Sr. Technical Support Engineer

| Greater Boston Area
send resume to [email protected]
Apply now

Abacus Insights is a mission-driven, start-up technology company that is focused on improving health outcomes, lowering the cost of healthcare, and delivering a more seamless healthcare experience.  At our core, we are passionate about advancing healthcare and improving people’s lives through technology.

With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these health insurance payers can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs.

Through this mission and passion to aid people and population health, we have built a highly successful SaaS business that is heavily funded (since our founding in 2017 we have over 18 million) by leading VC firms who have deep expertise in the healthcare and technology industries. At Abacus, we are solving problems of massive scale and complexity in an industry that is not only ripe for disruption but requires innovation. We see massive growth in our future and would love for you to be a part of it!

Our Customer Success team is looking to bring on an experienced Senior Technical Support Engineer. If you are interested in being an early founding member of a team that is absolutely critical to the overall success of our company, this is a position for you. As a founding member of the team, you will be responsible for all of our customer environment’s and helping to operate our platform with a software engineering focus.

Responsibilities:

  • Assist our customers in solving complex business problems as they analyze large, complex datasets
  • Translate customer feedback into actionable requests that the Product Management team can use to shape our future roadmap
  • Help drive the overall success of the Customer Success team through identification, design, and implementation of internal process improvements
  • Maintain and enhance our support ticketing system, including SLA and stats reporting, to internal stakeholders
  • Document platform knowledge within our Knowledge Base for use by customers
  • Work cross-functionally with Product Management and Engineering to diagnose and resolve technical issues

What you bring to the Abacus Team:

  • 5+ year’s experience as a Technical Support Engineer for Enterprise SaaS platforms
  • Excellent written and verbal communication skills
  • Experience supporting and working with cross-functional teams in a dynamic environment
  • Strong organizational skills and an ability to work independently
  • Practical, working knowledge of relational databases and query authoring (SQL)
  • Leadership and mentoring ability

Equal Opportunity Employer:
As a mission-led technology company that is helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. We are dedicated to building diverse teams, and as such provide equal employment opportunities to all employees and applicants for employment. As well as prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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send resume to [email protected]
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • AWSLanguages
    • TerraformLanguages
    • GitlabLanguages
    • ReactLibraries
    • ReduxLibraries
    • SparkFrameworks
    • MySQLDatabases

Location

In the heart of Boston Financial District. 10/15 Minute walk from both South and North Station. Short walks to historic North End and Faneuil Hall.

An Insider's view of Abacus Insights

How does the company support your career growth?

Career growth is a focal point at Abacus and something that is always promoted at our all hands meetings. It has been tremendously supported at Abacus and preached by leadership through action. Abacus dedicates funds for each department to attend conferences/workshops and travel associated. I haven't seen that much our of earlier stage companies.

Dave Aquilino

Talent Acquisition Manager

How do you make yourself accessible to the rest of the team?

We are a small but growing company, located in 2 cities, have beads working remotely, and some travel a lot. Remaining connected to the team is critical and I use as many of the existing tools possible email, Slack, Zoom, confluence. Our offices are all open plan so accessing me is easy and it is more likely that I will access my team!

Minal Patel

CEO

What are Abacus Insights Perks + Benefits

Culture
Partners with Nonprofits
Participation in the Wonderfund. A non-profit focused on providing comfort and dignity to children in traumatic situations and enrich childhoods that have been impacted by abuse and neglect.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Abacus employees can contribute up to $2750 annually to their Health Care FSA, and up to $5,000 annually to their Dependent Care FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $12500 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Parking
We offer employees Free on-site garage parking.
Pet Friendly
The Abacus office is located in a dog-friendly building.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
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