About Us

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

The Role 

SimplePractice is seeking a Tools and Support Engineer who is patient, empathetic, and highly communicative. We are looking for the great problem-solvers that have a positive attitude and can anticipate the needs of our growing customer base. This role is a blend of support specialist and technical resource and will act as the technical liaison between our Engineering, Technical Product Specialist, and Customer Success teams.

This role is an incredible opportunity for an aspiring engineer looking to gain exposure to a world class engineering team.  You’ll be interfacing with our engineering team on a daily basis while picking up valuable knowledge about back-end and front-end technologies.  For the right candidate this role can grow into a full-fledged software engineering role on our team.

About You

• You are a passionate, talented person, willing to push the limits of existing technology and create the best possible experience for customers and team members of SimplePractice
• You are deliberate about how you spend your time, understanding that many teams and practices depend on your work
• You’re communicative and up front about your day-to-day needs, ensuring that you set expectations correctly and maturely with your team and the teams you interface with
• You have some experience in technology and how software works, but mostly, you are willing to learn everything that you can to better yourself and your team
• You focus on helping your team and supporting others to do their job better

Responsibilities

• Identify the root cause of issues our customers and your teammates face, from a UI/UX and program logic perspective
• Communicate with CS and Engineering regarding the scope, severity, urgency, and symptoms of issues in both our customer-facing and internal-facing applications
• Seek out opportunities for growth both personally and for your team, taking ownership of gaps in productivity and knowledge to improve workflows for your own and other teams
• Build internal and external tools to improve workflows and customer experience while learning from our world-class team of front-end, full-stack, and infrastructure engineers
• Developing an understanding of a SimplePractice customer’s journey, the potential issues they can run into, and any necessary fixes / workarounds provided in the past
• Taking ownership of issues and ensuring they are followed through to resolution
• Being an Engineering resource for Customer Success by working closely alongside a cross-functional team, our Technical Product Specialists
• Supporting the development and release of new products and feature improvements for reliability, availability, and serviceability by communicating with various stakeholders throughout the company
• Contributing to technical documentation for both internal and/or external use
• Eagerly becoming familiar with our front and back-end application code as well as our data model in order to support both your and the company’s goals
• Building and supporting technologies that assist in day-to-day operations of our Customer Success, Product, Marketing, and Engineering teams

Desired Skills & Experience

• 1-2 years experience in a technical customer support role, some software development experience preferred but not required (Similar education also acceptable)
• Experience with interpreted languages (such as Ruby, Python, Javascript) and MySQL (or similar relational databases) preferred
• Strong communication and collaboration skills, along with the ability to give and receive constructive feedback required
• Excellent documentation and technical writing skills
• Basic understanding or willingness to learn technical concepts and development process
• Strong problem-solving skills required, applicable to large and complex system scenarios
• Request management and customer service skills a must

Technologies You'll be Working With

• MySQL
• Asana
• Zendesk
• Slack
• Pivotal
• HTML/CSS
• JS (varies)
• Rails
• Bash
• Git

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, we may collect the following categories of personal information about you:

• Identifiers (e.g., name, address, email address, and phone number); protected characteristics (e.g., sex, gender, age, citizenship, disability status, and veteran status); professional or employment-related information (e.g., employment history, educational background, certificates and licenses, work eligibility information and other information obtained from your resume, cover letter, your responses to our application questions, background check forms, and your references); other personal records (e.g., signature, photograph, and criminal background information); and inferences drawn from personal information collected (e.g., creating a profile that reflects your abilities and aptitudes).

We collect the above categories of personal information for the following business purposes:

• To perform recruitment and hiring services; to manage the workforce; to comply with federal and state laws, and to maintain security (e.g., to detect and prevent against security risks and incidents, to prevent against fraudulent or illegal activity, and to ensure compliance with our company policies and procedures).

For more information about our privacy practices, please visit our Privacy Policy or contact us at [email protected].