Support Engineering

Summary

Join Stedi, a rapidly growing healthcare clearinghouse, as the Head of Support Engineering. You will be responsible for the technical success of all customers, building out systems and processes for onboarding, and owning major incidents. This role requires a technical product mindset, deep customer empathy, and the ability to move fast. You will identify product gaps, relay issues to product and engineering teams, and contribute to documentation. The ideal candidate is a leader who is not afraid to do the work themselves and lead by example. Stedi offers a unique support culture focused on quickly eliminating customer pain.

Requirements

• You have a technical product mindset. You go beyond helping customers with the task at hand. You are able to intuitively identify product gaps based on customer feedback, and are able to articulate those to product and engineering teams. You are familiar with developer-first products (working with APIs, JSON, LLMs, etc)
• You move fast . We move fast as an organization. Our median response time to customers during business hours is 8 minutes - which we think is slow. This requires an ability to match our pace and not get lost when responding with urgency (both externally to customers and internally to stakeholders)
• You have customer-facing experience: You have worked directly with customers; ideally within support engineering, product operations, sales engineering, consulting, or adjacent roles
• You are exceptional at staying on top of many open threads simultaneously. You are hyper-responsive, organized, and thorough. You instinctively document decisions and processes to avoid repeat problems. You know when to zoom in to the details or zoom out to reprioritize. You never drop balls
• You do what it takes to get the job done. You are resourceful, self-motivating, self-disciplined, receptive to feedback, and don’t wait to be told what to do. You put in the hours
• You have deep customer empathy. You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value. You keep customers at the center of your work and always prioritize customer relationships
• You are a leader. You know what it takes to hire and develop the best. You know that the strongest leaders are also high-performing individual contributors. You are not afraid to do the work and lead by example

Responsibilities

• Take on responsibility for the people, priorities, and performance of the Support Engineering function
• Be directly responsible for the technical success of all customers, from those in a proof-of-concept period through production
• Build out the systems and processes to ensure customers are being onboarded successfully and as quickly as possible
• Be the primary owner of all major incidents, outages, and escalations
• Identify product gaps and signals from customers and relay those as well-documented issues to product and engineering teams for review and implementation. Ensure the loop is closed with customers
• Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption
• Build tooling and systems to scale the systems and team