Senior Customer Support Engineer

About Us

StitchFin is an innovative startup revolutionizing the healthcare space by building cutting-edge AI solutions. We’re building next-generation healthcare automation powered by AI. Our platform helps health systems streamline operations, reduce administrative overhead, and improve patient financial experiences. As we scale, we’re expanding our team to ensure every customer gets world-class assistance and rapid issue resolution.

Role Overview

As a Senior Customer Support Engineer, you’ll be the bridge between our customers and our engineering team. You’ll diagnose complex technical issues, lead root cause analyses, and ensure smooth customer integrations with our AI platform. This role requires strong technical troubleshooting, API familiarity, and an understanding of customer data workflows.

Key Responsibilities

• Serve as the primary technical contact for enterprise customers, resolving escalated support cases.
• Troubleshoot API integrations, data ingestion issues, and voice AI performance within production environments.
• Collaborate with product, engineering, and QA teams to reproduce bugs and propose scalable solutions.
• Build and maintain scripts, knowledge base tools, and dashboards for monitoring key system performance metrics.
• Lead onboarding sessions and technical walkthroughs for new healthcare customers.
• Analyze recurring issues and design automation scripts or diagnostics to reduce response time.

Qualifications

• 5+ years of experience in technical support, implementation engineering, or solutions engineering (SaaS or AI platforms preferred).
• Strong troubleshooting skills in RESTful APIs, JSON payloads, Python scripting, and SQL queries.
• Experience working within cloud environments (AWS, GCP, or Azure).
• Ability to diagnose pipeline issues using system logs and monitoring tools.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users.

Nice to Have

• Prior work with AI or NLP-based products.
• Familiarity with observability tools like Datadog, Sentry, or Grafana.
• Knowledge of HIPAA-compliant infrastructure design.

Why Join Us

You’ll work with an innovative team redefining how healthcare systems operate. We value technical curiosity, cross-functional collaboration, and a shared passion for building reliable AI solutions that make a measurable difference in healthcare.

What We Offer

• Opportunity to work on cutting-edge AI technology with real-world impact
• Competitive compensation and benefits package