Escalation Engineer

Simplee® is transforming the patient financial experience. The Simplee Financial Engagement™ software platform is healthcare’s first patient engagement solution unifying hospital and physician estimates, statements, payments, and credit. Since launching its enterprise platform in 2013, Simplee now works with nearly 900 hospitals and physician groups, and 5 million patients across the US representing over $1 billion in annual payments.

Here at Simplee, our customers mean the world to us. Keeping our existing customers happy by making sure that they feel fully supported plays a pivotal role in the success of Simplee. Passionate dedication to customer satisfaction is the primary goal for the Customer Support team. The Customer Support Team is the first line of technical problem solving. Our Escalation Engineers handle on only the toughest problems, working alongside Development and closely with both the Customer Success and the Product Management teams.

* Provide development and technical resolution work in Ruby * Take ownership of technical problem solving and escalations, working with our development team to create new technical solutions. * Provide in-depth and detailed technical support to Simplee customers via email, web, and phone interaction to resolve customer issues and provide solutions * Reproduce, document and raise issues and bugs to the Development team, provide technical resolution as appropriate * Gather and analyze complex data points to resolve application issues or answer customer questions. * Contribute to the development of serviceability tools * Some responsibility for off hours support

* Strong technical skills including: * Ability to code and read code in Java, Ruby, C, C++ or other development languages * Scripting in Ruby, Python, shell, or other common languages is a plus * Proficiency on Mac, Linux, and Windows platforms * SQL * Web technologies * 5 or more years of experience working in a presales, technical support, development, or QA role including time within a startup environment * Superior analytical and problem solving skills * The ability to manage challenging and technically complex customer interactions, demonstrating a logical approach to problem solving * Proven ability to communicate complex technical concepts * Ability to work closely with remote development teams * Team-orientated and collaborative by nature * Excellent written and oral communication skills * Able to manage multiple tasks with competing priorities