual offices with snacks and drinks
Peer recognition programs
Health advocacy and employee assistance programs
Chili cook-offs
Pet insurance (yes, really)
Company
Get Well
Now part of SAIGroup, Get Well is redefining digital patient engagement by putting patients in control of their healthcare, inside and outside the hospital.
201-500 employees
H1B Sponsorship
Get Well 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
2022 (1)
2020 (3)
Funding
Current Stage
Growth StageTotal Funding
$19MKey Investors
Valhalla Partners
2024-07-09Acquired
2013-06-05Series Unknown
2009-03-04Series C· $10M
Leadership Team
Michael B. O'Neil, Jr.
Founder & Chief Executive Officer
Jacqueline Thong
Vice President Strategic Partnerships
Recent News
Fierce Healthcare
2025-12-10
2025-09-12
Company data provided by crunchbase