Tools & Support Engineer at SimplePractice in Remote

Summary: SimplePractice is dedicated to improving access to quality care for health and wellness clinicians. They are seeking a Tools and Support Engineer who will act as a technical liaison between various teams, focusing on solving production issues and supporting internal tools. Responsibilities: - Lead technical deep dives into sophisticated production issues, analyzing logs, metrics, and system behavior to identify root causes and solutions that improve system reliability - Be a problem-solving Engineering resource for Customer Success by working closely alongside a cross-functional team, our Technical Product Specialists - Contribute to technical documentation for both internal and/or external use - Build and support internal tools that assist in day-to-day operations of our internal stakeholders - Lead and coordinate cross-functional incident response efforts through resolution, including participation in rotating on-call duties Required Qualifications: - Request management and strong problem-solving skills required, applicable to large and complex system scenarios - Strong communication and collaboration skills, along with the ability to give and receive constructive feedback - Excellent documentation and technical writing skills - Basic understanding or willingness to learn technical concepts and development process - Ability to work independently and manage multiple priorities in a fast-paced environment Preferred Qualifications: - 1-2 years experience in a technical customer support role, some software development experience preferred but not required - Experience with interpreted languages (such as Ruby, Python, Javascript) and MySQL (or similar relational databases) preferred Required Skills: MySQL, HTML/CSS, JavaScript, Ruby/Rails Important Skills: Technical Support Nice-to-Have Skills: Collaboration Skills Benefits: Medical, dental, vision, life & disability insurance, 401(k) plan with company match & employee stock purchase plan (ESPP), Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays, Mental health resources, Paid parental leave & Backup Care, Tuition reimbursement, Employee Resource Groups (ERGs)