California Remote, Texas Remote, Florida Remote
Technical Support Engineer
Company Overview
At Shadowbox, our mission is to elevate patient care by making patient information easy to access and safe to share no matter where it resides. Shadowbox is a secure, HIPAA-compliant automation platform built for healthcare. Our “browser-like” application operates like an "infinite API" connecting multiple applications on the fly. A user can access the applications they use every day - an EHR, a lab portal, a billing system, a payer portal, even a state-run database - simultaneously connecting fields, transferring data and automating workflow.
We are looking for like-minded individuals who are inspired to innovate, grow and evolve. Explore remote-friendly, flexible career opportunities in a fast-growing company that values inclusivity, creativity, and work-life balance.
About Role
We are looking for a dedicated Technical Support Process Specialist to join our team at Shadowbox, a leading provider of innovative medical software solutions. As a Technical Support Engineer, you will play a crucial role in providing exceptional technical support to our customers, ensuring smooth operations and maximizing satisfaction with our software products. In this role, you will be responsible for optimizing our technical support processes to ensure efficient and effective resolution of customer issues. If you have a passion for streamlining workflows, improving customer satisfaction, and driving continuous improvement, we want to hear from you.
Responsibilities
- Provide timely and effective technical support to customers via phone, email, and remote assistance tools.
- Troubleshoot and resolve software-related issues reported by customers, including installation, configuration, functionality, and performance problems.
- Collaborate with cross-functional teams, including software development, quality assurance, and product management, to diagnose and escalate complex technical issues.
- Document customer interactions, troubleshooting steps, and solutions in our internal knowledge base system to facilitate efficient issue resolution and knowledge sharing.
- Participate in ongoing efforts to improve product quality and customer satisfaction by identifying common issues, suggesting enhancements, and contributing to product testing and validation processes.
- Lead initiatives to automate repetitive tasks, streamline workflows, and enhance the efficiency of both technical support and client operations.
- Conduct training sessions and create documentation to educate customers on best practices for using our software effectively.
- Conduct regular reviews and analysis of technical support metrics and customer feedback to identify areas for process improvement and optimization.
Qualifications
- Proven experience in technical support, customer service, or process improvement roles, preferably in the software industry.
- Experience with implementing and managing ticketing systems (e.g., Zendesk, Jira Service Desk) and knowledge base platforms.
- Experience with healthcare technology, or healthcare-related support a plus.
- Excellent communication skills, with the ability to convey technical information clearly and concisely to both technical and non-technical audiences.
- Strong problem-solving skills and a proactive approach to identifying and resolving technical issues.
- Experience working in an Agile software development environment is a plus.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are desirable.
- Uncompromising ethics and integrity.
- Self-starter who works well independently and as part of a team.
Compensation and Benefits
- Competitive salary dependent on location and experience
- Employee stock option plan
- Healthcare, Dental, Vision
- 401(k)
- Paid Time Off
- Flexible schedule/remote work
Location
California Remote, Texas Remote, Florida Remote