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Support Engineer



Customer Service
United States · Remote
Posted on Thursday, June 27, 2024

About Freshpaint

Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales – customer data is the raw material for each function at a modern business.

For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.

Something as simple as running ads to get more users is simple for an e-commerce of software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.

We provide a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, our customers can continue getting the insights they need to improve the patient experience. For marketing, Freshpaint safeguards health information while helping our customers promote access to care through popular advertising platforms like Facebook, Google, and others.

In short, we help healthcare marketers promote access to care and safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20% of the US GDP).

Our customers manage their customer data with two offerings:

  1. Privacy Platform. We help healthcare providers automate their website’s + app’s HIPAA compliance, and safeguard first-party customer data across their tech stack.

  2. Data Activation Platform. We make it really easy for teams to activate customer data using their preferred analytics, data, and marketing tools.

We’re fully remote. If you strongly value in-person work, Freshpaint is likely not the best fit for you. Even though we don’t care where you’re located, we need employees to be based in the US. Many of our team is concentrated in various metro areas like SF or NYC.

To balance out our remote-ness, we gather the team 2-4 times per year for offsites. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, and California wine country in the recent past.

We’re backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.

Who we are:

Freshpaint was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. We started as part of Y Combinator’s S19 cohort and have been focused on enabling healthcare companies collect, safeguard, and activate patient data since.

In the beginning of 2023 the government issued updated guidance around HIPAA, basically making our software a requirement to use for healthcare companies. As a result, we're one of the fastest growing software companies on earth right now.

Our team has deep analytics and growth experience, with all of us coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool.

If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then Freshpaint is your home.

In this role you will:

  • Research, address, and resolve a diverse range of technical customer issues

  • Dig into our code base and architecture, understand how we do things, and use that knowledge to guide our customers and resolve issues for them

  • Work with Go,TypeScript, and SQL to diagnose and resolve customer issues

  • Ensure that our customers receive prompt and effective technical support that meets their needs and exceeds their expectations with a very technically complex product

  • Work closely with Engineering, Customer Success, and Account Management teams to provide the best technical support to our customers

  • Contribute to comprehensive technical documentation to ensure clarity and accessibility to our customers on how our product works

  • Contribute to internal documentation to keep runbooks/procedures up to date and to share knowledge with the team

  • Provide expert technical support for the entire life cycle of the customer, from pre-sales/onboarding and on

  • Act as the voice of the customer based on your frontline knowledge of customer needs - work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy

Requirements - what you'll bring:

(If you don't meet all of these requirements, you should still apply. We're big on high-slope individuals, so if you can quickly grow into some requirements we'd love to hear from you)

  • Minimum 2 years of experience in a technical role as a support engineer, solutions engineer, software engineer, or similar

  • Minimum 2 years of experience in a customer facing role

  • Experience with modern programming languages, such as Go or JavaScript

  • Proficiency in front and back end technologies

  • You have a demonstrated ability to research a problem thoroughly and figure things out on your own in order to troubleshoot and resolve technical issues efficiently, but you’re not afraid to ask for help to get the customer what they need.

  • You have high empathy and care about the customer experience. You can talk to customers and help them resolve their technical issues and assuage any concerns they have with the product.

  • You're deeply curious, empathetic, and user-centric, with a knack for sharing customer insights across the rest of the team.

  • You get things done – fast. You learn fast and are able to get up to speed quickly on new tools and technologies.. You take ownership and solve problems when you see them.

  • You’re not the sort of person who needs to be told what to do - you can figure things out on your own and prioritize ruthlessly when you have a lot of tasks to complete

Benefits - what we offer in return:

  • Joining a high-growth venture-backed startup as part of the early crew. You will be employee #60-70ish.

  • Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window.

  • Freshpaint Fridays: Half-day Fridays. Every week.

  • Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays.

  • 100% remote

  • Flex in-office if you want with $150 WeWork credits each month

  • 401k

  • Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws).

  • Mental health benefits - therapy appointments and more covered by the company

  • 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team.

  • Generous parental leave

  • Paid Spotify

  • Health & Wellness benefit – gym membership or similar covered

  • Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past.

  • Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup. If you leave to start your own company, we'd love to be your first angel investors.

If you are interested in reading more about our team and our values, check out our team page.

Interested? How to apply

Please reach out even if you don’t meet all criteria! If you’re smart and driven, we’d love to hear from you.

What happens after you apply

If you apply online, you will hear back if you're a fit within a week or two. You will not hear back if you're not a fit (or the position gets filled before we have a chance to chat). We look at everything, we promise.