Associate Production Support Engineer, Tier I

Redox
United States
Workplace: RemoteFull timeUSD 70,000 - 80,000 annuallyFunction: Manufacturing & Production OperationsSkills: ["Technical troubleshooting","Communication","Critical thinking","Organization","Customer service orientation"]

Serve as Tier I technical support for Redox customers, resolving day-to-day connectivity, configuration, and messaging issues while monitoring production feeds. Triage and work tickets within scope, escalate to Tier II when needed, and guide customers through self-serve resolution using tools like config modifiers, log inspection, and alerting. Participate in on-call shifts, respond to critical incidents, coordinate communications, and help improve the self-service support model.

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FursaFursa
Redox
Redox
7 hours ago

Associate Production Support Engineer, Tier I

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Last checked: 1 hour agoStatus: Live

Job Summary

Serve as Tier I technical support for Redox customers, resolving day-to-day connectivity, configuration, and messaging issues while monitoring production feeds. Triage and work tickets within scope, escalate to Tier II when needed, and guide customers through self-serve resolution using tools like config modifiers, log inspection, and alerting. Participate in on-call shifts, respond to critical incidents, coordinate communications, and help improve the self-service support model.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Manufacturing & Production Operations
Seniority: Entry level

Key Responsibilities

  • •Work all Tier I support tickets within scope and escalate out-of-scope issues to Tier II.
  • •Diagnose basic connectivity issues (VPN/API), connection/traffic questions, and message/error state problems.
  • •Guide customers on updating configurations and resolving issues using self-serve tools.
  • •Respond to critical support issues called in during the day and manage on-call shifts.
  • •Act as Incident Manager during major incidents by coordinating customer emails and updating StatusPage.

Pay and Benefits

Salary: USD 70,000 - 80,000 annually
Perks:Remote WorkPaid Leave401k MatchHealth InsuranceDentalVisionEquityPaid ParentalSabbatical

Key Requirements

  • •Technical support experience and the ability to learn quickly and think critically.
  • •Comfort reading and interpreting technical data such as JSON, HL7v2, and logs to diagnose issues.
  • •A working understanding of APIs and web service protocols.
  • •Strong communication skills to explain technical concepts to customers and internal teams.
  • •Experience with healthcare IT/integration and healthcare data formats such as HL7v2 and C-CDA (CCD, QRDA, etc.).
Experience:HealthcareHealthcare ITIntegration
Skills:Technical troubleshootingCommunicationCritical thinkingOrganizationCustomer service orientation
Tech Stack:JiraConfluenceZendeskJSONHL7v2C-CDACCDQRDAVPNAPIWeb service protocolsLogsConfig modifiersLog inspectorAlertingTranslation setsStatusPageIncident managementRelational databasesSQL

Company Brief

Redox
Provides a cloud-based interoperability platform that connects healthcare systems, EHRs, and digital health applications via standardized APIs to simplify data exchange and accelerate integration across the healthcare ecosystem.
Industry: HealthTech
Company Size: Large (251 to 1,000 employees)
Growth: Growth Stage Startup
Headquarters: Madison, United States
Founded: 2014
WebsiteLinkedIn