Support Engineer

Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales – customer data is the raw material for each function at a modern business.
For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.

Something as simple as running ads to get more users is simple for an e-commerce of software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.

We provide a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, our customers can continue getting the insights they need to improve the patient experience. For marketing, Freshpaint safeguards health information while helping our customers promote access to care through popular advertising platforms like Facebook, Google, and others.

In short, we help healthcare marketers promote access to care and safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20% of the US GDP).
Our customers manage their customer data with:

1. Privacy Platform. We help healthcare providers automate their website’s + app’s HIPAA compliance, and safeguard patient data. This is our core product today

2. Future additional product lines! Our core product provides a platform that we're building marketing applications on top of.

We’re fully remote. If you strongly value in-person work, Freshpaint is likely not the best fit for you. Even though we don’t care where you’re located, we only hire within the US. Many of our team is concentrated in various metro areas like SF or NYC. To balance out our remote-ness, we gather the team 2x times per year for offsites. We’re backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.

Freshpaint was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. We started as part of Y Combinator’s S19 cohort and have been focused on enabling healthcare companies collect, safeguard, and activate patient data since.

In 2022 the government issued updated guidance around HIPAA, basically making our software a requirement to use for healthcare companies. As a result, we're one of the fastest growing software companies on earth right now.
Our team has deep analytics and growth experience, with all of us coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool. If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then Freshpaint is your home.

In this role you will

• Own the resolution of assigned customer issues from end to end

• Research, address, and resolve a diverse range of technical customer issues

• Dig into our code base and architecture, understand how we do things, and use that knowledge to guide our customers and resolve issues for them

• Work with Go,TypeScript, and SQL to diagnose and resolve customer issues

• Ensure that our customers receive prompt and effective technical support that meets their needs and exceeds their expectations with a very technically complex product

• Work closely with Engineering, Customer Success, and Account Management teams to provide the best technical support to our customers

• Contribute to comprehensive technical documentation to ensure clarity and accessibility to our customers on how our product works

• Contribute to internal documentation to keep runbooks/procedures up to date and to share knowledge with the team

• Provide expert technical support for the entire life cycle of the customer, from pre-sales/onboarding and on

• Act as the voice of the customer based on your frontline knowledge of customer needs - work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy

• Clearly communicate customer issues that require visibility internally and externally in a way that both technical and non-technical teams can understand.

Requirements - What You’ll Bring

• Minimum 2 years of experience in a technical role as a support engineer, solutions engineer, software engineer, or similar

• Minimum 2 years of experience in a customer facing role

• Experience with modern programming languages, such as Go or JavaScript - meaning you can write code

• Proficiency in front and back end technologies

• You have a demonstrated ability to research a problem thoroughly and figure things out on your own in order to troubleshoot and resolve technical issues efficiently, but you’re not afraid to ask for help to get the customer what they need.

• Strong communication skills and intuition for communication strategy at every level -- within teams, within the company, and to customers.

• Detail oriented with superior organizational skills -- balancing multiple projects, deadlines, and requests should be second nature to you.

• You have high empathy and care about the customer experience. You can talk to customers and help them resolve their technical issues and assuage any concerns they have with the product.

• You're deeply curious, empathetic, and user-centric, with a knack for sharing customer insights across the rest of the team.

• You get things done – fast. You learn fast and are able to get up to speed quickly on new tools and technologies.. You take ownership and solve problems when you see them.

• You’re not the sort of person who needs to be told what to do - you can figure things out on your own and prioritize ruthlessly when you have a lot of tasks to complete

We take care of our team—here’s a peek at what you get when you join:

• Competitive pay + generous equity (10-year exercise window)

• Fully remote (U.S. only) with a $150/month coworking stipend

• Half-day Fridays, every Friday

• Unlimited PTO—with a required 2-week minimum

• Top-tier health, dental & vision (100% covered for you, 80% for dependents)

• 2 “Treat Yourself” days a year—$100 and a day off, just because

• Generous parental leave

• Epic offsites twice a year (past trips: Greece, Jackson Hole, Cabo, wine country + more)

And more—check out our careers page for the full list.