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Support Engineer, Supplier

Parachute Health

Parachute Health

Customer Service
Remote
Posted on Thursday, June 27, 2024

In the U.S. alone, over 30 million patients per year are prescribed care via paper and fax. The legacy ordering process is long, complicated, and yields an 83% error rate, resulting in patients ending up in the hospital or worse.

The world is transitioning to Digital Ordering across the healthcare industry. At Parachute Health, we’re leading the charge with a platform that is 10 times faster than the status quo. We connect with major hospitals, payors, and suppliers of life-saving products. Our vision of a "delightfully simple" digital ordering experience for clinicians pushes us forward to transforming the world of post-acute care.

Since launching, we’ve helped millions of patients. Founded in New York City, we’ve grown across 50 states and partnered with 50,000 clinical facilities and over 2,000 supplier locations across 20,000+ products on the Parachute Platform.

Responsibilities

  • Serve as first level of technical escalation and expertise for Parachute Health’s Supplier Operational teams and customers.
  • Become Parachute Health’s configuration subject matter expert for our supplier customers.
  • Support Operations on both existing and new supplier implementations via call and/or email.
  • Maintain our proprietary external specifications and contribute to internal documentation.
  • Identify integration implementation inefficiencies. Collaborate with internal implementation teams to improve processes.
  • Coordinate with Tier 3 support (product engineering) when unable to remediate an issue.
  • Develop & improve processes for effective support triage & escalation.
  • Serve as the Subject Matter Expert of proprietary Supplier API and SSO integrations for Operations.
  • Serve as Subject Matter Expert for most common supplier ERPs such as Brightree and Bonafide.
  • Provide data-driven reporting & dashboards on issues to inform prioritization & impact.

Requirements

  • Comfortable being customer facing, internally and externally
  • Liaison between technical and non-technical stakeholders, able to effectively communicate issues & their resolutions to both internal and external users
  • 2+ years of experience working in technical customer support
  • 2+ years experience with application logging and monitoring tools (e.g. Datadog, Splunk, Grafana)
  • Previous experience working with customers of varying degrees of technical experience
  • Strong analytical and problem-solving skills
  • Strong communication skills, both internally and externally, in writing and verbally
  • Highly organized, able to work on multiple issues concurrently and manage long-running requests
  • Able to read technical documentation
  • Understands fundamentals of web-based API integrations (REST, JSON, SOAP, CSV)
  • Understands fundamentals of SSO (SAML, JWT)
  • Familiar with API tools (eg. Postman, Insomnia, Apigee, Soap UI)
  • Familiarity with inventory system workflows (ERP)

Nice to Haves

  • Awareness of HIPAA and security best practices in relation to patient health information, personally identifiable information, and financial information
  • Experience with Supply Chain Management workflows
  • Experience writing workflow or sequence diagrams
  • Able to read application code, interest in writing code
  • Able to run Ruby on Rails ActiveRecord queries in the Rails Console

Benefits

  • Medical, Dental, and Vision Coverage
  • 401(k) Retirement Plan
  • Remote-First Company
  • Equity Incentive Plan
  • Annual Company-Wide Bonus (up to 15%)
  • Flexible Vacation Policy
  • Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
  • Monthly Internet Stipend
  • Annual Home Office Stipend
  • Co-Working Space Reimbursement

Salary:

Base: $90K-120K

*** Please note we will be starting initial phone screen interviews on the week of July 8th.

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We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.