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Freshpaint is a privacy-first data platform serving the healthcare industry, helping hospitals, digital health companies, and life sciences organizations use modern marketing and analytics tools while protecting sensitive health information (PHI). The company is backed by Y Combinator and Intel Capital and has raised tens of millions in funding.
As a Support Engineer, you'll be a frontline technical expert who owns customer issues end-to-end, from initial report through resolution. You'll investigate complex technical problems by working directly in the codebase and across systems, using Go, TypeScript, and SQL to identify root causes. Your responsibilities include troubleshooting issues across the full stack, analyzing system architecture and code, partnering cross-functionally with Engineering, Customer Success, and Account teams, and supporting customers through onboarding and ongoing usage. You'll communicate technical details clearly to both technical and non-technical audiences, create and maintain internal runbooks and customer-facing documentation, and surface customer feedback to inform product improvements.
This role sits at the intersection of customer experience and deep technical problem-solving. You'll be expected to dig into complex systems, figure out how things work under the hood, and improve both the customer experience and support processes. You're an empathetic communicator who takes full ownership and is driven to not just fix problems but to advocate for customer needs and drive product evolution.
REQUIREMENTS:
- 2+ years in a technical support, solutions engineering, or software engineering role
- 2+ years in a customer-facing position
- Ability to read and write code (Go, JavaScript/TypeScript preferred)
- Experience troubleshooting across frontend and backend systems
- Strong analytical and problem-solving skills with a self-service mindset
- Clear and effective communicator across a range of audiences
- Highly organized, able to manage multiple issues and priorities simultaneously
- Customer-first mindset with strong empathy and ownership
- Familiarity with databases & SQL
NICE TO HAVES:
- Familiarity with debugging production environments
- Experience working with SQL and data-heavy systems
- Background collaborating closely with Product and Engineering teams
- Contributions to technical documentation, help centers, or knowledge bases
