Rockefeller Philanthropy Advisors is hiring a Customer Support Engineer to support complex production environments by resolving technical issues, improving customer satisfaction, and streamlining processes. This role acts as a critical bridge between clients and engineering teams, troubleshooting APIs, data flows, and system configurations.

What You'll Do

Serve as a trusted technical point of contact for customers and partners, providing support via email, virtual meetings, and the support portal.
Troubleshoot and resolve Tier 2 and Tier 3 issues related to data, APIs, and system configurations.
Collaborate closely with Product and Engineering teams to escalate bugs, develop interim solutions, and drive timely resolutions.
Monitor data workflows and key pipelines proactively to prevent incidents.
Triage support cases effectively, ensuring correct prioritization, routing, and follow-up.
Identify and implement enhancements in support tooling to improve the customer experience.
Contribute to documentation and internal knowledge sharing to streamline future support efforts.
Participate in an on-call rotation to respond to urgent, real-time production issues outside standard hours.

What We're Looking For

5+ years in a technical support or customer success engineering role, preferably in healthcare technology or health IT.
Strong knowledge of healthcare interoperability standards (FHIR, HL7 v2, CCDA, X12).
Proficiency with RESTful APIs and API testing tools like Postman.
Strong SQL skills and experience with relational databases.
Familiarity with production monitoring tools and supporting cloud-based systems.
Exceptional communication, problem-solving, and prioritization skills.
Bachelor’s degree in Computer Science, Software Engineering, Health Informatics, or related field (or equivalent experience).

Nice to Have

Experience with AWS, Apache NiFi, Kubernetes, RDS, payer data systems, Salesforce Service Cloud, JIRA configuration.

Technical Stack

RESTful APIs, Postman, SQL, Relational databases
Production monitoring tools, Cloud-based systems
AWS, Apache NiFi, Kubernetes, RDS
Salesforce Service Cloud, JIRA

Team & Environment

You will collaborate closely with Product and Engineering teams.

Benefits & Compensation

100% paid medical and dental insurance (BCBS) for employees.
Vision insurance coverage.
Unlimited paid time off (PTO).
Equity participation.
401(k) retirement plan.
Home office stipend and lifestyle savings account.
Generous parental leave: 16 weeks for birthing parents, 6 weeks for non-birthing parents.
Fully remote work aligned with Eastern Time business hours.
Occasional travel for internal summits (2–3 times per year).