Customer Support Engineer Co-op at Zus in Boston, MA

Job description

Who we are Zus Health is an AI-native healthcare data platform that brings fragmented patient information together to make it complete, current, and actionable. Through our nationwide data network, platform, and intelligent workflows, we help providers, value-based care organizations, payers, life sciences, and digital health companies drive business results, strengthen provider trust, and improve operational efficiency. Founded in 2021 by Jonathan Bush, co-founder and former CEO of athenahealth, Zus is building the foundation for a more connected, precise, and effective healthcare system. What we're looking for... We're looking for an eager, technically minded co-op to join our Customer Support Engineering team and help customers get the most out of the Zus platform. This team sits where engineering meets customers. It investigates technical issues, digs into data and APIs to find root causes, and turns what it learns into clear answers for the people who rely on Zus every day. Zus collects health data from many internal and external sources and makes it useful for our customers. When something doesn't look right, like a missing record, an unexpected API response, or a data discrepancy, you'll help figure out why. You'll query data in Snowflake, test and debug our REST APIs, and write scripts to automate repetitive troubleshooting. The ideal candidate is excited by the challenge of making messy, varied healthcare data make sense for customers, and enjoys being the person who gets to the bottom of a problem. You'll work closely with engineering, product, and customer-facing teams. You'll bring customer issues to the right people and help improve our tools, documentation, and processes so issues get resolved faster over time. As part of our team, you will... • Roll up your sleeves to investigate and resolve technical customer issues end to end • Query and analyze data in Snowflake to troubleshoot data quality and integration questions • Test and debug REST APIs to reproduce and diagnose customer-reported problems • Build scripts and small tools in Python (or similar) to automate support workflows and debugging • Manage and document issues in Zendesk and Jira, and escalate clearly to engineering when needed • Collaborate with your colleagues to improve support documentation and processes that scale Core skills • Proficient in SQL, with the ability to query and troubleshoot data in modern platforms like Snowflake • Hands-on coding/scripting skills in Python (or similar) for automation and debugging • Experience using Postman or similar tools to test and debug REST APIs • Interest in healthcare data standards and integrations (FHIR, HL7, CCD) • Experience working with ticketing systems like Zendesk and Jira You are a good fit because you demonstrate... • The ability to overcome challenging obstacles independently • The self-awareness to recognize when outside assistance is needed • Clear, empathetic communication, with the ability to explain technical issues to both technical and non-technical audiences • The desire to learn how software is built and supported in a professional environment • The willingness to incorporate feedback into your work • A love of solving complex problems and tracking down root causes • A self-starter attitude that shows you're ready for the fast, and sometimes unstructured, pace of an early-stage startup • That you're located in the Boston, MA area and willing to join us in the office, or meet regularly with a local mentor for collaborative work It would be awesome if you were... • Familiar with cloud services such as AWS (S3, Lambda, DynamoDB) • Experienced in a customer-facing, help desk, or technical support role • Excited to contribute to internal tooling and documentation that improves the customer experience Location: Boston, MA area (in-office / hybrid) Schedule: Full-time spring co-op, 40 hours per week, January through June We will offer you… • Competitive compensation that reflects the value y