Customer Support Specialist

Who we are

At Droxi, we’re improving the medical world by solving one of healthcare’s biggest headaches—EHR inbox overload. Our AI-powered solution is like the ultimate assistant, taking care of the tedious stuff so healthcare providers can get back to what they love: practicing medicine. We’re a small but mighty team and every day we’re working on something that truly makes a difference. If you’re passionate about healthcare and tech, you’ll love what we’re building here.

Role Overview

This role sits within our Customer Success practice and plays a critical part in ensuring a smooth and technically sound onboarding experience for our clients. As a Customer Support Engineer, you’ll be the primary technical contact for users encountering issues with our SaaS platform, and you’ll also own the technical onboarding process for new customers. This includes supporting initial setup, validating configurations, troubleshooting early-stage issues, and ensuring clients are set up for success from day one. You'll troubleshoot installation and operational issues, leverage MongoDB to analyze root causes, work with browser diagnostics, and escalate issues when needed—presenting clear, actionable insights for Tier 2 and 3 teams.

Your communication will be central to customer satisfaction and internal efficiency. You’ll work closely with our Customer Success Managers, Product, and Engineering teams to

deliver a seamless onboarding experience, while also providing Tier 1 support post-launch. Your ability to communicate clearly and solve problems efficiently will be central to customer satisfaction and internal alignment.

Key Responsibilities

• Own the technical onboarding of new customers, including environment setup, extension deployment, and validation testing.

• Collaborate with Customer Success Team to ensure onboarding milestones are met and client expectations are aligned.

• Troubleshoot onboarding-related issues and ensure resolution prior to go-live.

• Provide proactive guidance to clients during onboarding to minimize friction and ensure product adoption.

• Provide Tier 1 technical support for our SaaS platform.

• Analyze browser Developer Tools (console logs, network panel) to diagnose issues.

• Run MongoDB queries to investigate user-specific issues and derive insights.

• Prepare escalation tickets for Tier 2/3, including logs, diagnostic findings, reproduction steps, and hypotheses.

• Craft and maintain documentation (FAQs, troubleshooting guides, knowledge base entries).

• Monitor support trends and collaborate with Product and Engineering to drive improvements.

• Manage support tickets using JIRA—triaging, prioritizing, updating, and meeting SLA expectations.

Required:

• 4+ years of technical/customer support experience for SaaS products.

• Proficiency with browser diagnostic tools (console, network tabs) and log analysis.

• Ability to craft MongoDB queries and interpret results for troubleshooting.

• Strong written and verbal communication skills for both customers and internal teams.

• Proficiency using JIRA (or similar) for ticket management and escalation tracking.

Nice-to-Have:

• Experience supporting Chrome extension deployment and operation on Windows and macOS.

• Familiarity with JavaScript, HTML, or CSS basics.

• Understanding API structures, JSON formats, and authentication flows.

• Basic knowledge of networking concepts like HTTP, DNS, proxies.

• Experience with support analytics or trend dashboards.

• Exposure to Salesforce CRM, especially from a support or integration standpoint.

Why you will love it here

At Droxi, we're not just building a product; we're on a mission to make a positive impact in the world of healthcare. As a small, dynamic startup, every team member plays a vital role in our success. You’ll be working in an environment where your contributions truly matter, and where your voice is heard. We believe in taking care of our people, and we’re committed to ensuring that everyone is happy and fulfilled in their work. Our hybrid work model offers the flexibility to balance your personal and professional life, while still being connected to a supportive, close-knit team. Plus, you’ll be part of a company that’s dedicated to doing more good than harm, with a focus on improving the lives of healthcare providers and patients alike. If you’re looking for a place where your work has real meaning, and where you’re valued as both a professional and a person, you’ll find it here at Droxi.