Amwell

Support Engineer

• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met.
• Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership.
• Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed
• Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties.
• Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics.
• Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs.
• Develop comprehensive understanding of customer configurations, systems, and integration needs for key accounts.
• Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally.
• Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support.
• Obtain and maintain technical issue troubleshooting proficiency

Senior Technical Support Analyst

Full-stack Engineer

• Design and development of both client-side and server-side applications. Architect, build, and maintain secure, scalable backend services and APIs.
• Take ownership of end-to-end solutions, from the front-end (Angular) to the back end (Java, Node.js), ensuring seamless integration across the stack.
• Conduct code reviews and foster a culture of learning, collaboration, and technical excellence within the team.
• Work closely with product managers, UX/UI designers, and other stakeholders to define technical requirements, estimate efforts, and collaborate to build intuitive, user-friendly interfaces.
• Work with cross-functional teams to ensure timely delivery of high-quality, scalable products and solutions.
• Ability to debug and troubleshoot product support issues
• Ability to operate effectively in a fully remote environment

Senior Fullstack Engineer

Account Executive

• Collaborate and partner with internal and external assigned account teams to develop a strategic and tactical plan to achieve desired sales, engagement and growth targets
• Responsible for the sale of Amwell’s core products and clinical programs within key accounts.
• Work with third party clinical program partners in the interest of your assigned accounts and support open enrollment and or benefit fairs both in person and remote.
• Effectively support implementation and nurture accounts to ensure optimal performance and success of Clinical Partner Programs through or third-party partners
• Understand business objectives and vision; share those objectives with the Amwell team
• Deep understanding of Health Plans, benefit structures and how Amwell’s products and programs may be implemented and leveraged by the client
• Ability to leverage data analysis to identify emerging trends, opportunities for success, and areas needing attention.
• Provide input and suggestions to marketing teams based on client feedback
• Lead presentations and on-site visits with assigned accounts
• Maintain professional internal and external relationships with both the payer account team and the ASO employer benefit team that reflect the core values of Amwell
• Develop specific plans on how to grow existing accounts, maintaining a best practice template and guiding each ASO employer toward it.
• Demonstrate service excellence
• 10-25% travel required

Senior Technical Support Analyst

Senior Fullstack Engineer

Senior Account Director