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Support Engineer

Hybrid-Remote / New York
Full Time

At Float, we’re building a platform to empower patients and clinicians. Through our payments & billing platform, clinicians gain the benefits of a dedicated billing service without the cost, and no additional administrative work. For patients, we remove the friction of understanding coverage and using insurance for out-of-network services by verifying eligibility, advancing reimbursements and automating claim filing, all through our modern frontend clients.

We believe everyone deserves easy access to affordable healthcare from the provider that they choose, and we're excited to offer a solution that lowers patient out-of-pocket costs while improving the financial health of provider-owner businesses. While we’ve maintained an initial focus on mental health, we’re quickly expanding into other verticals that share similar characteristics, and we continue to build our platform to support delivery for our end clients and technology partners.

Our team represents a diversity of experiences, including with the organizations below, and we all share a deep passion for the mental health space.

Job Overview

As a Support Engineer at Float, you will play a critical role working across our product/engineering and operations teams to support the rapid growth of the product and business. You will provide the initial response for technical issues, diagnose and troubleshoot, and escalate issues when necessary. As the first dedicated support member of the engineering team, you will collaborate closely with engineering and operations to ensure that we meet our customer needs, maintain superb customer service and streamline our support process and feedback loop from business to engineering.

About the Opportunity

Joining Float is an opportunity to work at a startup backed by top-tier NYC investors and a team of experienced startup individuals.  Our CTO has successfully led multiple startups to exits and has built a career mentoring developers to become CTOs of their own startups.  The 1:1s offered are uniquely personalized for career development.  If you have an interest in pursuing startup / CTO potential this is a special opportunity. 

What you'll do

  • Work cross-functionally with each member of the team, including engineering and customer success/operations to ensure that we continue to provide timely and quality service to internal stakeholders and customers.
  • Diagnose and troubleshoot technical issues reported by customers and escalate them to the appropriate teams when necessary.
  • Work with our support, business, and operations teams to provide the initial response for technical issues.
  • Collaborate with our product and engineering teams to identify and resolve bugs and other technical issues.
  • Collaborate with technical leadership and representatives of the business to develop technical solutions that align with our business goals and customer needs.
  • Develop and maintain technical documentation for internal and external use.

What you'll need

  • Familiarity with software development technologies, such as TypeScript, Python, and React
  • Ability to manage multiple priorities and work under pressure
  • Prior experience in operations, support or a customer-facing non-technical role
  • Github Profile with a demonstrable portfolio of technical skills
  • Comfortable writing and documenting support notes to share with technical and non-technical teams and the ability to adapt communication styles.
  • Experience with cloud technologies like Heroku and Stripe is a plus.
To apply, please send your resume and the title of the job you are applying for to, and we will follow up with next steps.