Medsien
healthcare SaaS
SupportEngineer-USHours
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Engineer - US Hours at Medsien. Skills: SQL, Troubleshooting, Technical Support. Triage incoming tickets. Investigate data and product issues”
What You'll Achieve.
improve the lives of the people who need it most; save lives; create a real impact; resolve issues more efficiently over time
Industry & Context.
methodical; solution-oriented mindset; investigating root causes; Extreme problem solving skills
US Hours, work with Eastern US time, typical work days from 16:00 to 00:00 or 17:00-01:00 Turkey time, Residence in Istanbul, candidates based in Istanbul are preferred, All interviews will be conducted in English, candidates having less than advanced level of English will be directly eliminated
What They're Looking For.
Must Have
SQL proficiency, Ability to write joins, aggregations, and exploratory queries against an unfamiliar schema, Demonstrated troubleshooting ability using monitoring and observability tools such as New Relic, CloudWatch, Sentry, Datadog, Grafana, or equivalents, Excellent written English, Curious, methodical, and solution-oriented mindset, interpersonal skills, A creative and driven mindset with experience navigating through ambiguity and a desire to work in a fast-paced, results-driven environment, A desire to learn and try new approaches/ ideas and stretch boundaries, Extreme problem solving skills, Ability to work with Eastern US time with typical work days from 16:00 to 00:00 or 17:00-01:00 Turkey time, Residence in Istanbul
Nice to Have
proximity to central Istanbul is a plus for potential on-site meetings
What You'll Do.
Triage incoming tickets
Investigate data and product issues
Diagnose system behavior
Reproduce reported bugs
Provide hands-on technical support
escalating to engineering when needed
Identify recurring issues
escalate them as consolidated
Maintain internal runbooks and documentation
How You'll Work.
Team & Collaboration
working closely with both operations teams and engineering; Collaborate with QA, product, and engineering teams; share context and resolve issues
Communication Scope
Excellent written English; communication-heavy; tickets; runbooks; internal messaging; stakeholder updates; interpersonal skills; clear communication; professionalism
Full Job Description
Medsien is the leading provider of scalable remote care management for a quality patient experience. Hundreds of organizations trust Medsien’s unparalleled technology solutions to implement exceptional remote care management programs, personalize every interaction, and improve the lives of the people who need it most. Based in San Francisco and venture-backed by top-tier investors, Medsien was founded to reimagine remote care management. More than 60% of all U. S. adults—over 150 million people—live with at least one chronic condition, which requires dedicated, ongoing medical support outside the four walls of their doctor’s office. And yet, only 20% of these patients have access to remote care from the comfort of their homes, putting their health at significant risk. Together, we can save lives and create a real impact. Medsien is a venture-backed healthcare SaaS company experiencing rapid growth and looking to expand our team. We are seeking an organized, motivated, and passionate Support Engineer to serve as the technical first responder for our remote care management platform. The role sits between our operations teams and engineering, working closely with both. The work is investigative and communicative; it does not involve writing production code. As a Support Developer, you will: Triage incoming tickets in Asana from operations support and internal users, prioritizing and routing them appropriately. Investigate data and product issues using SQL queries against our PostgreSQL database. Diagnose system behavior using monitoring and observability tools, including New Relic, CloudWatch, and Sentry. Reproduce reported bugs and document them with clear reproduction steps before handing off to engineering. Provide hands-on technical support to internal users facing app, connectivity, or device issues, escalating to engineering when needed. Identify recurring issues across tickets and escalate them as consolidated, well-documented cases. Maintain internal runbooks a
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