Product Support Engineer

Overview

Who We Are

Because health is personal. That's why Personify Health created the first and only personalized health platform—bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together, our team is on a mission to empower people to lead healthier lives.

Learn even more about the work that drives us at personifyhealth.com.

Responsibilities

Ready To Diagnose the Technical Issues That Stand Between Users and Getting Full Value From the Platform?

 

Why This Role Matters

When a customer can’t get the platform to do what they need, the impact isn’t abstract — it’s a stalled workflow, a frustrated user, and a client relationship under strain. As a Product Support Engineer, you’re the first line of technical investigation: triaging escalations, troubleshooting root causes, and making sure customers always know where things stand. You also feed what you learn back into the product — turning incident patterns into process and quality improvements.

 

What You'll Actually Do

 

Triage and resolve customer escalations: Evaluate incoming issues, troubleshoot configuration problems, software defects, and third-party integration failures, and escalate to product development scrum teams when the complexity warrants it.

Keep customers informed at every stage: Maintain consistent follow-up with end users and reporters — even when a resolution isn’t immediate — so no one is left wondering what’s happening with their issue.

Analyze incidents for patterns and root causes: Review logged incidents to identify recurring trends and improvement opportunities, then collaborate with the team to implement process and quality enhancements.

Maintain and contribute to documentation: Build and update clear, comprehensive documentation that supports team learning, reduces repeat escalations, and keeps institutional knowledge accessible.

 

Qualifications

What You Bring to Our Team

Education & Experience

• Experience using ticketing systems including Jira and Zendesk
• Familiarity with software products and how users interact with them

Technical Skills

• Experience working with logs, dashboards, and monitoring tools to investigate incidents — including platforms such as New Relic, Kibana, or similar
• Analytical and troubleshooting skills sufficient to identify patterns and root causes across configuration, software, and integration issues

 

Our Commitment: Personify Health is an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive—because diversity is core to who we are and critical to our work in health and wellbeing.

 

Stay Safe: Personify Health will never ask for payment or sensitive personal information like social security numbers during hiring. All official communication comes from verified company email addresses and or our secure applicant tracking system. Suspicious requests? Report them to [email protected]. View all legitimate openings at personifyhealth.com/careers.