Customer Success Engineer
Remote · location unlistedFull-time$80–120K/yrPosted 4 days agoStill listed 4 days ago
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Job overview
Fasten Health is hiring its first dedicated customer support professional to help customers integrate with and use Fasten Connect. The role owns requests through resolution, investigates API and integration issues, and coordinates with engineering and product when deeper investigation is needed. It also helps establish support processes, documentation, escalation paths, and service standards while bringing customer feedback and recurring issues to company leadership.
Skills & qualifications
Skills
Qualifications
Full job description
You’ll be Fasten’s first dedicated customer support hire, helping customers integrate with and use Fasten Connect. You’ll own requests through resolution: answering product and configuration questions, investigating API and integration issues, reproducing problems, and keeping customers informed. You’ll work directly with our technical founder and engineering team, with hands-on support from the people building the platform when issues require deeper investigation. If you enjoy digging into technical problems, helping customers get unstuck, and shaping how a growing company supports its customers, we’d love to chat. About Fasten Health We’re building a future where fragmented medical records no longer stand in the way of better healthcare. Medical records today remain scattered across thousands of health systems and EHRs, making it difficult for patients and the organizations that serve them to access the information needed to make informed decisions. Fasten Health solves this with a turnkey, patient-mediated API that lets companies retrieve structured, longitudinal clinical records securely without building and maintaining hundreds of custom integrations. What you’ll own
- Own customer support requests from initial response through confirmed resolution
- Monitor and organize incoming questions across email, Slack, and Fasten’s support tools
- Help customers with account access, configuration, data-retrieval, and general product questions
- Investigate issues involving REST APIs, authentication, OAuth, FHIR connections, healthcare organizations, and returned patient data
- Reproduce reported problems and collect the details engineering needs to investigate them
- Determine which issues can be resolved through support and which require escalation
- Write clear escalation reports with reproduction steps, error messages, environment details, and customer impact
- Keep customers updated during investigations, incidents, and longer-running technical issues
- Coordinate with engineering and product until the customer’s issue has been resolved
- Identify recurring questions and turn them into help articles, internal runbooks, and reusable responses
- Track response times, resolution times, recurring issues, and open support commitments
- Surface patterns that may point to a product issue, confusing workflow, missing documentation, or customer risk
- Bring customer feedback back to the CEO, product, and engineering teams
- Help define Fasten’s support priorities, escalation paths, service standards, and operating processes
What we’re looking for
- 3+yrs experience in technical support, customer support, client operations, healthcare technology, or a similar customer-facing role
- Experience supporting a technical B2B product, API, integration, or software platform
- The ability to investigate a problem methodically before escalating it
- Working knowledge of REST APIs, authentication flows, and basic web application concepts
- Comfort using API documentation, browser developer tools, logs, dashboards, and ticketing systems to understand reported issues
- Strong written communication that is clear, direct, and calm
- The ability to explain technical issues to both developers and non-technical customers
- Strong organization and follow-through across multiple customer requests and priorities
- Good judgment about urgency, customer impact, and when to involve engineering
- A high level of ownership over both the customer’s experience and the final outcome
- Comfort working directly with the CEO, product, and engineering in a start up environment
Nice to have Experience in digital health, healthcare IT, health-data platforms, or another regulated industry Familiarity with FHIR, HL7, USCDI, SMART on FHIR, EHRs, or healthcare interoperability Experience supporting developer-facing products or API integrations Familiarity with OAuth, identity verification, consent flows, or patient-authorized data access Experience using support tools such as Linear, Zendesk, Jira or similar platforms Experience creating support documentation, FAQs, escalation procedures, or internal runbooks Experience helping an early-stage company establish its first formal support process Compensation Base Salary: $80,000–$120,000 Equity: 0.1-0.2%
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