Founding Support Engineer
Sohar Health
Customer Service
Multiple locations · Virginia, USA · Maryland, USA · Massachusetts, USA · South Carolina, USA · Florida, USA · Connecticut, USA · Georgia, USA
Posted on Jul 7, 2025
Founding Support Engineer
Virginia - Remote • Maine - Remote • Maryland - Remote • Massachusetts - Remote • North Carolina - Remote • South Carolina - Remote • London - Remote • New York - Remote • New Jersey - Remote • Delaware - Remote • Florida - Remote • Connecticut - Remote • Georgia - Remote
Product & Engineering
Remote
Full-time
Our Mission
At Sohar Health, we're not just a company; we're a movement with a passionate, data-driven approach to make healthcare accessible to all. With investors such as Y-Combinator, Kindred Capital, and Rebel Fund, we are a VC-backed market leader in automating front-end Revenue Cycle Management (RCM), empowering healthcare providers. Our API-based healthcare data solutions provide the necessary tools for providers to maximize revenue and improve patient experiences through faster, data-driven insights and streamlined insurance workflows.
Role Summary
We are seeking a Founding Support Engineer to build the foundation for world-class technical support at Sohar Health. In this role, you’ll own the customer experience from the moment they hit a bug to the moment it’s resolved—and everything in between.
This is not a traditional support desk role. You’ll be debugging in Grafana, creating alerts, writing documentation, jumping into customer calls, and working closely with engineering and product to keep our users successful. You’ll transform the reactive into proactive and make “support” a strategic advantage as we scale.
This role is ideal for someone who thrives in a startup environment, is energized by solving complex customer problems, and wants full ownership over the function they lead.
This role is a remote position, based on the East Coast, US.
Responsibilities
Resolve Customer Issues End-to-End
- Monitor, triage, and resolve all technical tickets—owning the queue with rapid response times and relentless follow-through. Turn customer pain into learning by documenting issues clearly and shipping improvements.
Lead Incident Response & Postmortems
- Act as a key responder during high-severity incidents, coordinating with engineering and communicating internally and externally. Drive follow-up through root cause analysis and retrospectives.
Build and Maintain Runbooks:
- Document recurring issues, remediation steps. Codify knowledge into accessible, living documentation to support future teammates.
Enable Customer Success
- Guide customers through technical onboarding, provide white-glove support, and build documentation that empowers users to self-serve. Partner with Sales to ensure technical confidence during the buying process.
Guard the Production Experience
- Set up and maintain alerting and observability infrastructure (Grafana, logs, Sentry). Act swiftly on alerts, debug complex system behavior, and translate learnings into bugs or code-level improvements.
Qualifications
- Experience: 3–5 years in technical support, solutions engineering, or backend-heavy customer-facing roles. Bonus if you’ve worked in startups, healthcare, or with API-first products.
- Technical Fluency: Strong debugging skills, familiarity with logs, metrics dashboards, and REST APIs. You don’t need to be a full-stack engineer, but you should be able to speak the language.
- Observability & Tooling Familiarity: Hands-on experience configuring or interpreting dashboards in Grafana, Prometheus, CloudWatch, Sentry, or similar tools.
- Customer Empathy: You love solving problems for real users and can balance urgency with clarity.
- Proactive Mindset: You don’t wait for tickets—you look for patterns and fix root causes before customers even know there’s a problem.
- Ownership Mentality: You operate like a founder. You take responsibility, ask questions, and chase problems to resolution.
About Sohar Health
🚀 Join the Sohar Health Team - Revolutionizing Healthcare Access in the US 🚀
Who We Are:
🌟 Driven by Purpose: As co-founders at Sohar Health, we're committed to a cause that transcends the ordinary. We're not just in the business of healthcare; we're in the business of changing lives.
💡 Leading Innovation: Sohar Health (YC23) is the brainchild of Ash and Lucas, who have built a technology that's redefining how providers navigate the complex world of insurance claims. We are trailblazers in leveraging AI in the RCM space.
Our WHY:
💚 Access to Care: We believe that healthcare is a fundamental right, and our 'why' is simple - we want to help more people access the care they deserve.
Our VALUES:
🎯 Focus on Data Accuracy: We're unwavering in our commitment to being the most accurate RCM solution in the market.
🤗 Empathy in Action: We understand the challenges providers face, and we're here to lend a helping hand.
🔍 Transparency is Key: We take pride in our honesty and transparency when delivering data to our customers.
🌈 Simplicity Rules: In an industry known for its complexities, we take a refreshingly simple and intuitive approach to make our customers' lives easier.
Sohar Health is an equal opportunity employer, and we're proud of it. We celebrate diversity and believe that it's our differences that make us stronger. We don't discriminate on any basis - race, ethnicity, gender, or background. Inclusion and diversity are at the core of our culture, and we embrace every unique perspective that joins our mission.
Ready to be a part of a revolution in healthcare? Join us at Sohar Health, where your career becomes a purpose-driven adventure.
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Req ID: R7