Customer Support Engineer

Work with the Industry Leader

At Eon, our mission is to make patients healthier and healthcare affordable. Eon Patient Management, or EPM as we like to call it, identifies patients with disease risk and streamlines clinical decision analysis so clinicians can work at the top of their licenses. With unique solutions across multiple disease states, we drive unprecedented adherence to care pathways, so that more patients are seen and more survive. When patients win, healthcare systems win - both clinically and financially.

As a market leader in incidental tracking and patient management, Eon is pioneering the use of Artificial Intelligence to enable healthcare enterprises, ranging from small health systems to large, national-scale IDN’s in the US.

The Opportunity

As a Customer Support Engineer, you will play a pivotal role in ensuring the highest level of customer satisfaction by providing advanced technical support and guidance to our clients. Reporting to the Manager of Customer Support, you will serve as a key point of contact for resolving complex technical issues, escalating where necessary, and collaborating cross-functionally to drive effective solutions. This role requires a deep understanding of our products, strong problem-solving and technical skills, and a passion for delivering exceptional customer service.

In this role you will:

• Provide timely and effective resolution of Level II technical support tickets, maintaining a high level of customer satisfaction.
• Serve as a subject matter expert of Eon’s solutions, demonstrating comprehensive knowledge and proficiency.
• Collaborate with internal teams, including Product Development, to identify, prioritize, and resolve technical issues.
• Document and track customer inquiries, troubleshooting steps, and resolutions in the support ticketing system.
• Conduct root cause analysis to identify trends and recurring issues, proposing and implementing proactive solutions to enhance product reliability and performance.
• Assist in the creation and maintenance of knowledge base articles, user guides, and other support documentation to empower customers and improve self-service capabilities.
• Participate in on-call rotations and provide after-hours support as needed to ensure continuous service availability for our clients.

Skills and Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Minimum of 2 years of experience in technical support or customer service, preferably in a SaaS environment.
• Proficiency in troubleshooting software applications, with a strong understanding of SQL databases, HL7, APIs, and web technologies.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to non-technical users.
• Proven ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining attention to detail.
• Strong analytical and problem-solving skills, with a customer-centric approach to issue resolution.
• Experience working with healthcare technology or familiarity with healthcare industry standards and regulations (e.g., HIPAA) is a plus.

So what’s in it for me,” you ask?

We pride ourselves for being a culture-based company buzzing with high-energy. Aside from the enthusiastic environment, you'll enjoy:

• Competitive salary
• Health insurance
• Referral bonuses
• Generous vacation time
• Paid Maternity and Paternity leave
• Work from home days
• Lunch facility within office
• Travel allowance
• Company equipment (laptop, internet device, screens etc)
• Professional development and career growth opportunities
• Awesome team members
  

EON is proud to be an equal opportunity employer and prohibits discrimination and harassment of any kind. Our culture celebrates diversity and we are committed to creating an inclusive environment for all team members.