Client Success Engineer III (Advanced Support)

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About mPulse: mPulse is the leader in conversational AI and member engagement for healthcare. We partner with the nation's most innovative health plans — Medicare Advantage, Medicaid, and Commercial — to engage members in conversations that close care gaps, improve Stars ratings, and drive better health outcomes. Our platform reaches tens of millions of Americans and is built on the belief that better health starts with better conversations. The Role: Client Success Engineer III (Advanced Support) role brings senior-level technical depth to the team. In addition to owning complex escalations and deep troubleshooting, these engineers drive continuous improvement in system reliability, develop operational workflows and scripts, and mentor junior engineers. Their presence is critical to managing the increased complexity introduced by the North and East transition. Location: Fully remote Duties/Responsibilities: Diagnose and solve technical problems reported by customers or internal teams. Communicate with customers via tickets, emails, and working session calls, guiding them through solutions and providing technical support. Perform deep technical troubleshooting to investigate the root cause of issues, document solutions, and create knowledge bases for future reference. Monitor systems for potential issues and proactively address them to prevent downtime Collaborate with engineering, product management, and customer success to identify solutions and implement improvements, escalate issues and track defect fix delivery Develop and maintain accurate and comprehensive documentation, knowledge base articles, and training materials. Provide On call support in rotation with rest of the team members Mentor junior engineers on the team. Skills/Abilities/Experience: Strong knowledge of and working experience with cloud-native architectures, database solutions, distributed systems and advanced programming concepts Ability to collaborate with and drive initiatives with a cross-functional teams Proven expertise in designing and managing Product Support teams for HealthCare Technology Systems. Strong skills with advanced SQL and APIs Hands-on experience supporting high-traffic Health Care Web Sites and Systems. Strong communication abilities to create client-facing responses. Strong problem-solving skills with a focus on deep technical troubleshooting and continuous improvements in system reliability Ability to manage multiple open issues and prioritize effectively Proficiency in leveraging observability and monitoring tools for proactive system health management. Skilled in script development, escalation response, and operational workflows. Strong communication abilities to articulate complex technical concepts to diverse stakeholders. Demonstrated success implementing and optimizing Product Support Escalation and On Call Coverage Minimum Qualifications: Bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience 6-8 years' experience in technical client Support, technical product support Hands-on experience with cloud platforms (AWS, Azure, or GCP) 4-6 years' Experience with any of these database technologies, such as SQL, Elasticsearch, Open Search, PostgreSQL or Kibana, mongoDB, Oracle , mySQL Experience with web development technologies including Java, Pearl, PHP, Python, TypeScript, BitBucket, Git, SVN, React, Argo, K8S. Working experience with monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager, Grafana) Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce) Nice to have: Familiarity with healthcare IT systems or HIPAA compliance is a plus Nice to have: Familiarity with HL7/FHIR standards, TCP Physical Requirements: Ability to stand and sit for extended periods. Ability to lift 10 lbs. weight. Why mPulse? • Remote-First Flexible PTO — work from wherever you're most productive 100% Company-Paid Employee Coverage - Medical, dental,

关于mPulse：mPulse是医疗保健领域对话式AI和会员互动领域的领导者。我们与美国最具创新性的健康计划合作——Medicare Advantage、Medicaid和Commercial——通过对话与会员互动，弥合护理差距、提升Stars评级并推动更好的健康结果。我们的平台覆盖数千万美国人，其建立基于一个信念：更好的健康始于更好的对话。职位：Client Success Engineer III（高级支持）为团队带来资深级别的技术深度。除了负责复杂升级和深度故障排除外，这些工程师还推动系统可靠性的持续改进，开发运营工作流和脚本，并指导初级工程师。他们的存在对于管理North和East过渡带来的复杂性增加至关重要。地点：完全远程 职责/责任：诊断并解决客户或内部团队报告的技术问题。通过工单、电子邮件和工作会话电话与客户沟通，引导他们解决问题并提供技术支持。执行深度技术故障排除以调查问题的根本原因，记录解决方案并创建知识库以供将来参考。监控系统以发现潜在问题并主动处理以防止停机 与工程、产品管理和客户成功团队合作，识别解决方案并实施改进，升级问题并跟踪缺陷修复交付 开发并维护准确且全面的文档、知识库文章和培训材料。与团队其他成员轮流提供On call支持 指导团队中的初级工程师。技能/能力/经验：深入了解并具备云原生架构、数据库解决方案、分布式系统和高级编程概念的实践经验 能够与跨职能团队合作并推动举措 在设计和管理医疗保健技术系统的Product Support团队方面拥有经证实的专业知识。精通高级SQL和API 具备支持高流量医疗保健网站和系统的实操经验。强大的沟通能力以创建面向客户的回复。强大的问题解决能力，专注于深度技术故障排除和系统可靠性的持续改进 能够管理多个未解决问题并有效确定优先级 熟练利用可观测性和监控工具进行主动系统健康管理。擅长脚本开发、升级响应和运营工作流。强大的沟通能力，能够向不同利益相关者清晰阐述复杂的技术概念。在实施和优化Product Support升级和On Call覆盖方面有成功记录 最低资格：计算机科学、信息技术、工程或相关领域的学士学位——或同等实践经验 6-8年技术客户支持、技术产品支持经验 具备云平台（AWS、Azure或GCP）的实操经验 4-6年以下任一数据库技术的经验，如SQL、Elasticsearch、Open Search、PostgreSQL或Kibana、mongoDB、Oracle、mySQL 具备Web开发技术的经验，包括Java、Pearl、PHP、Python、TypeScript、BitBucket、Git、SVN、React、Argo、K8S。具备监控工具（如Datadog、Splunk、PagerDuty、Jira Service Manager、Grafana）的工作经验 熟悉工单系统（如Jira、Zendesk、Salesforce） 加分项：熟悉医疗保健IT系统或HIPAA合规 加分项：熟悉HL7/FHIR标准、TCP 身体要求：能够长时间站立和坐着。能够举起10磅重量。为什么选择mPulse？• 远程优先 灵活PTO——从你最高效的地方工作 100%公司支付员工保险——医疗、牙科、

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