Technical Support Engineer

Summary

Join Twin Health as a Product Reliability Engineer and become a technical expert, providing exceptional product support and resolving complex issues. You will diagnose problems, identify root causes, and collaborate with various teams to improve product quality and user experience. This 100% remote US-based role requires strong communication and analytical skills, along with experience in programming, project management, and specific technologies. You will build documentation, provide training, and participate in on-call rotation. Twin Health offers a competitive compensation package, comprehensive benefits, and a flexible work environment.

Requirements

• BA/BS degree in Computer Science, Computer Engineering or related technical fields
• Minimum of 1 to 2 years of experience in Product Support, Reliability Support, Quality Assurance or related fields
• Minimum of 1 to 2 years of programming experience
• Minimum of 2 years of project management experience communicating with internal and external stakeholders
• Strong experience with HTML5 and CSS3
• Strong experience with Rest API
• Excellent analytical skills in analyzing large datasets using SQL
• Familiarity with CRM systems, including Zendesk, Salesforce, and Jira
• Strong oral and written communication skills

Responsibilities

• Be the technical expert on Twin products and provide exceptional product support
• Diagnose and resolve the most complex issues from other support channels in a timely manner
• Analyze issues to identify root causes and develop solutions
• Partner with product/engineering management to improve product quality and provide better user experience
• Build process and troubleshooting documentation in the product support knowledge base and runbook
• Provide training and knowledge transfer
• Work on technical and non-technical projects
• Build tools to automate manual tasks and redundant processes
• Participate in the weekend on-call rotation to address mission-critical incidents as they arise
• Additional duties as assigned

Preferred Qualifications

• MS degree in Computer Science, Computer Engineering or related technical fields
• Strong programming experience with one or more: Python, Java, JavaScript, Django, Node.js
• Strong experience in troubleshooting mobile applications
• Strong experience with AWS
• Strong experience with Splunk, Kibana, or any log search tools
• Ability to work in a fast paced and agile development environment

Benefits

• A competitive compensation package in line with leading technology companies
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan