Humata Health

Support Engineer

• Deliver high-quality technical support to customers using Humata technology
• Ensure appropriate routing and triaging of customer tickets to ensure effective resolution per customer SLAs
• Follow and contribute to escalation procedures and standard operating protocols (SOPs) to maintain efficiency and consistency across support tiers
• Support the implementation of AI-driven support tools (e.g., chatbots, routing systems, predictive analytics) to reduce manual workload and improve customer experience
• Analyze customer support data to identify recurring issues, pain points, and opportunities for process or product enhancements, and communicate to leadership
• Resolve Tier 1 and Tier 2 tickets autonomously as much as possible
• Track the lifecycle of open tickets and engage in upward and cross-functional communication to hold assignees accountable to ticket resolution
• Contribute to a culture of data-driven decision-making, continuous learning, and customer focus across the support organization.

Technical Support Analyst

Full-stack Engineer

• Assist in developing and maintaining frontend and backend applications
• Write clean, well-documented code following team standards
• Help implement and test RESTful APIs
• Collaborate with team members on development tasks
• Participate in code reviews to improve your skills and knowledge
• Participate in Agile ceremonies and contribute to sprint planning
• Document code, processes, and technical decisions
• Debug and fix issues in existing applications. Specifically, debugging stack traces and web application debug tools.

Technical Support Analyst

Software Engineer II