At CertifyOS, we're building the infrastructure that powers the next generation of provider data products, making healthcare more efficient, accessible, and innovative. Our platform is the ultimate source of truth for provider data, offering unparalleled ease and trust while making data easily accessible and actionable for the entire healthcare ecosystem.

Our API-first, UI-agnostic, end-to-end provider network management platform automates licensing, enrollment, credentialing, and network monitoring. We integrate with hundreds of primary sources to enhance visibility into the provider network management process. The team brings 25+ years of combined experience building provider data systems and is backed by top-tier VC firms.

We are looking for a Technical Support Engineer (TSE) who will perform technical problem-solving for customers and internal teams. This role bridges customers, operations, and engineering by troubleshooting platform issues, investigating data and integration problems, and ensuring timely resolution while maintaining strong SLAs. The ideal candidate is technically strong, detail-oriented, customer-focused, and comfortable working in a fast-paced healthcare SaaS environment.

Own and manage technical support tickets from intake to resolution using tools such as Zendesk and Jira.

Investigate and resolve platform issues, data discrepancies, automation failures, and workflow errors.

Clearly document findings, root causes, and resolutions for each issue and provide timely updates to customers and internal stakeholders.

Analyze logs, API responses, database records, and system behavior to identify root causes.

Perform SQL queries and data validation to support investigations and reproduce issues in lower environments when required.

Work closely with Engineering, Operations, Product, and Customer Success teams to resolve complex issues; escalate bugs with clear reproduction steps, logs, and impact analysis.

Proactively identify recurring issues and suggest preventive measures; participate in incident response, RCA creation, and post-incident reviews.

Create and maintain internal documentation, runbooks, and troubleshooting guides; identify gaps in support processes and recommend improvements.

0-3 years of experience in Technical Support, Application Support, or Production Support for a SaaS platform.

Strong understanding of REST APIs, HTTP methods and status codes, JSON payloads and API debugging (Postman, curl), hands-on experience with SQL for data analysis, and familiarity with cloud environments (AWS, GCP, or Azure).

Experience using ticketing and issue-tracking tools (Zendesk, Jira, ServiceNow).

Experience supporting B2B SaaS products and understanding of SLAs, incident severity levels, and escalation management.

Excellent written and verbal communication skills; ability to explain technical issues to non-technical stakeholders; strong ownership mindset with attention to detail; comfortable working with ambiguity and prioritizing effectively.

Certify is committed to creating an inclusive workplace and is an equal opportunity employer. We celebrate diversity and invite applicants from all backgrounds to apply.