Support Engineer

We are looking for a support engineer to improve customers’ experiences with the Shasta Health AI agents.

This is a hands-on, customer-facing role at the intersection of technical support, implementation, and operations. You will own the support inbox, investigate reported issues, update agent guidance, engineer solutions, and help configure agents for new customers and locations. This is a role that requires coding.

The work ranges from correcting how an agent handles an insurance or scheduling question to fixing a bug in the code for a clinic workflow. You will work directly with healthcare operators and Shasta’s existing engineering team to make sure every issue reaches a clear resolution.

What you’ll do

• Sit between our customers and the product.
• Own the support inbox and ensure every customer receives a timely, thoughtful response and resolution.
• Investigate agent behavior using recordings, logs, and product data to reproduce reported problems and determine root causes.
• Contribute to the code base on a regular basis when needed.
• Fix code bugs and integrate new features of the product. Also test changes to confirm the agent behaves correctly.
• Set up agents for new customers and locations.
• Fix engineering issues to completion rather than simply escalating to another team.
• Identify recurring support problems and turn them into product improvements.

What we’re looking for

• Clear and empathetic written communication. Much of the role involves explaining technical behavior to busy healthcare operators over email.
• Coding and software engineering experience.
• High attention to detail. Small differences in workflows can have significant consequences.
• Fast learner with technical products and working with logs, configurations, integrations, and AI-agent instructions.
• A strong sense of ownership and the ability to keep track of multiple customer issues through resolution.
• Interest in AI and an understanding how language models behave in real customer workflows.

Particularly relevant experience

Experience with any of the following would be helpful, but none is individually required:

• Next.js, React, Node.js, Typescript, Python (or any relevant backend coding language)
• Reading API logs and making DB queries to get to a solution every time.
• Technical support, customer success, implementation, healthcare operations, or solutions engineering.
• Working with AI agents, LLM prompts, or conversational systems.
• Healthcare scheduling, insurance eligibility, EMRs, referrals, or revenue-cycle operations.
• Phone systems, call routing, SMS, or contact-center software
• Working at an early-stage startup or taking ownership of an operational process