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 engineers who enjoy working directly with customers, understand how software systems work, and take ownership of solving technical problems. Our customers include entrepreneurs and e-commerce operators building their own businesses, and our Customer Engineering work helps them understand the platform, complete technical setup, and overcome implementation challenges. We're looking for people who combine technical expertise with clear communication and practical problem-solving. About the Role We're looking for a Customer Engineer, Platform Implementations to help merchants configure, troubleshoot, and successfully implement Bask Health's platform. This is a customer-facing technical position that combines software troubleshooting, technical onboarding, platform configuration, and customer enablement. You'll work directly with merchants and collaborate with Customer Success, Implementation Engineering, Product, and Software Engineering to resolve technical obstacles during onboarding and adoption. You'll help customers understand supported platform capabilities, investigate configuration problems, and complete technical setup requirements. Bask Health provides software that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform connects merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities. You'll develop a strong understanding of how the merchant-facing components of the platform work together. You'll help customers understand the technical configuration options available within the platform. You'll participate in customer onboarding calls and technical implementation discussions. You'll work with merchants to understand their technical goals and current configurations. You'll help identify setup requirements and configuration dependencies. You'll explain supported workflows and platform limitations clearly. You'll assist merchants with approved storefront configuration questions. You'll investigate issues involving storefront settings and supported customization options. You'll help customers troubleshoot questionnaire configuration problems. You'll investigate unexpected behavior in supported questionnaire workflows. You'll help identify configuration issues affecting checkout experiences. You'll troubleshoot common platform setup errors. You'll review customer-reported issues and gather relevant diagnostic information. You'll ask clarifying questions to understand what the customer is experiencing. You'll help distinguish between expected platform behavior, configuration mistakes, and software defects. You'll use approved tools to reproduce reported problems. You'll investigate technical issues in designated testing environments. You'll document expected behavior, actual behavior, and troubleshooting steps. You'll analyze relevant browser errors and application behavior. You'll use browser developer tools when appropriate. You'll review HTTP requests, responses, and status codes to investigate technical issues. You'll assist with troubleshooting supported API connections and integrations. You'll investigate authentication and configuration problems when relevant to merchant implementations. You'll review technical documentation to understand supported integration requirements. You'll collaborate with specialized engineers when integration problems require deeper investigation. You'll prepare clear technical escalation reports for Engineering. You'll document reproducible software defects and relevant diagnostic findings. You'll coordinate with Software Engineering when a reported issue requires a platform fix. You'll communicate approved updates to merchants while technical issues are being investigated. You'll avoid promising unsupported functionality or unapproved resolution timelines. You'll help customers understand the steps needed to complete supported technical configurations. You'll provide practical guidance that matches the customer's technical experience. You'll explain technical concepts clearly to entrepreneurs and non-technical business owners. You'll be comfortable communicating with customer developers and technical stakeholders when necessary. You'll help merchants understand which setup tasks they can complete independently. You'll identify when a customer needs additional documentation or technical guidance. You'll support customer adoption of approved platform capabilities. You'll help resolve technical obstacles that prevent customers from completing onboarding. You'll coordinate with Customer Success Managers when technical issues affect customer progress. You'll help Customer Success Managers understand relevant technical blockers. You'll provide technical context during customer onboarding and account discussions. You'll help identify customers who may benefit from additional technical education. You'll assist with preparing technical onboarding materials. You'll contribute to internal platform configuration guides. You'll help maintain troubleshooting documentation for common implementation issues. You'll document recurring setup mistakes and approved solutions. You'll identify opportunities to make technical onboarding instructions clearer. You'll help improve internal knowledge resources used by Customer Success and Support teams. You'll share recurring customer questions with Product and Engineering. You'll help identify confusing platform workflows that create repeated implementation problems. You'll contribute technical feedback about merchant configuration experiences. You'll participate in discussions about improving platform usability. You'll assist with testing supported configurations when requested. You'll help validate fixes for customer-reported issues in approved environments. You'll document testing outcomes and unexpected behavior. You'll follow established procedures for reporting technical defects. You'll help identify when a technical problem may affect multiple customers. You'll escalate suspected widespread platform issues through approved channels. You'll coordinate with Implementation Engineers when a customer requires broader technical implementation planning. You'll provide specialized troubleshooting support for implementation-related problems. You'll help prepare technical handoff notes for ongoing Customer Success support. You'll document customer configurations and outstanding technical issues. You'll maintain accurate records of assigned customer engineering cases. You'll use approved ticketing, project management, and documentation tools. You'll track technical follow-up responsibilities and customer requests. You'll communicate proactively when technical work is blocked. You'll identify dependencies that require customer action or internal assistance. You'll help customers understand what information is needed to continue an investigation. You'll manage multiple technical support and implementation requests. You'll prioritize assigned work according to customer impact and established procedures. You'll take ownership of technical investigations through resolution or appropriate escalation. You'll remain organized when coordinating work across different internal teams. You'll follow approved engineering change management procedures. You'll avoid making unauthorized changes to production systems or customer configurations. You'll use approved methods for handling API credentials and sensitive configuration information. You'll access only the systems and information necessary and authorized for assigned responsibilities. You'll follow privacy, security, and access control requirements. You'll recognize when a technical request may involve sensitive information. You'll escalate privacy or security concerns through established procedures. You'll understand the boundaries between platform configuration support and regulated healthcare operations. You'll never provide medical advice or make clinical decisions. You'll never independently approve prescriptions, pharmacy fulfillment, or regulated clinical workflows. You'll recognize when a customer request requires review by clinical, pharmacy, or compliance personnel. You'll direct those requests to qualified or authorized professionals. You'll help ensure customer-facing technical guidance stays within approved product capabilities. You'll work closely with Customer Success to provide a consistent merchant experience. You'll collaborate with Product when recurring technical questions reveal usability issues. You'll partner with Software Engineering on complex platform investigations. You'll coordinate with Implementation Engineering when customers require broader technical planning. You'll communicate clearly with both technical and non-technical stakeholders. You'll remain professional when helping customers resolve frustrating software problems. You'll use a structured approach to investigating technical issues. You'll be comfortable reading documentation and learning unfamiliar systems. You'll develop a deep understanding of merchant-facing platform workflows. You'll help customers move from technical setup challenges to successful platform use. You'll contribute to a team environment that values technical accuracy, accountability, and continuous improvement. We're looking for someone with hands-on experience supporting SaaS platforms, investigating technical issues, and working directly with customers. You should be comfortable troubleshooting web applications, understanding APIs, and explaining software configurations clearly. Experience with e-commerce platforms, merchant-facing SaaS products, online storefronts, or checkout workflows would be particularly valuable. You should enjoy working with entrepreneurs and helping customers understand how to use software effectively. Success in this role means resolving technical onboarding obstacles, helping customers complete supported configurations, documenting technical issues accurately, and improving the overall merchant implementation experience. What You'll Do
- Provide customer-facing technical guidance during Bask Health platform implementations.
- Help merchants understand supported configuration options and technical requirements.
- Troubleshoot storefront setup and customization-related issues.
- Investigate questionnaire configuration and workflow problems.
- Help resolve checkout-related implementation obstacles.
- Gather technical information about customer-reported software issues.
- Reproduce reported problems in approved testing environments.
- Analyze browser errors, HTTP responses, and application behavior.
- Troubleshoot supported API and integration configuration issues.
- Investigate authentication and technical setup problems.
- Document technical findings and troubleshooting steps.
- Prepare reproducible bug reports and engineering escalations.
- Collaborate with Software Engineering on complex platform issues.
- Communicate technical findings clearly to merchants.
- Explain platform functionality to non-technical customers.
- Participate in customer technical onboarding and implementation calls.
- Coordinate with Customer Success Managers on technical blockers.
- Support customer adoption of approved platform capabilities.
- Help customers complete supported technical setup tasks.
- Identify recurring configuration mistakes and implementation challenges.
- Contribute to technical onboarding guides and troubleshooting documentation.
- Share recurring technical feedback with Product and Engineering.
- Assist with testing supported configurations and validating fixes.
- Coordinate with Implementation Engineers on complex customer requirements.
- Maintain accurate customer engineering records and technical case notes.
- Track assigned technical requests and follow-up responsibilities.
- Communicate proactively about implementation blockers and dependencies.
- Follow approved engineering change management procedures.
- Handle credentials and sensitive configuration information securely.
- Follow privacy, security, and access control requirements.
- Escalate clinical, pharmacy, and compliance matters to authorized teams.
- Take ownership of customer-facing technical investigations and implementation support.
Requirements
- 3+ years of experience in Customer Engineering, Solutions Engineering, Technical Support Engineering, SaaS Implementation, or a related technical customer-facing role.
- Hands-on experience troubleshooting web-based software platforms.
- Experience supporting technical onboarding or customer implementations.
- Strong understanding of web applications and software configuration concepts.
- Working knowledge of REST APIs and HTTP fundamentals.
- Ability to investigate API requests, responses, and authentication issues.
- Familiarity with JSON and common integration concepts.
- Experience using browser developer tools for troubleshooting.
- Experience using Postman, Insomnia, curl, or similar technical investigation tools.
- Ability to identify and troubleshoot software configuration problems.
- Experience gathering technical information from customer-reported issues.
- Ability to document technical problems and reproduction steps accurately.
- Experience preparing engineering escalations or bug reports.
- Strong written and verbal communication skills.
- Ability to explain technical concepts to non-technical customers.
- Experience working directly with customers or external technical stakeholders.
- Strong troubleshooting and analytical problem-solving skills.
- Ability to manage multiple technical investigations and customer requests.
- Strong organizational skills and attention to detail.
- Experience collaborating with Customer Success, Product, and Engineering teams.
- Comfortable reading technical documentation and learning unfamiliar systems.
- Understanding of secure credential handling and access control principles.
- Ability to follow established technical escalation and change management procedures.
- Willingness to learn complex platform workflows and customer configurations.
- Availability to collaborate during required U.S. Eastern Time working hours.
- Strong initiative, accountability, and ownership of technical responsibilities.
- Comfortable working in a growing software company with evolving technical processes.
Nice to Have
- Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field.
- Experience supporting merchant-facing SaaS platforms.
- Experience working with Shopify, BigCommerce, WooCommerce, or other e-commerce platforms.
- Familiarity with online storefronts and direct-to-consumer business models.
- Experience troubleshooting checkout flows and payment-related integrations.
- Experience with customer onboarding and technical implementation projects.
- Familiarity with webhooks and event-driven integrations.
- Experience supporting third-party software integrations.
- Knowledge of JavaScript, TypeScript, Python, or similar languages.
- Experience writing scripts to support technical troubleshooting.
- Basic SQL knowledge.
- Familiarity with Git or GitHub.
- Experience using Jira, Linear, Zendesk, or similar tools.
- Experience creating technical documentation or implementation guides.
- Familiarity with software testing and bug reproduction procedures.
- Experience supporting complex customer configurations.
- Experience working with subscription businesses or e-commerce merchants.
- Familiarity with healthcare technology or telehealth software.
- Experience collaborating with distributed engineering teams.
- Experience supporting customers through technical onboarding and post-launch adoption.
