Thesis Care
Product Support Engineer
$140K
New York +1 · Full-time · Posted Oct 6, 2026
- Location
- New York
New York, New York, United States - Experience
- 2+ years; software engineer, support engineer, or solutions engineer experience.
About the job
Owns technical support for live client deployments by diagnosing and resolving production issues, shipping client-specific fixes, and improving support processes and products.
What you'll do
- Triage, debug, and resolve client issues across the frontend, backend, integrations, and data flows; verify fixes in production.
- Implement client configurations, workflow changes, and bug fixes, and investigate issues using logs, monitoring, database queries, and test environments.
- Communicate with clients and engineering, improve recurring workflows, maintain support documentation, and handle sensitive data in line with HIPAA and security practices.
What they ask for
- 2+ years of professional experience as a software engineer, support engineer, or solutions engineer working on production B2B SaaS.
- Working experience with TypeScript/JavaScript, Node.js, and React; strong troubleshooting across web apps, APIs, and cloud infrastructure; solid SQL.
- Experience with RESTful or RPC-based APIs, AWS or similar cloud platforms, logging/monitoring tools, and ticketing systems.
- Direct customer experience, ownership of escalations through resolution, clear communication, and familiarity with LLM-based products; based in New York and available to work in-office ~3 days per week.
Nice to have
- Python.
- Healthcare or regulated-environment experience (HIPAA, PHI).
Pay
$120–$140k USD base salary
Tools
TypeScript/Node.js, React, Python, SQL, Postgres, RESTful or RPC-based APIs, AWS, Linear, Jira, Zendesk, or Pylon
AI focus
Supports and investigates AI/LLM-powered features and uses AI tools to debug and resolve issues faster.
Model-written summary · the original posting is authoritative