Customer Support Engineer

Qventus

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Remote, Latin AmericaRemotePosted Today

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SQLJiraSaaS

Job Description

<div class="content-intro"><div style="position: relative; padding-bottom: 56.25%; height: 0; overflow: hidden; max-width: 100%; margin: 0 auto;"><iframe style="position: absolute; top: 0; left: 0; width: 100%; height: 100%;" src="https://www.youtube.com/embed/Bp2Bw5VlpBI?si=aF6cux2K4H_farsI" width="560" height="315"></iframe></div>   On this journey for over 12 years, Qventus is leading the transformation of healthcare. We enable hospitals to focus on what matters most: patient care. Our innovative solutions harness the power of machine learning, generative AI, and behavioral science to deliver exceptional outcomes and empower care teams to anticipate and resolve issues before they arise. Our success in rapid scale across the globe is backed by some of the world's leading investors. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team across the globe, and the ability to directly impact the lives of patients. We’re inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations. #LI-JB1  </div>About the Role We’re looking for an experienced Customer Support Engineer to join our Support team. In this role, you will leverage your expertise in SaaS customer support.  This is a high-impact role that will influence our support processes, strengthen customer outcomes, and shape our company’s growth trajectory. Key Responsibilities <ul> <li>Develop a deep understanding of Qventus Solutions and Products to identify high-leverage opportunities</li> <li>Collaborate closely with our Client Success, Engineering, Product, and Analytics</li> <li>Engage with customers and stakeholders to validate concepts and gather feedback</li> <li>Ensure a seamless user experience that balances simplicity, rigor, and delight</li> <li>Deliver and communicate a cohesive product vision that aligns with company goals</li> <li>Troubleshoot software issues, provide technical support, and escalate complex problems to senior engineers as needed </li> <li>Provide top-notch customer service by responding to inquiries and resolving Zendesk tickets in a timely manner </li> <li>Manage ticket queues to minimize response times and maximize first-call resolution rates </li> <li>Develop a deep understanding of technical issues and provide expert-level support to customers</li> <li>Stay up-to-date on product knowledge to continually improve support quality</li> </ul> What We’re Looking For <ul> <li>2+ years of experience in customer support.</li> <li>Strong communicator with the ability to influence and collaborate across all levels</li> <li>Understanding of customer relationship management principles</li> <li>Understanding of SQL fundamentals, including writing queries, joins, filtering, and basic data analysis</li> <li>Proven track record in managing a high volume of tickets</li> <li>Proficiency in software troubleshooting and debugging</li> <li>Hands-on experience with tools such as Zendesk and JIRA</li> <li>Experience issue escalation and working with Engineering teams.</li> <li>A systems thinker who balances big-picture vision with attention to detail</li> <li>Passion for real-world impact and solving meaningful problems </li> </ul> Bonus Points For <ul> <li>Experience with reading and writing SQL queries, Datadog logs</li> <li>Background in healthcare</li> </ul> Candidates must be located in Brazil, Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay.<div class="content-conclusion">  Qventus values diversity in its workforce and proudly upholds the principles of <a style="color: #3deac9;" href="https://www.ada.gov/resources/disability-rights-guide/#:~:text=The%20ADA%20prohibits%20discrimination%20on%20the%20basis" target="_blank"> Equal Opportunity Employment </a>. We welcome all qualified applicants and ensure fair consideration for employment without discrimination based on any legally protected characteristics, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age, pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, "protected characteristics"). Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers. Qventus participates in the  <a style="color: #3deac9;" href="https://www.e-verify.gov/" target="_blank">E-Verify</a> program as required by law and is committed to providing reasonable accommodations to individuals with disabilities in compliance with <a style="color: #3deac9;" href="https://www.ada.gov/resources/disability-rights-guide/" target="_blank">Americans with Disabilities Act (ADA)</a>. In compliance with the <a style="color: #3deac9;" href="https://www.oag.ca.gov/privacy/ccpa" target="_blank">California Consumer Privacy Act (CCPA)</a>, Qventus provides transparency into how applicant data is processed during the application process. Candidate information will be treated in accordance with our candidate privacy notice. *Benefits and perks are subject to plan documents and may change at the company's discretion. *Employment is contingent upon the satisfactory completion of our pre-employment background investigation and drug test. </div>