The RoleSupport is a mission-critical function at Decoda Health - every clinic we serve relies on it to stay operational every day. You'll be at the heart of this effort, ensuring the system that powers our customers' entire workflow just works, and that help is always immediate and reliable when needed. You'll not only resolve urgent issues but also build tools and automations that help clinics stay on track and empower our team to deliver support at scale and with excellence.
If you like being close to real users, solving live problems, and wiring up LLMs to do useful work, this is the seat.
What You'll Do- Prioritize and manage competing support requests and projects to keep clinics running smoothly, always knowing when-and how-to escalate what matters most.
- Own and solve customer support requests:
- Be on the front lines: answer tickets, jump on calls with clinics, and resolve issues across the full stack (FastAPI/Python backend, Next.js/TypeScript frontend).
- Reproduce, root-cause, and resolve bugs, closing the loop directly with customers.
- Debug live in production; use logs, tenant data, and session replays while maintaining privacy and data boundaries.
- Build AI automations and tools:
- Ship AI-powered features that let clinic staff help themselves - configure settings in plain English, generate reports, and get help right in the product.
- Design and implement agent workflows, prompt engineering, retrieval, evals, and guardrails ensuring automations are reliable and safe for clinics.
- Automate the support pipeline:
- Build internal tools to streamline ticket triage, suggest root causes, draft grounded replies, and prepare fixes for approval.
- Identify patterns in incoming issues and create automations or features that solve them at scale, reducing future manual support.
- Collaborate and learn from users:
- Talk directly to customers, learn how clinics operate, and translate feedback and patterns into new automations and product improvements.
What We're Looking For- Outstanding communicator who excels at explaining ideas, status, and solutions to both technical teammates and non-technical customers
- Proven multitasker who can balance and context switch across several critical issues and projects in a fast-paced environment without losing focus
- Excellent prioritization skills; able to differentiate urgent from important and ensure clinics' operational needs always come first
- 3+ years shipping production software (ideally in SaaS or startups)
- Hands-on experience responding to customer issues, debugging under pressure, and supporting a live, business-critical platform
- Experience building LLM-powered features (agents, prompt design, retrieval, tool/function calling, evals)
- End-to-end builder who can work across a modern stack (Python, TypeScript, SQL/Postgres)
- Strong sense of ownership, follow-through, and a bias for closing loops
Nice to Have- Experience in healthcare, EHR, or other regulated industry
- Background in support, solutions, or forward-deployed engineering
- Multi-tenant SaaS experience
- Early-stage startup experience
Why Decoda Health?- Support is at the heart of what we do: you'll be relied on to keep clinics operational in real time, not just building in the background. Your frontline work matters.
- Impact and leverage: Your fixes and automations will help hundreds of clinics and shape the product for years to come.
- Real AI, real users: Work directly with healthcare teams at the intersection of support and applied AI.
- Ownership: Your work moves fast, is deeply trusted, and directly shapes the direction of the product and user experience.
