Senior Support Engineer

Join Our Mission to Revolutionize Healthcare

Thoughtful is pioneering a new approach to automation for all healthcare providers! Our AI-powered Revenue Cycle Automation platform enables the healthcare industry to automate and improve its core business operations.

We're looking for an Exceptional Principal Support Engineer to transform our support operations.

As a critical member of our support organization, you will serve as the diagnostic expert and escalation point between our Customer Support Agents and Solutions Engineers. You'll bring enterprise-level troubleshooting expertise to complex customer issues, mentor the team on diagnostic methodologies, and help us scale our support capabilities to match our rapid growth. Your work will directly impact customer satisfaction and enable healthcare organizations to operate more efficiently.

Your Role

• Diagnose : Lead comprehensive technical investigations using advanced troubleshooting methodologies (log analysis, network diagnostics, performance profiling)
• Resolve : Handle all support activities from Tier 1 through Tier 3, excluding code changes, serving as the primary escalation point for complex issues
• Mentor : Develop and train the support team on diagnostic best practices, creating playbooks and standardized troubleshooting procedures
• Collaborate : Work closely with CSAs, Solutions Engineers, and Forward Deployed Engineers to ensure smooth handoffs and efficient issue resolution
• Optimize : Identify patterns in support issues to drive process improvements and preventive measures
• Document : Create and maintain comprehensive troubleshooting guides, knowledge base articles, and root cause analyses

Your Qualifications

System and application log analysis

What Sets You Apart

Why Thoughtful?

Growth

Opportunity to build and lead as we scale

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