Healthcare Data Support Engineer

Summary

Join Komodo Health's Customer Support team as a Tier 2 Support Engineer and become a critical link between clients and the Healthcare Map. You will investigate and resolve complex data inquiries, acting as a definitive data detective. This role requires deep analytical skills using SQL, Python, and internal tools. You will collaborate with other teams to ensure data integrity and client success. In your first year, you will demonstrate expertise in the Healthcare Map, establish feedback loops with other teams, contribute to support playbooks, and build strong relationships with internal and external partners. This position offers a hybrid work model and competitive compensation and benefits.

Requirements

• Expertise in querying and analyzing large-scale relational databases using SQL (Snowflake preferred)
• Proficiency in a scripting language, preferably Python, for data transformation and analysis
• Deep familiarity with the US healthcare data ecosystem, including hands-on experience with patient-level data (e.g., medical/pharmacy claims, EHR)
• A proven analytical and consultative mindset, with the ability to deconstruct ambiguous problems and conduct rigorous analysis
• Exceptional communication skills, with experience explaining complex technical topics to diverse audiences
• Strong ownership and problem-solving abilities; you can manage competing priorities and drive investigations from start to finish with a high degree of autonomy
• A collaborative approach, with experience working cross-functionally with Product, Engineering, and customer-facing teams to advocate for customer needs

Responsibilities

• Own the investigation and analysis of complex Tier 2 data inquiries using SQL, Python, and internal tooling, and partner with the Tier 3 team to escalate and resolve the most intricate cases
• Serve as the primary technical point of contact for assigned support tickets, managing them from initial triage through to final resolution and root cause analysis
• Communicate technical concepts and investigation results clearly to both technical and non-technical audiences, including customers, Account Managers, and Product teams
• Contribute clear, concise content to our internal knowledge base and customer-facing documentation based on your investigation findings
• Collaborate with Data Engineering, Product Management, and commercial teams to diagnose root causes and ensure proper pull-through of data asset changes
• Synthesize learnings from support investigations to identify trends and provide data-driven recommendations for product and process improvements

Preferred Qualifications

• Familiarity with customer support and ticketing systems (e.g., Jira Service Management, Zendesk)
• Knowledge of cloud platforms and services (e.g., AWS)
• Experience working directly with life sciences customers or in a client-facing analytical role

Benefits

• 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
• 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