About mPulse: mPulse is the leader in conversational AI and member engagement for healthcare. We partner with the nation's most innovative health plans — Medicare Advantage, Medicaid, and Commercial — to engage members in conversations that close care gaps, improve Stars ratings, and drive better health outcomes. Our platform reaches tens of millions of Americans and is built on the belief that better health starts with better conversations. The Role:The Client Success Engineer II (Basic Support) role is responsible for diagnosing and resolving technical issues reported by clients and internal teams, communicating via tickets, email, and working sessions, and contributing to knowledge base documentation. These engineers serve as the first-line responders for clientfacing technical issues. Location: Fully remote Duties/Responsibilities: Diagnose and solve technical problems reported by customers or internal teams. Communicate with customers via tickets, emails, and working session calls, guiding them through solutions and providing technical support. Investigate the root cause of issues, document solutions, and create knowledge bases for future reference. Monitor systems for potential issues and proactively address them to prevent downtime Collaborate with engineering, product management, and customer success to identify solutions and implement improvements, escalate issues and track defect fix delivery Maintain accurate and comprehensive documentation, knowledge base articles, and training materials. Provide On call support in rotation with rest of the team members Skills/Abilities/Experience: An Understanding of cloud-native architectures, database solutions, distributed systems and basic programming conceptsAbility to collaborate with cross-functional teamsFamiliarity with SQL and APIsHands-on experience supporting high-traffic Health Care Web Sites and Systems.Strong communication abilities to create client-facing responses. Strong problem-solving skills with a focus on troubleshooting. Ability to manage multiple open issues and prioritize effectively Minimum Qualifications: Bachelor's degree in computer science, Information Technology, Engineering, or a related field — or equivalent practical experience3-5 year experience in technical client Support.1–2-year experience with SQL , database tools and REST APIsExposure to any of these databasesHands-on experience with cloud platforms (AWS, Azure, or GCP)Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce)Nice to have: Familiarity with healthcare IT systems or HIPAA compliance is a plusNice to have: Exposure to monitoring tools (e.g., Datadog, Splunk, PagerDuty, Jira Service Manager)Nice to have: Familiarity with HL7/FHIR standards, TCPA Physical Requirements: Ability to stand and sit for extended periods.Ability to lift 10 lbs. weight. Why mPulse? 🙌🏡 Remote-First & Flexible PTO — work from wherever you're most productive🏥 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance.💰 401(k) + 4% Match — with financial advisors to help you plan👶 6 Weeks Parental Leave📈 Invest in You — 30-60-90 day plans and frequent training🎉 Culture of Recognition — peer-to-peer bonuses & team celebrations Equal Opportunity: mPulse is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at mPulse are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.