Support Engineer

In the U.S. alone, over 30 million patients per year are prescribed care via paper and fax. The legacy ordering process is long, complicated, and yields an 83% error rate, resulting in patients ending up in the hospital or worse.

The world is transitioning to Digital Ordering across the healthcare industry. At Parachute Health, we’re leading the charge with a platform that is 10 times faster than the status quo. We connect with major hospitals, payors, and suppliers of life-saving products. Our vision of a "delightfully simple" digital ordering experience for clinicians pushes us forward to transforming the world of post-acute care.

Since launching, we’ve helped millions of patients. Founded in New York City, we’ve grown across 50 states and partnered with 50,000 clinical facilities and over 2,000 supplier locations across 20,000+ products on the Parachute Platform.

Responsibilities

• Join external calls with customers, as technical point of contact

• Support our implementation team in resolving technical issues

• Liaison between technical and non-technical stakeholders

• Communicate technical issues & their resolutions to both internal and external users

• Create and maintain technical implementation guides

• Create and maintain internal technical documentation and troubleshooting runbooks

• Review and troubleshoot application logs (API responses, FHIR events, HL7 messages)

• Write code to manage HL7 & SFTP mirth configuration

• Write code within the primary application to improve implementation tooling

• Read and understand integration-related application code

Requirements

• +2 years of experience working in technical customer support

• Experience working with customers of varying degrees of technical experience

• Strong analytical and problem-solving skills

• Able to read technical documentation

• Understands fundamentals of REST APIs (JSON, SOAP)

• Understands fundamentals of SSO (SAML, JWT)

• Awareness of HIPAA and security best practices in relation to patient health information, personally identifiable information, and financial information

• Experience working with HL7 and/or FHIR

• Familiar with integration tools (eg Nextgen Mirth Connect, Corepoint, Rhapsody, etc)

• Familiarity with Electronic Medical Record (EMR) system(s) (eg Epic, Cerner, PointClickCare, Athena, etc)

• Familiarity with Healthcare workflows

• Able to query and understand application logs (Splunk, Mirth)

Nice to Haves

• Delight in process improvement

• Some previous, minimal coding experience

• Experience writing workflow or sequence diagrams (using Visio, LucidChart, Microsoft Word)

• Experience with Change Management, preferably related to integrated systems

• Able to read application code, interest in writing code

• Degree in Health Systems Management

Benefits

• Medical, Dental, and Vision Coverage

• 401(k) Retirement Plan

• Remote-First Company

• Equity Incentive Plan

• Annual Company-Wide Bonus (up to 15%)

• Flexible Vacation Policy

• Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)

• Monthly Internet Stipend

• Annual Home Office Stipend

• Co-Working Space Reimbursement

Salary:

Base: $90K-120K

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We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.