About Bask Health Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place. We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform. At Bask, we value people who can understand both the technical side of our software and the businesses using it. We look for people who take initiative, investigate problems thoroughly, communicate clearly, and help customers get the most out of the platform. About the Role We're looking for a Customer Engineer, Merchant Platform to help businesses troubleshoot technical issues, understand platform functionality, and successfully use Bask Health's merchant-facing software. This is a customer-facing technical role that combines software troubleshooting, platform knowledge, problem-solving, and cross-functional collaboration. You'll work directly with entrepreneurs, e-commerce operators, and businesses using Bask Health to launch and manage direct-to-consumer telehealth services. You'll investigate technical problems, explain software behavior, and coordinate with engineering teams when issues require deeper investigation. Bask Health provides software that connects merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities. You'll develop a strong understanding of the merchant-facing components of the platform and how they interact. You'll help customers understand supported software functionality and configuration options. You'll investigate reported technical problems affecting merchant workflows. You'll troubleshoot issues involving storefront behavior, questionnaires, checkout experiences, and supported platform configurations. You'll gather relevant information to understand what a customer expected to happen and what actually occurred. You'll attempt to reproduce reported problems in approved testing environments when appropriate. You'll identify whether an issue appears related to configuration, user error, software behavior, or an external dependency. You'll document investigation steps and findings clearly. You'll provide practical explanations that help customers understand technical issues without unnecessary complexity. You'll communicate directly with merchants who may not have technical backgrounds. You'll help customers understand supported troubleshooting steps and configuration requirements. You'll recognize when a problem requires specialized engineering assistance. You'll escalate issues to the appropriate engineering or technical support team with clear reproduction steps and relevant evidence. You'll collaborate with engineers to investigate platform bugs and unexpected behavior. You'll help translate customer-reported problems into actionable technical information. You'll communicate approved updates to customers while investigations are ongoing. You'll follow through on escalated issues and help ensure customers understand the next steps. You'll help investigate supported API and integration issues within the responsibilities of the role. You'll review relevant request and response behavior when authorized. You'll help identify common causes of integration failures, authentication issues, and configuration problems. You'll understand the difference between an issue within Bask Health's platform and one involving an external service. You'll coordinate with appropriate internal teams when third-party systems may be involved. You'll avoid making unsupported commitments about integrations, fixes, or future product functionality. You'll help merchants understand technical requirements for supported platform features. You'll assist with troubleshooting configuration problems that affect the merchant experience. You'll work with Customer Success Managers when technical issues affect onboarding, adoption, or retention. You'll provide technical context to help customer-facing teams understand the impact of a reported issue. You'll participate in technical onboarding conversations when specialized assistance is required. You'll help identify technical blockers that prevent merchants from launching or using supported platform capabilities. You'll work with customer onboarding teams to resolve issues within approved technical responsibilities. You'll help customers understand the distinction between supported platform capabilities and requested custom functionality. You'll communicate product limitations clearly and professionally. You'll help identify recurring technical questions that could be addressed through improved documentation. You'll contribute to technical troubleshooting guides, internal knowledge resources, and customer-facing support materials. You'll document common configuration mistakes and their approved resolutions. You'll share recurring technical issues with product and engineering teams. You'll help identify software behavior that causes unnecessary confusion for merchants. You'll provide feedback about usability problems, unclear error messages, and difficult configuration workflows. You'll participate in discussions about improvements to technical support processes. You'll help establish consistent approaches for investigating common merchant platform issues. You'll contribute to internal escalation procedures and troubleshooting checklists. You'll help improve the quality of technical information shared between Customer Success and Engineering. You'll maintain accurate records of technical investigations, customer communications, and outstanding issues. You'll use approved ticketing, CRM, and engineering issue-tracking systems. You'll track open technical cases and follow-up responsibilities. You'll prioritize assigned issues according to customer impact and established procedures. You'll help distinguish between isolated customer problems and potentially broader platform incidents. You'll escalate suspected widespread issues through approved incident procedures. You'll support incident communication by providing accurate customer-facing context when requested. You'll avoid independently declaring incidents or making commitments outside established authority. You'll work with engineering teams to understand relevant product changes and technical updates. You'll participate in training on new platform features and configuration workflows. You'll stay familiar with the technical documentation relevant to supported merchant capabilities. You'll be comfortable reading technical documentation and investigating software behavior. You'll use browser developer tools, logs, API testing tools, or other approved diagnostic resources when appropriate. You'll understand basic web application concepts, including HTTP requests, authentication, APIs, and common integration patterns. You'll use technical investigation skills to narrow down problems before escalating them. You'll maintain a structured approach to troubleshooting rather than relying on guesses. You'll recognize when sensitive data or restricted systems require additional authorization. You'll follow approved privacy, security, and access control procedures. You'll avoid accessing patient information unless specifically authorized and necessary for assigned responsibilities. You'll recognize when customer questions involve clinical, pharmacy, or compliance matters. You'll refer those questions to the appropriate licensed or authorized teams. You'll never provide medical advice, make clinical decisions, or independently approve regulated workflows. You'll work with merchants who expect clear answers, practical troubleshooting, and reliable follow-through. You'll remain professional when handling urgent or frustrating technical problems. You'll manage multiple customer issues while maintaining accurate documentation. You'll communicate proactively when an investigation is delayed or additional information is needed. You'll take ownership of assigned technical cases through resolution or appropriate handoff. You'll collaborate with Customer Success, Technical Support, Product, and Engineering teams. You'll help improve how technical problems are investigated, documented, and communicated. You'll contribute to a team environment that values technical curiosity, ownership, accuracy, and clear communication. We're looking for someone with at least three years of customer-facing technical experience and a strong understanding of web-based software platforms. You should be comfortable troubleshooting technical problems, working with APIs and integrations, reading technical documentation, and explaining complex issues to non-technical customers. Experience with e-commerce platforms, merchant-facing SaaS products, or online storefront technologies is particularly valuable. Success in this role means resolving merchant technical issues efficiently, improving the quality of engineering escalations, helping customers use supported platform capabilities, and strengthening collaboration between technical and customer-facing teams. What You'll Do
- Investigate technical issues affecting Bask Health's merchant-facing platform.
- Troubleshoot supported storefront, questionnaire, and checkout workflows.
- Help merchants understand platform functionality and configuration requirements.
- Gather relevant technical information from customer-reported issues.
- Reproduce software problems in approved environments when appropriate.
- Identify configuration errors, unexpected behavior, and possible software defects.
- Troubleshoot supported API and integration issues.
- Review relevant request and response behavior when authorized.
- Use approved diagnostic tools to investigate technical problems.
- Document investigation steps, findings, and reproduction instructions.
- Escalate complex issues to the appropriate engineering teams.
- Collaborate with engineers to investigate and resolve platform problems.
- Communicate technical issues clearly to non-technical merchants.
- Provide approved updates on open technical investigations.
- Follow through on assigned cases until resolution or appropriate handoff.
- Support technical onboarding and implementation discussions when needed.
- Coordinate with Customer Success Managers on account-impacting technical issues.
- Identify technical blockers affecting merchant activation or adoption.
- Help customers understand supported features and product limitations.
- Identify recurring technical problems and configuration mistakes.
- Contribute to technical troubleshooting guides and knowledge resources.
- Share recurring merchant feedback with Product and Engineering.
- Help improve internal technical escalation processes.
- Maintain accurate records in approved support and engineering systems.
- Prioritize assigned technical issues according to established guidelines.
- Escalate suspected widespread platform issues through approved procedures.
- Follow privacy, security, and access control requirements.
- Handle sensitive information only within authorized responsibilities.
- Escalate clinical, pharmacy, and compliance matters to authorized teams.
- Participate in training on new platform capabilities and technical updates.
- Collaborate across Customer Success, Support, Product, and Engineering.
- Take ownership of assigned merchant technical issues and follow through consistently.
Requirements
- At least 3 years of experience in technical support engineering, customer engineering, solutions engineering, or a related customer-facing technical role.
- Experience troubleshooting technical issues for customers using SaaS platforms or web applications.
- Strong understanding of web application functionality and common technical problems.
- Familiarity with HTTP requests, APIs, authentication, and integration concepts.
- Experience investigating software behavior and documenting technical findings.
- Ability to reproduce reported issues and identify relevant troubleshooting steps.
- Experience using browser developer tools or similar diagnostic resources.
- Ability to read and understand technical documentation.
- Experience communicating technical information to non-technical customers.
- Strong written and verbal communication skills.
- Ability to investigate problems systematically and explain findings clearly.
- Experience coordinating technical escalations with software engineering teams.
- Ability to distinguish between configuration issues, user errors, and potential software defects.
- Familiarity with customer support or engineering issue-tracking systems.
- Experience documenting reproduction steps, technical context, and follow-up actions.
- Strong organizational skills and attention to detail.
- Ability to manage multiple technical cases and competing priorities.
- Experience collaborating with Customer Success, Support, Product, or Engineering teams.
- Ability to recognize when a problem requires specialized technical assistance.
- Strong problem-solving skills and technical curiosity.
- Ability to learn complex software platforms and configuration workflows.
- Experience supporting customers through technical onboarding or implementation challenges.
- Ability to work independently while collaborating with a remote team.
- Understanding of privacy, security, and appropriate access controls.
- Availability to collaborate during required U.S. Eastern Time working hours.
- Comfortable working in a growing software company with evolving technical processes.
- Strong accountability for technical investigations and customer follow-through.
Nice to Have
- Experience supporting e-commerce SaaS platforms or merchant-facing software.
- Familiarity with Shopify, BigCommerce, WooCommerce, or similar commerce platforms.
- Experience troubleshooting online storefronts and checkout workflows.
- Experience supporting merchants or direct-to-consumer businesses.
- Experience with REST APIs, webhooks, and third-party integrations.
- Experience using Postman, Insomnia, or similar API testing tools.
- Familiarity with JSON, HTTP status codes, and authentication mechanisms.
- Working knowledge of JavaScript, HTML, or CSS.
- Experience reviewing application logs or monitoring dashboards.
- Familiarity with SQL for basic troubleshooting or data investigation.
- Experience supporting SaaS onboarding or technical implementations.
- Experience investigating payment or checkout-related integration issues.
- Experience using Zendesk, Intercom, Jira, Linear, or similar systems.
- Experience documenting technical troubleshooting procedures.
- Experience participating in incident investigation or customer-facing incident communication.
- Experience collaborating directly with software engineers.
- Experience identifying recurring product defects or configuration issues.
- Experience creating customer-facing technical documentation.
- Experience supporting healthcare technology or telehealth platforms.
- Experience working with entrepreneurs and growing online businesses.
