The role involves providing technical support for the Zus platform, troubleshooting issues, managing customer tickets, ensuring timely resolutions, and maintaining documentation, while collaborating with engineering and product teams.
Who we are
Zus is a shared health data platform designed to accelerate healthcare data interoperability by providing easy-to-use patient data via API, embedded components, and direct EHR integrations. Founded in 2021 by Jonathan Bush, co-founder and former CEO of athenahealth, Zus partners with HIEs and other data networks to aggregate patient clinical history and then translates that history into user-friendly information at the point of care. Zus's mission is to catalyze healthcare's greatest inventors by maximizing the value of patient insights - so that they can build up, not around.
What we’re looking for
Zus Health is seeking a Technical Customer Support Engineer who will serve as the critical link between our customers, our Customer Success team, and our Product and Engineering organizations. In this role, you will ensure customers have an exceptional experience by providing high-quality technical support, troubleshooting complex issues, and trending themes internally.
You will be a technical expert in the Zus platform — diagnosing issues across APIs, integrations, and data pipelines, while collaborating closely with Product and Engineering to ensure a seamless experience. This is a customer-facing, highly technical role that requires both strong technical skills and a passion for customer success in healthcare.
The ideal candidate is an exceptional problem solver who has a passion for delivering stellar customer experiences. They are hungry to make a difference and are comfortable navigating the technical complexities of a growing health tech startup.
As part of our team, you will:
- Act as the primary technical point of contact for customer issues after implementation - diagnose, troubleshoot, and resolve Tier 1 and Tier 2 issues and triage Tier 3 issues by gathering relevant context and partnering with engineering teams.
- Track, prioritize, and manage open tickets to ensure timely response and resolution to deliver an excellent customer experience.
- Maintain detailed and accurate records of customer interactions in the support system.
- Proactively identify patterns or recurring issues and share insights with product and engineering teams.
- Ensure timely resolution of customer support cases.
- Become a subject matter expert (SME) on the Zus platform, integrations, and APIs.
- Support authentication, configuration, and data ingestion workflows (SFTP, APIs, ETL pipelines).
- Provide technical guidance on healthcare data standards (FHIR, HL7, CCD) and EMR integrations.
- Develop a Support Knowledge Base, including tools, playbooks, and reusable troubleshooting patterns to accelerate issue resolution.
- Create and maintain customer-facing technical documentation, knowledge base articles, and troubleshooting guides… maybe even a customer portal!
- Deliver training sessions and technical deep dives for customers to build self-servicability.
- Contribute to internal onboarding materials for scaling the support team.
You're a good fit because you have:
- 5+ years of experience in technical support engineering, solutions engineering, or a related technical customer-facing role (healthtech or SaaS strongly preferred).
- Proficient in SQL with the ability to query and troubleshoot data within 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.
- Strong understanding of healthcare data standards and integrations (FHIR, HL7, CCD) and familiarity with EMR systems (Epic, Cerner, athenahealth).
- Experience working with ticketing systems like Zendesk and Jira.
- Comfortable working in secure environments and with compliance frameworks (HIPAA, SOC2).
- Excellent problem-solving skills with the ability to communicate technical concepts to both developers and non-technical stakeholders.
- Highly organized, detail-oriented, and energized by fast-paced, growth-stage environments.
- Passion for improving healthcare in the US.
We will offer you…
• Competitive compensation that reflects the value you bring to the team a combination of cash and equity
• Robust benefits that include health insurance, wellness benefits, 401k with a match, unlimited PTO
• Opportunity to work alongside a passionate team that is determined to help change the world (and have fun doing it)
Please Note: Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current healthcare system with their unique experiences.
We do not conduct interviews by text nor will we send you a job offer unless you've interviewed with multiple people, including the Director of People & Talent, over video interviews. Job scams do exist so please be careful with your personal information.
Top Skills
Ccd
ETL
Fhir
Hl7
JIRA
Postman
Python
Sftp
SQL
Zendesk
Zus Health Watertown, Massachusetts, USA Office
101 Walnut St, Watertown, MA, United States, 02472
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