Technical Support Engineer

| Greater NYC Area

Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research. Our team is building a disruptive, oncology-specific software platform that connects cancer centers across the world on a common technology infrastructure to address key healthcare challenges. Today, the Flatiron Health OncologyCloud™ platform includes the industry-leading electronic medical record for oncology, a first-of-its-kind analytics tool, patient portal, and integrated billing management. Our goal is to help cancer centers and life science companies leverage real-world oncology data at a scale and clinical depth never before seen, to advance cancer care and accelerate research.

Technical Support Engineers are the voice of the customer, bridging the gap between product, engineering, and client facing teams. This role is highly collaborative and focuses on ensuring a smooth client experience by tackling high priority issues and driving resolution of technical escalations. A Technical Support Engineer is self-motivated, can read and write code, and can handle a fast-paced environment.

Responsibilities

  • Own technical customer escalations and ensure application stability for Flatiron clients
  • Become a product expert and work cross-functionally to drive issue resolution
  • Work with product and engineering teams to investigate, prioritize, track, and resolve application issues through clearly defined steps for reproducibility, and recommended corrective actions/fixes.
  • Use SQL and other data processing tools to understand feature usage and make informed decisions, and in own corrective procedures in instances that require data updates, edits or corrections.
  • Use data analysis techniques to measure the impact of product defects.

Requirements

  • Bachelor’s degree
  • Exceptional written and spoken communication skills and the ability to explain technical topics to non-technical audiences
  • Ability to develop hypotheses with limited information to quickly solve ambiguous or complex problems
  • Managing and communicating with stakeholders while driving issue resolution and advocating for clients
  • Occasional travel

Nice to Have

  • Previous professional experience in a medical field, particularly working with EMRs and/or medical billing software.
  • Previous professional experience working with agile scrum software engineering teams
  • Experience working with relational databases and SQL
  • Experience working with web applications and high-level languages
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases

Location

Flatiron Health is in the heart of the Flatiron District. Eataly is right downstairs and we oversee Madison Square Park.
200 5th Avenue, New York, NY 10010

Insider's spotlight

What’s the vibe like in the office?

The most exciting part of being in my company is solving a real problem at scale through serious collaboration. Oncologists, software engineers, statisticians, business folks, etc. all have to come to the table together, as equals, to figure this one out. And we are doing it.

Amy

Chief medical Officer

What kinds of technical challenges do you and your team face?

An engineer and oncologist work together over several weeks to build an algorithm from a naive prototype to a highly specialized and flexible rule set that can accurately represent the lines of therapy for 95% of patients within a specific disease subset.

Abhishek

Software Engineer

How does the company support your career growth?

As engineering manager, I am invested in the professional development of the people I work with. I train team members by pulling them out of their comfort zones to the uncomfortable territory. At Flatiron, it is one of our values - greatness and comfort rarely co-exist.

Kevin

Software Engineering

At Flatiron, we believe that learning from the experience of every cancer patient is an imperative — it is the key to accelerating research and continuing to improve the quality of care. Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research.

Zach Weinberg

Co-Founder, President and COO

Instead of studying the cells, I now have the opportunity to write about the patients. I can tell their stories through the research lens and enable them to advance clinical cancer research through their experiences. I certainly never lose sight of the human behind the cell anymore.

Rana

Medical Writer

What are Flatiron Health Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
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