Flatiron Health
Reimagining the infrastructure of cancer care.
New York, NY

Technical Support Engineer, Provider Software

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We're looking for a Technical Support Engineer to help us accomplish our mission to improve lives by learning from the experience of every cancer patient. Here's what you need to know about the role, our team, and why Flatiron Health is the right next step in your career. 

What You'll Do

In this role, you'll work with the Provider Software Technical Support Engineering Team to act as the voice of the customer, bridging the gap between product, engineering, and client facing teams. You'll focus on ensuring a smooth client experience by tackling high priority issues and driving resolution of technical escalations. In addition, you'll also:

  • Own technical customer escalations and ensure application stability for Flatiron clients
  • Become a product expert and collaborate with product and engineering teams to solve the most impactful challenges facing our clients
  • Independently prioritize, track, and resolve complex and sometimes nebulous application issues and client requests 
  • Use SQL and other data processing tools to understand feature usage and make informed decisions, and own corrective procedures in instances that require data updates, edits or corrections
  • Use data analysis techniques to measure the impact of product defects
  • Read, trace, and debug code to find root cause. Recommend code changes to improve system stability, performance, and accuracy

In this role, you’ll have the opportunity to learn the ins and outs of the application and technical infrastructure from experienced team members. You’ll work directly with clients, customer support representatives, account managers, and engineers to deliver the best possible product to our clients.

Who You Are

You're a highly collaborative strategic thinker who can read and write code. You're excited by the prospect of rolling up your sleeves to tackle meaningful problems each and every day. You’re a kind, passionate, and determined problem-solver who seeks and gives candid feedback, and values the chance to make an important impact. 

  • Bachelor’s degree
  • Polished 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
  • Manage and communicate with stakeholders while driving issue resolution and advocating for clients
  • Experience programming and debugging code
  • Occasional travel

 If this sounds like you, you'll fit right in at Flatiron. 

Extra Credit 

  • Technical degree (computer science or engineering)
  • Previous professional experience in the 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

Why You Should Join Our Team

A career at Flatiron is a chance to work with everyone involved in the future of cancer care and research—all under one roof. Researchers, data scientists, designers, clinicians, technologists and many more all work together to improve cancer care and accelerate research.

You'll also find a culture of continuous learning, broad and inclusive employee support offerings, and a commitment to supporting our team members in all aspects of their lives—at home, at work and everywhere in between. We offer: 

  • Flatiron University training curriculum which includes presentation skills, meeting mastery, coding languages and more
  • Career coaching opportunities
  • Hackathons for all employees (not just our engineers!)
  • Professional development benefit for attending conferences, industry events and external courses
  • Work/life autonomy via flexible work hours and flexible paid time off
  • Generous parental leave (16 weeks for either parent)
  • Back-up child care
  • Flatiron-sponsored fitness classes

Flatiron Health is proud to be an Equal Employment Opportunity employer. 

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.


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What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

At Flatiron, we are committed to providing our employees with the resources they need, both within and outside of work. This enables them to concentrate their working hours on improving cancer care and accelerating cancer research, while dedicating their non-working hours to everything else life has to offer.

We offer a full range of benefits to support our employees and their families. These benefits include health and wellness, family planning, financial planning and time away.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Company-wide vacation
Office Perks
Commuter benefits
Free snacks and drinks
Some meals provided
Relocation assistance
Meditation space
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks
Personal development training
Apprenticeship programs

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