Associate Production Support Engineer, Tier I

Opportunity & Impact
Redox is on a mission to accelerate healthcare's transformation with useful data. Redox accelerates the development and distribution of healthcare products with a full service integration platform to securely and efficiently exchange healthcare data. With just one connection, data can be transmitted across a growing network of 7,300+ provider organizations and 240+ healthcare products. Redox connections serve tens of millions of patient records per day, leveraging a single data standard compatible with more than 90 electronic health record systems.
Job Responsibilities
Tier I Support Engineers are the first line of technical support for Redox customers, resolving day to day connectivity, configuration, and messaging issues and monitoring production feeds. As Redox shifts toward a more self service support model, this role is central to that shift: you'll use your technical troubleshooting skills to diagnose issues quickly, and your communication skills to teach customers and technical partners how to use our self service tools (config modifiers, log inspector, alerting, translation sets, etc.) to resolve issues themselves. You'll make a positive impact from day one as part of a collaborative and committed team.
- Work all tickets within the scope of a Tier I role, reaching out for support or escalating to Tier II for tickets that are outside or partially outside of scope, including:
- Instructing customers on how to update configurations or resolve issues themselves
- Basic connectivity (VPN/API) troubleshooting
- Connection and traffic questions and troubleshooting
- Message and error state issues
- Configuration updates
- Any other support ticket type, which may include reaching out to third parties on behalf of the customer

Respond to and work critical support issues called in by customers during the day Manage work hour on call shifts, including:
- Responding to errors that page the on call person
- Monitoring paused and retrying queues
- Answering calls
- Serving as Incident Manager during major incidents, including sending customer emails and updating StatusPage
- Take after hours on call shifts (approximately one week every other month)

Required Skills & Experience
- Technical support experience
- Ability to learn quickly and think critically
- Comfortable reading and interpreting technical data (e.g., JSON, HL7v2, logs) to diagnose issues, even without building it from scratch
- A working understanding of APIs and web service protocols
- Strong communicator who can explain technical concepts clearly to both customers and internal teams; this role increasingly teaches customers how to use our tools rather than doing the work for them
- Organized and customer service oriented
- Comfortable using AI tools to support troubleshooting, documentation, and daily workflows; Redox is an AI forward company and expects team members to actively use AI in their work

Preferred Skills & Experience
- Experience teaching, training, or documenting for a technical audience (e.g., supporting a self service or dev tools product)
- Experience with HL7v2, C-CDA (CCD, QRDA, etc.), and other healthcare data formats
- VPN, network, or connection troubleshooting experience
- Relational databases and SQL queries
- JavaScript or another scripting language
- Experience in healthcare IT, ideally integration

Specific Software Platforms/Tools
- Preferred: Jira/Confluence
- Zendesk

Benefits & Perks
- 100% remote first culture (must be based in the US)
- Unlimited Flexible Time Off
- 15+ Observed Holidays
- Rest & R^Charge days (guaranteed a 3-day weekend each month)
- R^Charge (6 weeks paid sabbatical + stipend)
- 401k match 50% for up to 8% on Day 1
- Medical/Dental/Vision Benefits on Day 1
- HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program
- Paid Parental Leave (16 weeks)
- Productivity Stipend & Wellness Fund
- Redox Issued MacBook
- Virtual and/or in-person Team & Company Events
- Sto