Customer Engineer

ABOUT CHARTA HEALTH In an industry where the focus should rightly be on delivering quality care to patients, healthcare providers remain burdened by the complexities of non-clinical operations. Charta is changing that. We're building the operating system for modern healthcare organizations. Our AI platform streamlines critical workflows across revenue cycle, clinical operations, and administrative functions, helping providers and payers operate more efficiently and deliver better patient care. Backed by Bain Capital Ventures, Charta is on a mission to make every healthcare dollar accountable and every chart accurate, reimagining healthcare infrastructure from the ground up. ABOUT THE OPPORTUNITY We're looking for a Support Engineer to be the first technical line of defense behind our customer-facing team. When a client reports that something looks wrong - a chart that wasn't processed, a code that didn't appear, an integration that stopped sending data, an output that doesn't match what the clinician documented - you are the person who figures out what actually happened, why, and what it would take to fix it. This is not a customer-facing role. Our Technical Success Managers own the client relationship and deliver outcomes to customers. You own the investigation behind them: reproducing the issue, tracing it to a root cause in data, logs, configuration, or code, resolving what you can directly, and handing Engineering a well-scoped diagnosis and proposed fix for what you can't. Your work is what lets our customer team give clients fast, accurate answers - and what protects our engineers' time for building. Every account is mapped to an owning engineering pod, so you will always know where an escalation goes. You are accountable for the quality of the triage decision and for making sure nothing reaches an engineer that you could have resolved or scoped yourself. WHAT YOU'LL DO:

• Investigate and Diagnose: Take incoming issues from the Technical Success team - bugs, data discrepancies, processing gaps, unexpected model output - and dig in hands-on. Reproduce the problem, query the data, read logs and pipeline runs, and trace the issue to a root cause.
• Triage with Judgment: Classify every issue quickly and correctly: live incident vs. one-off, deployment/configuration issue vs. product bug vs. expected behavior vs. feature gap. Route incidents to oncall, bugs and gaps to the owning pod, and close out anything that is working as designed - with the evidence to show it.
• Resolve What You Can (Tier 1): Fix configuration, mapping, and data issues directly; re-run failed jobs; correct customer-specific setup; and answer "did Charta do this?" questions with a definitive, evidence-backed yes or no.
• Propose Fixes (Tier 2): For code-level defects, go beyond "it's broken." Identify where in the codebase the problem lives, write up the root cause, and propose a fix - up to and including drafting the change for engineering review. Engineers should receive a ticket they can act on, not a mystery.
• Hand Off Cleanly to the Customer Team: Give the Technical Success Manager a clear, plain-English summary of what happened, what was affected, what's being done, and a realistic timeline - so they can deliver the message to the client with confidence.
• Own the Loop Internally: Track every open issue from intake to resolution. Follow up with Engineering, confirm fixes in production, and tell the customer team when it's safe to close the loop with the client.
• Build the Knowledge Base: Turn every investigation into reusable knowledge - runbooks, known-issue write-ups, diagnostic queries, and triage guides - so the same question takes minutes, not hours, the next time, and so the customer team can self-serve more over time.
• Spot Patterns: Aggregate issues across accounts to surface recurring defects, fragile integrations, and gaps in monitoring or tooling. Bring data-driven recommendations to Product and Engineering about what to fix at the source. YOU'D BE A GREAT FIT, IF YOU:
• Are Technically Strong. You are comfortable reading code (Python and/or TypeScript), writing SQL, working through logs and data pipelines, and using AI coding tools to move quickly through an unfamiliar codebase. You can work alongside engineers as a peer.
• Are a Relentless Debugger. When something doesn't add up, your instinct is to dig until you find the real cause - not the first plausible one. You rule out the obvious (Is there a live incident? Was there a recent deploy? Is this reproducible?) before you escalate.
• Figure It Out Yourself. This role runs on documentation, tooling, and your own initiative. You are self-sufficient in the weeds and come back with answers, not questions.
• Write Excellent Tickets. Your escalations are clear, reproducible, and scoped: what happened, the evidence, the suspected cause, the blast radius, and a proposed fix. Engineers are glad to receive them.
• Translate Technical to Plain English. You can explain a root cause to an engineer in one message and to a non-technical teammate in the next.
• Prioritize Under Pressure. You can hold several open investigations at once, tell urgent from important, and keep everyone informed on status.
• Handle Sensitive Data Responsibly. You understand that healthcare data demands care, and you follow access and privacy practices without shortcuts.
• Have experience in technical support engineering, support/escalation engineering, solutions engineering, SRE/production support, or software engineering - preferably in B2B SaaS, where you worked directly in a production codebase and data. NICE TO HAVE:
• Experience in healthcare technology, especially EHR/EMR integrations (HL7, FHIR, or vendor APIs), medical coding, or risk adjustment.
• Experience supporting data pipelines, workflow orchestration, or ETL systems.
• Experience debugging LLM- or ML-driven products, including evaluating model output and prompt behavior.
• Experience with cloud infrastructure (AWS), observability tools, and ticketing/issue-tracking workflows.
• Experience building internal tools, scripts, or dashboards that made a support team faster. WHAT WE OFFER:
• Competitive salary and comprehensive benefits package, including health, dental, vision, and life insurance.
• Team dinners and snacks in the office to keep you at your best.
• Growth opportunities in a fast-paced, innovative tech startup.
• Ongoing professional development and access to cutting-edge AI and healthcare tools.
• $90,000- $150,000 depending on experience + Equity + Benefits. OUR COMMITMENT TO DIVERSITY We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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