Janus Health Careers is hiring a Support Engineer to deliver exceptional support to live customers. This role involves effective issue triage, prioritization, cross-functional coordination, and clear communication. We're looking for a proactive, detail-oriented individual comfortable managing multiple priorities in a dynamic environment.

What You'll Do

Perform initial triage and investigation of customer-submitted support tickets, ensuring accurate assessment, prioritization, and routing.
Apply a strong understanding of triage processes, including SLAs, issue ownership guidelines, and escalation paths.
Actively use and contribute to the Knowledge Base to support efficient ticket resolution.
Participate in the creation, maintenance, and interpretation of support reporting, monitoring tools, and utilization metrics.
Collaborate closely with customers and internal Delivery, Product, and Engineering teams to support customer needs.
Demonstrate strong judgment in assigning issues to the appropriate owners or departments with speed and accuracy.
Develop and maintain a strong working knowledge of our products, systems, and workflows.
Identify opportunities to enhance the support function, including processes, tooling, and customer experience improvements.
Contribute to a positive, team-oriented culture by sharing knowledge, celebrating successes, and supporting continuous improvement initiatives.

What We're Looking For

Relevant experience in customer support, technical support, business analysis, IT operations, or similar roles (typically 2+ years).
Demonstrated experience contributing to or improving support workflows and operational processes.
Strong analytical skills, including prioritization, logical reasoning, and problem-solving abilities.
Ability to operate effectively in a fast-paced, high-growth environment and navigate ambiguity with confidence.
Motivated self-starter with a strong sense of ownership and commitment to team success.
Excellent communication skills, both verbal and written, with the ability to convey complex information clearly.
Flexibility and adaptability in a dynamic, startup-like environment.
Positive attitude with a focus on collaboration, learning, and celebrating team achievements.

Nice to Have

Associate or Bachelor’s degree in information systems, computer science, or equivalent experience.
Experience with support tools including Zendesk, Confluence, JIRA, and Teams.
Experience working in a health system, healthcare technology environment, or SaaS company.
Experience in rapid-growth or scaling organizations is a plus.