Customer Support Engineer

Datavant is a data platform company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-friendly team that is passionate about creating transformative change in healthcare. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

We are seeking a dedicated and enthusiastic Customer Support Engineer to join our team. As a Customer Support Engineer, you will be the first point of contact for our customers, providing timely and effective support to resolve their inquiries, technical issues, and concerns. You will play a crucial role in ensuring our customers receive exceptional service and have a positive experience with our products. You will also work with the Technical Scale and Operations team to streamline and optimize our customer support processes. 

You will:

• Provide prompt and efficient resolution to customer issues, escalating complex problems to the appropriate teams when necessary.
• Actively listen to customers, understand their needs, and empathize with their concerns.
• Collaborate with cross-functional partners in Customer Experience, Go to Market, Product, and Engineering to address customer feedback and improve product usability.
• Contribute to the development and maintenance of support resources, including knowledge base articles and tutorials.
• Identify recurring issues or trends in customer inquiries and proactively propose solutions to prevent future occurrences.
• Continuously strive to enhance the overall customer support experience through process improvement initiatives and feedback implementation.

What you will bring to the table: 

• Bachelor’s degree required, bonus if degree is in a technical or health-related field.
• Dedicated customer service mindset: you love working with customers and resolving their issues.
• Excellent verbal and written communication skills: you have excellent attention to detail and are able to convey technical concepts and information clearly to non-technical audiences. 
• Strong problem-solving skills: you are technically curious, resourceful, and get excited when confronted with a new technical issue to dig into. 
• Team-first mindset: you work well as part of a collaborative team, as well as independently. No job is too big or too small for you, and you are excited to roll up your sleeves and pitch in where needed. You work well under pressure in a fast-paced, changing environment. 

Bonus points if:

• You have proven experience in a customer support role, preferably in a technology-driven environment.

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges for this position are developed with the support of benchmarks and industry best practices. 

We’re building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact. The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. The estimated salary range for this role is $62,000 - $90,000.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be anonymous and used to help us identify areas of improvement in our recruitment process. (We can only see aggregate responses, not individual responses. In fact, we aren’t even able to see if you’ve responded or not.) Responding is your choice and it will not be used in any way in our hiring process.

This job is not eligible for employment sponsorship.

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