Iodine Software
Iodine Software is the leader in clinical AI for highly accurate capture of patient documentation.
Austin, TX
Hybrid

Customer Support Engineer

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Iodine Software is a healthcare AI company that has pioneered a new machine learning approach -- Cognitive Emulation -- to help healthcare finance leaders build resilient organizations. Cognitive Emulation uses proprietary AI technology and machine learning algorithms to think the way a clinician thinks and emulate clinical judgement. This allows us to help nearly 500 hospitals quickly and accurately identify areas of potential opportunity to accelerate productivity, data accuracy, and financial return.

 

What You'll Do

The Customer Support Engineer is the connection between the services and engineering teams at Iodine.  In this role, you’ll be responsible for finding and resolving complex technical puzzles, building tools, and coordinating in-depth investigations across multiple groups. 

 

This role will require in-depth knowledge of Iodine’s architecture and underlying technologies.  You’ll be mentored and coached by development team managers who will facilitate your learning and understanding of a wide spectrum of technologies leveraged by Iodine: Kafka, Kubernetes, SAML, Grafana, and Kibana just to name a few.  You’ll work with the development team to ensure problem areas are addressed with scalable solutions.  You will also work with clients and client facing teams to help resolve issues and build tools that allow for simpler resolution of issues in the future.

 

The Customer Support Engineer is a technical problem/puzzle solver at heart and a clear communicator who can identify the common thread of issues quickly and accurately.  The ideal candidate will work with urgency when client issues are surfaced and is eager to support clients and client-facing teams. Their efforts will be essential in improving our product and client experience alike.

 

Responsibilities

  • Level 3 support for customer issues in our flagship applications, Concurrent and Introspect.  Includes triaging and investigating bug reports, managing escalations to other teams, and creating a diagnostic package when handing off to development teams
  • Recommending, developing, and implementing fixes via database updates and minor code changes
  • Developing tools, automation, and monitoring based on observations of customer support trends
  • Developing a strong understanding of our products and services
  • Periodic on-call rotations where you will help troubleshoot and manage communication during emergencies

Competencies

  • Do you think that balancing competing priorities makes the day more interesting?
  • Do you enjoy wading into a large, unfamiliar codebase and emerging with the solution to your problem?
  • After you have solved the same problem 3 times, do you find that you simply must find a way to stop it from ever coming up again?
  • Do you like being on a team that trusts and values each other, while also holding each other accountable?
  • Do you find that you naturally make checklists or tutorials for complex processes to avoid mistakes and guide others?

 

What You'll Need

Minimum Requirements (Education, certifications and experience):

  • Bachelor’s degree in relevant course of study with history of academic excellence
  • Expertise in the following technologies: Java, SQL
  • At least 2 years of academic or professional experience in development and/or advanced technical support
  • Working knowledge of Linux/Mac OS X, bash/shell command line tools, and version control systems like Git
  • Proven ability to manage multiple tasks and priorities
  • Strong customer service and collaboration skills
  • Strong written and verbal communication skills, and knowledge of when to utilize one over the other

Preferred Requirements:

  • BS Degree in Computer Science
  • Expertise in the following technologies: Kafka, Kubernetes, Ansible, Docker, Elastic Stack

 

See Something, Do Something

At Iodine, we are incredibly privileged to be entrusted with an enormous amount of Protected Health Information (PHI) amounting more than 90 million lives. Inherent to our culture is the need to live up to that trust in everything we do. Security is a primary responsibility shared by every Iodine employee and we expect everyone to honor that responsibility. That includes abiding by our security policies, being constantly vigilant to possible risks to the privacy and safety of the information given to our care and bringing forward any concerns about security.

 

What You'll Get

This is a unique opportunity to join a close-knit, rapidly growing team and help us improve a key piece of the organization. You will have the opportunity to drive the strategy and direction of our product for our users. You will join a passionate and ambitious team, with a proven record of success building multiple companies. Learn more about us at www.iodinesoftware.com

 

**You must be currently authorized to work full-time in the United States on a permanent basis**

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What are Iodine Software Perks + Benefits

Iodine Software Benefits Overview

Iodine offers a comprehensive benefits package including medical, dental and vision along with basic term life insurance and a 401K plan with company matching. We also offer many other optional perks like annual wellness benefit, pet insurance, voluntary life insurance, cell phone and internet reimbursement as well as a work from home stipend for each employee.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Flexible work schedule
Iodine provides employees with a flexible work schedule that includes Flexible start and end times and to support work life balance.
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Iodine employees can contribute up to $2750 annually to their FSA.
Disability insurance
Iodine Offers both Short and LongTerm Disability benefits. Short Term covers 60% of weekly income up to $2300 weekly and Long Term covers 60% of monthly income up to $10,000 monthly maximum payout.
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Our pet insurance policy offers 3 reimbursement options to best fit your needs.
Wellness programs
Team workouts
Mental health benefits
Our EAP Program offers FREE Counseling sessions. articles and virtual webinars on topics related to issues we are currently facing.
Financial & Retirement
401(K)
401(K) matching
Iodine provides employees with a 401(K) matching plan managed by Voya. We match 50% of contributions up to 6% of an employees annual gross pay.
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Unlimited vacation/PTO plan
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Iodine typically targets company wide events twice a year, one typically in the summer and the other around our company-wide holiday party!
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
annual training and education stiped
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Cell Phone/Internet Reimbursement - up to $100/month
Work From Home Stipend- each employee is granted a $500 work from home stipend to assist with home office set up
Wellness Benefit - up to $500 annual reimbursement for your wellness (ie. gym memberships, massage therapy, etc.)
Training and Continuing Education Allowance - up to $2500 annual reimbursement
Employee Referral Program
TeleHealth
Travel and Global Emergency Assistance
Accident, Critical Illness and Hospital Insurance
LegalShield Assistance
Employee Assistance Program - Counseling & Financial Services
HSA Contribution
Pharmacy Resources

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