Support Engineer

Position Overview:

BrainHi is a fast-growing technology company specializing in providing innovative solutions in the healthcare industry. We are seeking a dedicated and highly skilled Support Engineer to join our team. As a Support Engineer at BrainHi, you will play a crucial role in ensuring the smooth operation and customer satisfaction of our healthcare platform.

Responsibilities:

• Troubleshooting of complex technical issues related to the SaaS environment and its database
• Clear and concise internal and external communication
• Communication with customers to quickly understand the root of their problems
• Collaborating with clients through a series of actions, and get to a resolution that solves their technical issue
• Proper escalation of unresolved issues to appropriate internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal resources to provide accurate technical solutions
• Ensuring all issues are properly logged
• Prioritizing and managing several open issues simultaneously
• Documenting accumulated technical knowledge (lessons learned, processes, etc.)
• Maintaining relationships with clients based on integrity and trust
• Functioning within a team and be a self-directed individual contributor
• Own Engineering-Cases SLA metrics
• Provide support for our Salesforce Platform

• Bachelor's Degree: A degree in computer science, information technology, or a related field is preferred. Will consider experience over Educational Background.
• Technical Expertise: Strong technical background with knowledge of web technologies, databases, APIs, and troubleshooting methodologies. Solid knowledge in SQL queries. Familiarity with healthcare systems or experience in the healthcare industry is a plus.
• Customer-Centric Mindset: Demonstrated commitment to providing exceptional customer service and ability to empathize with customers while effectively resolving their issues. Strong communication and interpersonal skills are essential.
• Problem-Solving Skills: Analytical mindset with the ability to investigate complex issues, identify root causes, and propose effective solutions. Ability to prioritize tasks and manage multiple customer inquiries simultaneously.
• Documentation and Training Abilities: Proficient in creating clear and concise technical documentation. Experience in conducting training sessions or workshops is desirable.
• Adaptability and Collaboration: Ability to thrive in a dynamic, fast-paced environment and work collaboratively with cross-functional teams. Willingness to take ownership and go the extra mile to meet customer needs and company goals.

• Stock options in our Company.
• Hybrid Workplace (two days working from our offices).
• Healthcare Plan
• Internet Allowance
• Reward Program
• Competitive Vacations Plan

About our Company

BrainHi team members have the opportunity to impact thousands of lives, every day, by promoting preventative healthcare in patients using technology. Our organization is made up of a dynamic team, based in Puerto Rico, Argentina, the United States and other parts of the world. We are committed to giving Hospitals and Medical Centers superpowers so they can delight their patients at every step. BrainHi has been awarded and recognized worldwide by organizations such as: Forbes, The New York Times, Y Combinator and el Nuevo Día for their growth and impact after being founded in 2017. Today BrainHi has served more than 1M patients and 1,000 doctors in Puerto Rico and the United States.

BrianHi provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identification, transgender or bisexual status, national origin, age, disability, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination of employment, layoffs, retirements, transfers, leaves of absence, compensation, and training.