Healthcare Data Support Engineer

Summary

Join Komodo Health's Support Engineering team and play a vital role in technically supporting our customers throughout the lifecycle of Komodo’s relationship. You will obtain a deep understanding of Komodo’s Healthcare Map and suite of products, focusing on data products. Develop proficiency in key offering areas, including patient journey and HCP segmentation. Maintain Komodo’s data support playbook and knowledge base. Collaborate with internal and external stakeholders to resolve issues. Assist in transforming Komodo’s technical support model. Consolidate learnings to provide recommendations for implementation. This role involves investigating complex data questions, using Komodo's tooling and other platforms, and creating documentation. You will work with large-scale databases, leverage Python and SQL, and translate analytic insights into presentations or dashboards.

Requirements

• Analytical mindset: You solve complex business problems with analytics
• Client service orientation: You understand client needs and how to develop solutions to address them
• Strong communication skills: You are comfortable presenting to stakeholders at all levels (technical and non-technical) and distilling complex topics and analyses into easy-to-follow and compelling narratives
• Healthcare or other related experience: You are familiar with life sciences needs, such as patient journey analytics, HCP engagement and segmentation, and market landscape assessments
• Data-driven mindset: You are able to dig into the data both within Komodo’s Healthcare Map and across external data sources that we receive from partners and customers to synthesize insights
• Problem-solving skills: You demonstrate strong logical thinking and an ability to see patterns
• Partnership mentality: You effectively collaborate with data science, account managers, sales, product, and clients to guide analyses, synthesize results, and share feedback
• Curiosity: You demonstrate an interest and aptitude for constant learning and regularly seek and welcome feedback and help from colleagues
• Flexible attitude: You adapt to changing environments and solve problems from new angles; you know how to manage ambiguity
• Proficiency in quantitative reasoning: You understand the basics of data science and classical statistics and can use that knowledge to scope out a client solution
• Consultative mindset: You identify and proactively offer recommendations based on observed insights
• At least three years of industry experience working with large-scale databases and leveraging Python and SQL (notably Snowflake for data querying, cleaning, and transformation)
• Advanced Excel skills
• Experience translating analytic insights into PowerPoint or dashboards
• Prior life sciences or other healthcare experience analyzing claims data to inform business decisions
• Strong problem-solving skills and the ability to sniff out, diagnose and resolve technical issues
• Effective communication skills to collaborate with both technical and non-technical teams
• Deep understanding of the US Healthcare system, through EHR, Claims, or
• Mid-level technical knowledge in one or more of the following, or similar: Technology integration projects, IT systems, REST APIs, Service-Oriented Architectures, Relational Databases or other large-scale data management technologies, Technical Project Management
• Familiarity with Snowflake’s data warehousing platform and AWS EC2 services
• Basic knowledge of cloud computing principles and best practices
• Demonstrated experience working across a range of technical end-users, including but not limited to data scientists, data engineers, analysts, and end application users
• Ability to learn the Komodo data models with training and documentation and an appetite to dig in, research, and analyze data issues
• In-depth understanding of and experience working with data assets or products used by entities in the healthcare industry
• Demonstrated ability to communicate effectively verbally in meetings and in written technical documentation to drive cross-functional collaboration
• Ability to successfully manage multiple tasks and projects with high quality and grace under pressure, with a customer-centric mindset
• Comfortable to collaborate and/or ask for help from colleagues or leaders when stuck on a problem
• Commitment to full resolution and root cause analysis for a great customer experience
• A passion for improving patient care and addressing unmet medical needs

Responsibilities

• Obtain a deep understanding of Komodo’s Healthcare Map, platform, and suite of products - especially focused deeply on data products
• Develop an understanding of patient-level data and proficiency in our key offering areas, including patient journey, line of therapy, HCP segmentation, and market landscape assessments
• Create and maintain Komodo’s data support multi-tier playbook and knowledge base sourced from inbound customer support requests, and learnings
• Maintain active engagement with stakeholders, including data product management, engineering, and commercial teams as well as our external customers, to resolve time-sensitive and business-critical issues, including follow-up until resolved
• Collaborate with internal data teams for any escalated requests
• Assist with the ongoing transformation of Komodo’s technical support, service, and maintenance model, to improve effectiveness and efficiencies for all Dragons
• Consolidated learnings often to provide recommendations for Komodo to implement
• Work with customers to explain, analyze, and investigate data questions
• The investigations are typically done through our tooling, or through Snowflake or other scripting
• Over time, this role would establish more documentation and content for others in a Knowledge-Centered service fashion

Preferred Qualifications

Familiarity with customer operational support systems; examples include Jira Service Management, Zendesk, Salesforce Service Cloud

Benefits

• Performance-based bonuses
• Equity awards
• 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
• Competitive total rewards package including medical, dental and vision coverage
• 401k Retirement Plan
• Prepaid legal assistance
• Paid time off for vacation, sickness, holiday, and bereavement
• 100% company-paid life insurance and long-term disability insurance
• Hybrid work model