Support Engineer

As a Support Engineer at Prompt, your primary responsibilities will include collaborating with the engineering and client experience teams to identify and resolve issues within our SaaS product. You'll be meeting with customers to diagnose potential issues, writing detailed technical specifications for engineers, and using technical skills to execute scripts and run database queries for troubleshooting.

To be eligible for the Support Engineer position at Prompt, you should have at least 3 years of experience in a similar role or as a Software Developer with customer-facing responsibilities. Additionally, familiarity with MySQL or another relational database querying language, alongside strong communication skills, is vital.

Preferred qualifications for a Support Engineer at Prompt include experience in software development, specifically with languages like PHP or modern JavaScript frameworks. Experience working in customer support, knowledge of AWS services, and a background in the healthcare industry can also strengthen your application.

At Prompt, we foster a healthy work environment that values smart work over hard work. You will have the autonomy to manage your workload while collaborating with talented individuals, and your contributions will directly impact healthcare technology, making it a fulfilling place to work.

As a Support Engineer at Prompt, you can expect competitive salaries, potential equity compensation, flexible PTO, and comprehensive medical, dental, and vision insurance coverage. Additionally, you'll enjoy company-sponsored lunches, paid disability and life insurance, and a welcoming remote/hybrid working environment.

When answering this question, focus on specific examples from your previous roles, highlighting your troubleshooting skills, communication with clients, and any tools or technologies you've used, particularly those relevant to the SaaS environment.

Discuss your approach to time management and prioritization, emphasizing your ability to assess the severity of issues and impact on clients, as well as any frameworks or methods you employ to keep track of outstanding tasks.

Reflect on common challenges such as keeping up with updates, ensuring client satisfaction, and troubleshooting issues in real-time. Showcase your problem-solving skills and adaptability to change.

Talk about your experience using MySQL or other relational databases, emphasizing specific projects where you've had to run queries and troubleshoot issues. Be prepared to discuss the types of queries you’ve executed.

Provide a detailed account of a specific incident, explaining the issue, how you approached it, and the final outcome. Highlight your communication skills and dedication to customer service.

Be specific about the features of Chrome DevTools that you've used, such as inspecting elements, monitoring network activity, or debugging JavaScript code. Providing a practical example will illustrate your proficiency.

Highlight your commitment to transparency and active listening. Describe how you ensure clients feel heard and understood, perhaps detailing follow-up actions to keep them informed throughout the troubleshooting process.

Connect your personal values with Prompt's mission. Express your enthusiasm for their innovative approach to healthcare technology and your desire to contribute positively to patient care through your work.

Discuss coping mechanisms you use when facing pressure, like prioritization and remaining calm. Share an anecdote about a time you successfully navigated a high-pressure situation, showcasing your resilience.

Mention any support ticket systems, project management tools, or collaboration platforms you've utilized, such as Jira, Zendesk, or Asana. Highlight how these tools enhance communication and efficiency in your support role.