Technical Support Engineer -- Infrastructure

Carex’s healthtech partner in Madison, WI is on a mission to slash billions from healthcare costs.

They are searching for a Technical Support Engineer to join their team to assist with their AWS infrastructure and customer networking needs. The ideal candidate thrives on digging deep into technical issues and enjoys working with customers in the overall pursuit of strong relationships and high satisfaction. You’ll be engaging with challenging problems, collaborating on improvements to team tools and documentation, troubleshooting customer issues, and above all, making customer’s happiness a top priority. This position reports to the Manager of Technical Support.

What you'll do

Technical Support Engineers work deep in the guts of the system, ensuring customers have a world class experience. The entire support team is technically focused, and this position will work closely with the Infrastructure team in fulfilling customer connectivity and file delivery needs, as well as being tasked with AWS and other infrastructure work for the Support team. Your first project will be understanding and then redeveloping our partner’s site-to-site VPN solution, and training others on supporting it.

Responsibilities:

• Evaluate and understand current and future customer-focused infrastructure needs (VPN, SFTP, etc.) and drive improvement projects for supportability and scalability


• Work with customers to configure new connections and update/troubleshoot existing connections


• Engage with colleagues on the Technical Support and Implementation teams to improve processes, drive automation, and develop tools using technology such as Ansible, Jenkins, Terraform, python, and AWS infrastructure


• Project manage small to medium sized efforts internally and with customers to ensure speedy implementations and deployments


• Working with Engineering, Customer Success, and Product teams to enhance product functionality and reliability

What you'll bring

• 2 - 4 years of experience as a Technical Support, Systems Engineering, Network Engineering or similarly customer facing and technical role, ideally in the healthcare industry


• Has implemented and troubleshot a site-to-site VPN solution, preferably covering numerous endpoints of various technologies


• Strong analytical, organizational, problem solving, and troubleshooting skills


• Fast learner who thrives on digging into difficult and complex problems

Salary and benefits

• Unlimited PTO


• 11 paid holidays


• Paid Parental Leave


• Medical, Dental, Vision, 401K

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