Product Support Engineer (Contract)
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 **$60M** in funding from Oak HC/FT, CRV, Black Opal Ventures, and experienced C-level healthtech angel investors. **About the Role (Product Support Engineer — Contract)** We’re looking for a **customer-obsessed Support Engineer (Contract)** 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. - **Debug across the stack:** Investigate 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; escalate with full context when needed. - **Turn recurring issues into improvements:** Identify patterns, advocate for product fixes, and build internal tools/scripts/automations to reduce repeat work. - **Build the support playbook:** Create and maintain runbooks, troubleshooting guides, and internal documentation. - **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 on production **B2B SaaS**. - **Hands-on coding ability:** Comfortable reading/changing existing code; **TypeScript/JavaScript**, **Node.js**, and **React** (Python is a plus). - **Debugging & data skills:** Strong troubleshooting across web apps, APIs, and cloud infrastructure; solid **SQL** (Postgres preferred). - **Modern toolkit familiarity:** RESTful or RPC APIs; **AWS** (or similar); logging/monitoring tools; ticketing systems (e.g., Linear, Jira, Zendesk, Pylon). - **Customer empathy:** Experience working directly with customers, managing escalations calmly, and owning issues to resolution. - **AI fluency:** Familiarity with LLM-based products and interest in using AI tools to debug faster. - **Healthcare experience (plus):** Experience with healthcare or regulated environments (HIPAA/PHI); interest in learning healthcare workflows and integrations. - **Clear communication:** Ability to explain technical root causes and fixes to both engineers and non-technical stakeholders. - **NYC-based:** Based in New York; available to work **in-office ~3 days/week**. **Contract Details** - **Len
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