Software Support Engineer

Position Overview: We're seeking a software developer to serve as the bridge between senior customer support agents and the engineering department at ICANotes. This role requires knowledge of web based software development for reading, interpreting, and troubleshooting code based on knowledge gained from customer reported escalations. Additionally, this software engineer should be able to contribute over time to bug fixes in our behavioral health EHR application. At ICANotes, we believe in fostering a culture of continuous improvement and learning, with a focus on agile methodologies. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders, while fostering a culture of trust, respect, and accountability among team members. Responsibilities: Work independently to determine efficient troubleshooting paths via data collection, analysis, and discussion w/ key stakeholders. Provide timely estimates and summaries of escalations and analysis to management, customer support, and engineering teams. Write targeted software defect fixes that may involve frontend (TypeScript/Angular), backend (NodeJS) or database (MySQL) code. Ability to troubleshoot issues in production environments with attention to data protection. Passionate about technology and bringing new technology or process ideas to the team. Is a multitasker with the ability to work efficiently and effectively within deadlines without compromising quality. Experience working with a startup or enjoy working in a startup like environment with ambiguity and speed. Qualifications: Strong written and verbal communication skills, especially when communicating complex technical or workflow concepts. Bachelor's Degree with a concentration in Computer Science or related is preferred. Experience writing web based software applications. Experience with relational databases. Knowledge of front-end development frameworks, like Angular or React. Basic understanding of micro-services and containerized deployments.. Experience with a cloud provider: AWS, Azure, etc. Ability to investigate and analyze information/problems and to draw conclusions. Strong analytical and problem-solving skills. Preferred Skills: Healthcare software experience. Experience using AI/LLMs to assist in data analysis or software development. Experience with TypeScript, NestJS, RxJS, Nx, Kubernetes, Docker, or Terraform. Benefits: Healthcare (medical, dental, vision) - company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options Basic term and optional term life insurance Short-term disability (paid for by the company) and long-term disability 401(k) and employer-matched retirement plan Paid time off that includes 8 sick leave days per year (80 hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all) Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.