SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Redox is a healthcare interoperability platform that connects 12,000+ systems and organizations to enable secure, real-time healthcare data exchange. The company processes over 1.2 billion messages per month across health tech vendors, providers, payers, EHRs, and life sciences customers.
As an Associate Production Support Engineer, Tier I, you will be the first line of technical support for Redox customers, resolving connectivity, configuration, and messaging issues while monitoring production feeds. This role is central to Redox's shift toward a self-service support model. You will use technical troubleshooting skills to diagnose issues quickly and leverage communication skills to teach customers and technical partners how to use self-service tools (config modifiers, log inspector, alerting, translation sets) to resolve issues independently.
Key responsibilities include:
- Working all Tier I support tickets: instructing customers on configuration updates, basic connectivity (VPN/API) troubleshooting, connection and traffic troubleshooting, message and error state resolution, and escalating to Tier II when needed
- Responding to and working critical support issues called in by customers during business hours
- Managing on-call shifts (approximately one week every other month), including responding to paged errors, monitoring paused and retrying queues, answering calls, and serving as Incident Manager during major incidents
- Sending customer communications and updating StatusPage during incidents
You will be part of a collaborative, committed team in a 100% remote-first culture with unlimited flexible time off, 15+ observed holidays, guaranteed 3-day weekends monthly, and 6 weeks paid sabbatical after tenure.
REQUIREMENTS:
- Technical support experience
- Ability to learn quickly and think critically
- Comfortable reading and interpreting technical data (JSON, HL7v2, logs) to diagnose issues
- Working understanding of APIs and web service protocols
- Strong communication skills to explain technical concepts clearly to customers and internal teams; increasingly teaching customers to use tools rather than doing work for them
- Organized and customer service oriented
- Comfortable using AI tools to support troubleshooting, documentation, and daily workflows
PREFERRED SKILLS:
- Experience teaching, training, or documenting for technical audiences (e.g., self-service or dev tools products)
- Experience with HL7v2, C-CDA (CCD, QRDA), and other healthcare data formats
- VPN, network, or connection troubleshooting experience
- Relational databases and SQL queries
- JavaScript or other scripting languages
- Healthcare IT experience, ideally integration
- Familiarity with Jira, Confluence, or Zendesk
