Product Support Engineer
Trovo Health · New York
About this role
**About us** Thesis is building the AI-powered care team platform for infinitely scalable clinical capacity. We increase access and improve quality of care by combining AI agents with clinical experts to take on high-impact clinical operations and care management activities for healthcare organizations. We’re based in NYC, are growing rapidly, and are backed by $60 million in funding from Oak HC/FT, CRV, Black Opal Ventures, and experienced C-level healthtech angel investors. **About the role** We’re looking for a customer-obsessed **Support Engineer** to keep Thesis’s live client deployments running smoothly. You’ll be the technical owner for existing clients’ issues, configuration changes, and customizations—diagnosing problems, shipping fixes, and ensuring fast, high-quality resolutions. This is a hands-on engineering role for an AI-native builder who enjoys digging into unfamiliar code, working directly with customers, and turning recurring pain into durable product improvements. You’ll work closely with core engineering and help shape how Thesis supports clients as we scale. **Responsibilities** - **Own client issue resolution:** Triage, debug, and resolve technical issues across frontend, backend services, integrations, and data flows—from first report through verified production fixes. - **Ship client customizations and fixes:** Implement client-specific configurations, workflow changes, and bug fixes in our TypeScript/Node.js and React codebase, following code review and release standards. - **Debug across the stack:** Investigate issues using logs, monitoring, database queries, and test environments (including EHR/data integrations and AI/LLM-powered features). - **Partner with engineering and customers:** Serve as the technical point of contact, communicate status/root cause clearly, and escalate with full context when core engineering is needed. - **Turn recurring issues into improvements:** Identify patterns in client requests and advocate for product fixes; build internal tools, scripts, and automations to reduce repeat work. - **Build the support playbook:** Create and maintain runbooks, troubleshooting guides, and internal documentation to improve consistency and speed over time. - **Protect sensitive data:** Handle client and patient data in line with HIPAA and Thesis security practices. **We expect you to have** - **Technical foundation:** 2+ years as a software engineer, support engineer, or solutions engineer working on production B2B SaaS. - **Hands-on coding ability:** Comfortable reading/changing an existing codebase; experience with TypeScript/JavaScript, Node.js, and React (Python is a plus). - **Debugging and data skills:** Strong troubleshooting across web apps, APIs, and cloud infrastructure; solid SQL (Postgres preferred). - **Modern toolkit familiarity:** Experience with RESTful or RPC-based APIs, AWS (or similar), logging/monitoring tools, and ticketing systems (Linear, Jira, Zendesk, or Pylon). - **Customer empathy:** Proven ability to work directly with customers, manage escalations calmly, and own issues until fully resolved. - **AI fluency:** Familiarity with LLM-based products and interest in using AI tools to debug and resolve issues faster. - **Healthcare experience (a plus):** Experience in healthcare or regulated environments (HIPAA/PHI); strong interest in learning healthcare workflows and integrations. - **Clear communication:** Ability to explain technical root causes and fixes clearly to b
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