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Decoda Health is an AI-native operating system for modern elective care clinics and medspas, offering scheduling, charting, billing, memberships, payments, and patient communications. Backed by Y Combinator, the company serves clinics nationwide with a focus on reliability and quality.
As a Forward Deployed Engineer, you will be at the center of Decoda's mission-critical support function, ensuring the platform that powers clinic workflows operates flawlessly. You'll balance urgent customer support with building AI-powered automations and internal tools that scale support delivery.
Key Responsibilities:
- Prioritize and manage competing support requests and projects, knowing when and how to escalate critical issues.
- Own customer support requests end-to-end: answer tickets, jump on calls with clinics, reproduce and root-cause bugs across the full stack (FastAPI/Python backend, Next.js/TypeScript frontend), and close the loop directly with customers.
- Debug live in production using logs, tenant data, and session replays while maintaining privacy and data boundaries.
- Build AI-powered features and automations that enable clinic staff to self-serve: configure settings in plain English, generate reports, and access help within the product.
- Design and implement agent workflows, prompt engineering, retrieval systems, evaluations, and guardrails to ensure automations are reliable and safe.
- Automate the support pipeline by building internal tools for ticket triage, root-cause suggestions, reply drafting, and fix preparation.
- Identify patterns in incoming issues and create automations or product features that solve them at scale.
- Collaborate directly with customers to understand clinic operations and translate feedback into new automations and product improvements.
You'll work in a fast-paced environment where support is not a back-office function but a core product differentiator. Your fixes and automations will directly impact hundreds of clinics and shape the product roadmap.
Requirements:
- 3+ years shipping production software, ideally in SaaS or startups
- Hands-on experience responding to customer issues, debugging under pressure, and supporting a live, business-critical platform
- Experience building LLM-powered features (agents, prompt design, retrieval, tool/function calling, evaluations)
- End-to-end builder capable of working across a modern stack: Python, TypeScript, SQL/Postgres
- Outstanding communication skills; able to explain ideas, status, and solutions to both technical teammates and non-technical customers
- Proven ability to multitask and context-switch across several critical issues and projects without losing focus
- Excellent prioritization skills; able to differentiate urgent from important
- Strong sense of ownership, follow-through, and bias for closing loops
Nice to Have:
- Experience in healthcare, EHR, or other regulated industries
- Background in support, solutions, or forward-deployed engineering
- Multi-tenant SaaS experience
- Early-stage startup experience
