Product Support Engineer

Summary

Join Komodo Health's Support Engineering team as a Healthcare Product Support Engineer and play a vital role in supporting customers throughout their lifecycle. You will leverage your skills in business systems analysis, communication, and technology to act as an escalation point for advanced customer support. You'll contribute to iterating Komodo's Product Support playbook and champion the customer experience. Over the first year, you will gain a deep understanding of Komodo's platform and data products, develop proficiency in key offering areas, and create and maintain the product support playbook. You will solve complex issues, collaborate with internal teams, and contribute to transforming Komodo's technical support model. This role requires a client service orientation, strong communication skills, and healthcare experience.

Requirements

• Client service orientation: You understand client needs and how to help 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
• Problem-solving skills: You demonstrate strong logical thinking and an ability to see patterns
• Partnership mentality: You effectively collaborate with Account managers, Sales, Product, and clients to guide 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
• Consultative mindset: You identify and proactively offer recommendations based on observed insights
• Familiarity with customer operational support systems; examples include Jira Service Management, Zendesk, Salesforce Service Cloud, etc
• 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
• 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 Product 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 transformation of Komodo’s technical support, service, and maintenance model, to improve effectiveness and efficiencies for all Dragons
• Consolidate learnings often to provide recommendations for Komodo to implement
• Work with customers to explain, analyze, and investigate application related questions. Some of these are found in reference content, though this role would be focused on what is NOT just easy to solve
• Over time, this role would establish more documentation and content for others in a Knowledge-Centered service fashion. This role is not the first support tier, but rather would take the 2nd or 3rd tier of investigation, which is reserved for the most complex questions or issues that require someone with deeper product knowledge and subject matter expertise. Interacting with the customer to understand their use case, and understand their goals is very important. Managing cases with a Quarterback mentality is key. You are the person who will keep the customer informed. Customer Support’s goal is to provide top notch service at all times, with consistency and quality

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
• Hybrid work model