Customer Support Engineer

Overview Join to apply for the Customer Support Engineer role at Droxi. At Droxi, we’re improving the medical world by solving one of healthcare’s biggest headaches—EHR inbox overload. Our AI-powered solution acts as the ultimate assistant, handling the tedious work so healthcare providers can focus on practicing medicine. We’re a small but mighty team building something that makes a difference for healthcare and tech enthusiasts alike. Role Overview This role sits within our Customer Success practice and plays a critical part in ensuring a smooth and technically sound onboarding experience for our clients. As a Customer Support Engineer, you’ll be the primary technical contact for users encountering issues with our SaaS platform and you’ll own the technical onboarding process for new customers. This includes supporting initial setup, validating configurations, troubleshooting early-stage issues, and ensuring clients are set up for success from day one. You’ll troubleshoot installation and operational issues, leverage MongoDB to analyze root causes, work with browser diagnostics, and escalate issues when needed—presenting clear, actionable insights for Tier 2 and 3 teams. Your communication will be central to customer satisfaction and internal efficiency, and you’ll collaborate with Customer Success Managers, Product, and Engineering to deliver a seamless onboarding experience while also providing Tier 1 support post-launch. Key Responsibilities Own the technical onboarding of new customers, including environment setup, extension deployment, and validation testing. Collaborate with the Customer Success Team to ensure onboarding milestones are met and client expectations are aligned. Troubleshoot onboarding-related issues and ensure resolution prior to go-live. Provide proactive guidance to clients during onboarding to minimize friction and drive product adoption. Provide Tier 1 technical support for our SaaS platform. Analyze browser Developer Tools (console logs, network panel) to diagnose issues. Run MongoDB queries to investigate user-specific issues and derive insights. Prepare escalation tickets for Tier 2/3 with logs, diagnostic findings, reproduction steps, and hypotheses. Craft and maintain documentation (FAQs, troubleshooting guides, knowledge base entries). Monitor support trends and collaborate with Product and Engineering to drive improvements. Manage support tickets using JIRA—triaging, prioritizing, updating, and meeting SLA expectations. Requirements 4+ years of technical/customer support experience for SaaS products. Proficiency with browser diagnostic tools (console, network tabs) and log analysis. Ability to craft MongoDB queries and interpret results for troubleshooting. Strong written and verbal communication skills for both customers and internal teams. Proficiency using JIRA (or similar) for ticket management and escalation tracking. Nice-to-Have Experience supporting Chrome extension deployment and operation on Windows and macOS. Familiarity with JavaScript, HTML, or CSS basics. Understanding API structures, JSON formats, and authentication flows. Basic knowledge of networking concepts like DNS, proxies. Experience with support analytics or trend dashboards. Exposure to Salesforce CRM, especially from a support or integration standpoint. Why you will love it here At Droxi, we’re not just building a product; we’re on a mission to positively impact healthcare. As a small, dynamic startup, every team member plays a vital role. You’ll work in an environment where your contributions matter, and your voice is heard. We offer a hybrid work model for flexibility, a supportive team, and a focus on doing more good than harm by improving the lives of healthcare providers and patients alike. Location information and salary ranges are provided for context and may be updated over time. #J-18808-Ljbffr

Created: 2025-09-23