Associate Production Support Engineer, Tier I
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 14h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 3d ago
The date the source published, not the day we noticed it (2026-09-11). Last seen at its source 3h ago.
Is it remote?
Remote
That is the location the employer filed this posting under. Quoted as written — we do not re-word the source's own location.
Who may apply?
United States
No source stated where this role may be worked. This is read from the ad's own words.
What the ad says
…must be based in the US) • Unlimited Flexible Time Off • 15+ Observed Holidays • Rest & R^Charge days (guaranteed a 3-day weekend each month) • R^Charge (6 weeks paid sabbatical + stipend) • 401k…
…candidates must be eligible to be employed in the U.S. and must reside & work in the continental U.S…
…must reside & work in the continental U.S…
Pay
$70k–80k/yr
Read out of the job description by us, not from a structured field. Shown in the posting's own currency and period; we never convert.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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lever employer's own board first seen 3d ago · last seen 3h ago
- location not stated
The listing
Opportunity & Impact
Redox is on a mission to accelerate healthcare's transformation with useful data. Redox accelerates the development and distribution of healthcare products with a full service integration platform to securely and efficiently exchange healthcare data. With just one connection, data can be transmitted across a growing network of 7,300+ provider organizations and 240+ healthcare products. Redox connections serve tens of millions of patient records per day, leveraging a single data standard compatible with more than 90 electronic health record systems.
Tier I Support Engineers are the first line of technical support for Redox customers, resolving day to day connectivity, configuration, and messaging issues and monitoring production feeds. As Redox shifts toward a more self service support model, this role is central to that shift: you'll use your technical troubleshooting skills to diagnose issues quickly, and your communication skills to teach customers and technical partners how to use our self service tools (config modifiers, log inspector, alerting, translation sets, etc.) to resolve issues themselves. You'll make a positive impact from day one as part of a collaborative and committed team.
Job Responsibilities:
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Work all tickets within the scope of a Tier I role, reaching out for support or escalating to Tier II for tickets that are outside or partially outside of scope, including:
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Instructing customers on how to update configurations or resolve issues themselves
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Basic connectivity (VPN/API) troubleshooting
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Connection and traffic questions and troubleshooting
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Message and error state issues
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Configuration updates
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Any other support ticket type, which may include reaching out to third parties on behalf of the customer
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Respond to and work critical support issues called in by customers during the day
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Manage work hour on call shifts, including:
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Responding to errors that page the on call person
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Monitoring paused and retrying queues
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Answering calls
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Serving as Incident Manager during major incidents, including sending customer emails and updating StatusPage
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Take after hours on call shifts (approximately one week every other month)
Required Skills & Experience:
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Technical support experience
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Ability to learn quickly and think critically
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Comfortable reading and interpreting technical data (e.g., JSON, HL7v2, logs) to diagnose issues, even without building it from scratch
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A working understanding of APIs and web service protocols
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Strong communicator who can explain technical concepts clearly to both customers and internal teams; this role increasingly teaches customers how to use our tools rather than doing the work for them
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Organized and customer service oriented
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Comfortable using AI tools to support troubleshooting, documentation, and daily workflows; Redox is an AI forward company and expects team members to actively use AI in their work
Preferred Skills & Experience:
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Experience teaching, training, or documenting for a technical audience (e.g., supporting a self service or dev tools product)
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Experience with HL7v2, C-CDA (CCD, QRDA, etc.), and other healthcare data formats
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VPN, network, or connection troubleshooting experience
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Relational databases and SQL queries
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JavaScript or another scripting language
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Experience in healthcare IT, ideally integration
Specific Software Platforms/Tools:
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Jira/Confluence
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Zendesk
Preferred: