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, technical account engineering helps customers maintain reliable, effective operations as their businesses grow. We value strong technical judgment, proactive problem-solving, clear communication, and people who take ownership of resolving technical challenges that affect customer success. About the Role We're looking for a Technical Account Engineer to help Bask Health's merchants maintain reliable technical operations, resolve complex platform challenges, and make effective use of our software. This role combines ongoing technical account ownership, integration troubleshooting, platform configuration guidance, and cross-functional problem-solving. You'll work with an assigned group of customer accounts to understand their technical environments, operational workflows, and recurring challenges. Our customers include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses using Bask Health to operate direct-to-consumer telehealth services. You'll develop a detailed understanding of Bask Health's platform and how its technical capabilities support customer operations. Our software brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities. You'll help customers maintain working configurations and address technical issues that interfere with their use of the platform. You'll serve as a technical point of contact for assigned accounts when they need deeper guidance or investigation. You'll work closely with customer success managers to understand each customer's business priorities and the technical challenges affecting their experience. You'll develop familiarity with customer configurations, supported integrations, and important operational workflows. You'll identify recurring technical issues and help customers address underlying causes rather than repeatedly relying on temporary fixes. You'll investigate problems involving APIs, webhooks, authentication, configuration settings, and data exchange. You'll use available logs, browser diagnostic tools, and technical documentation to understand reported problems. You'll reproduce technical issues when possible and document relevant findings. You'll distinguish between customer configuration errors, integration failures, product defects, and broader platform incidents. You'll coordinate with technical support teams when issues require structured escalation or additional investigation. You'll collaborate with software engineers when a problem requires code-level analysis, infrastructure expertise, or a product fix. You'll provide clear technical evidence, reproduction steps, customer impact information, and troubleshooting history when escalating issues. You'll work with product managers when recurring customer challenges indicate product limitations or opportunities for improvement. You'll help customers understand supported configuration options and technical alternatives. You'll participate in technical account reviews to discuss recurring issues, integration health, platform usage, and upcoming technical needs. You'll provide recommendations that help customers maintain stable and effective workflows. You'll assist customers with technical changes that affect existing integrations or platform configurations. You'll help customers understand relevant product updates and any technical actions required to continue using supported features. You'll coordinate with internal teams when customers need help preparing for significant configuration changes. You'll support technical validation of customer workflows after relevant platform updates or issue resolutions. You'll help identify technical risks that may affect important customer operations. You'll communicate those risks to the appropriate internal teams and help coordinate preventive action. You'll maintain clear communication with customers during technical investigations and escalations. You'll explain technical findings in language that both technical contacts and business stakeholders can understand. You'll keep customer success managers informed about issues that may affect account health or customer satisfaction. You'll document customer technical environments, recurring issues, troubleshooting history, and outstanding action items. You'll contribute to internal technical knowledge bases and customer-facing documentation. You'll help create reusable troubleshooting guidance for common integration and configuration problems. You'll identify patterns across customer accounts and recommend improvements to support procedures or product functionality. You'll collaborate with customer success engineers on technical onboarding handoffs and post-implementation support. You'll work with technical support teams to improve escalation quality and reduce repeated investigations. You'll contribute to discussions about customer-facing platform reliability and technical service quality. You'll help ensure that customer technical commitments are accurately documented and communicated. You'll avoid promising custom development, unsupported integrations, or product changes without appropriate internal approval. Because Bask Health supports healthcare-related businesses, you'll need to follow internal security and privacy requirements when investigating customer technical issues. You'll recognize when a request involves clinical, pharmacy, or compliance responsibilities that must be handled by authorized specialists. You'll provide technical guidance about software functionality without making clinical or pharmacy decisions. You'll work in a remote, cross-functional environment where technical judgment, initiative, and accountability are important. We're looking for someone with strong SaaS troubleshooting experience and the ability to manage ongoing technical relationships with customers. You should be comfortable discussing integrations, configuration, reliability, and technical risks with both technical and nontechnical stakeholders. You'll need to be organized, proactive, analytical, and capable of managing several customer technical priorities simultaneously. Experience supporting merchant-facing SaaS platforms, e-commerce systems, or other transaction-heavy applications is particularly valuable. Success in this role means helping customers maintain reliable platform operations, reducing recurring technical issues, improving technical account health, and strengthening long-term customer confidence in Bask Health. What You'll Do
- Serve as a technical point of contact for assigned customer accounts.
- Develop an understanding of each customer's technical environment and workflows.
- Support ongoing technical account health after initial implementation.
- Help customers maintain supported platform configurations and integrations.
- Investigate recurring technical issues affecting customer operations.
- Troubleshoot REST API, webhook, and authentication-related problems.
- Analyze HTTP requests, responses, and relevant technical errors.
- Use available diagnostic tools and logs to investigate software behavior.
- Reproduce customer-reported technical problems and document findings.
- Distinguish configuration issues from integration failures and product defects.
- Identify technical risks affecting important customer workflows.
- Recommend supported configuration changes and preventive improvements.
- Participate in technical account reviews and customer discussions.
- Explain technical findings to business and technical stakeholders.
- Collaborate with customer success managers on account health concerns.
- Coordinate with customer success engineers on post-implementation technical needs.
- Work with technical support teams on complex escalations.
- Collaborate with software engineers when product fixes are required.
- Provide clear reproduction steps and technical evidence for engineering escalations.
- Work with product teams on recurring customer technical requirements.
- Support technical validation after relevant platform changes.
- Help customers understand new technical capabilities and updates.
- Document customer configurations, integration details, and troubleshooting history.
- Create and maintain technical account documentation and support resources.
- Identify recurring technical patterns across customer accounts.
- Recommend improvements to technical support and escalation processes.
- Maintain accurate records of customer technical requests and follow-up activity.
- Coordinate technical issue resolution across internal stakeholders.
- Communicate technical risks and resolution updates clearly.
- Follow appropriate security and privacy procedures.
- Escalate clinical, pharmacy, and compliance concerns to authorized teams.
- Take ownership of assigned technical account issues through resolution or appropriate handoff.
Requirements
- 3+ years of experience in technical account management, customer engineering, technical support engineering, solutions engineering, or a closely related customer-facing technical role.
- Demonstrated experience supporting customer-facing SaaS applications.
- Experience maintaining ongoing technical relationships with customers.
- Strong understanding of web-based software applications and integrations.
- Working knowledge of REST APIs, HTTP methods, status codes, and JSON.
- Familiarity with webhooks, authentication, and common integration patterns.
- Experience troubleshooting technical problems affecting customer operations.
- Ability to investigate integration errors and identify likely causes.
- Experience using browser developer tools or similar technical diagnostic tools.
- Ability to reproduce software defects and document troubleshooting steps.
- Experience explaining technical concepts clearly to nontechnical stakeholders.
- Ability to translate customer technical concerns into actionable internal requests.
- Experience collaborating directly with software engineering teams.
- Familiarity with technical escalation and incident management processes.
- Ability to identify recurring technical issues and recommend improvements.
- Strong written and verbal communication skills.
- Experience managing multiple customer technical requests simultaneously.
- Strong analytical thinking and problem-solving skills.
- Ability to prioritize technical issues based on customer impact.
- Strong organizational skills and attention to detail.
- Experience using customer support, ticketing, or project tracking tools.
- Ability to maintain accurate technical records and account documentation.
- Comfortable learning complex software platforms and technical workflows.
- Ability to work independently on ambiguous technical problems.
- Comfortable collaborating across customer success, product, and engineering teams.
- Availability to collaborate during required U.S. Eastern Time working hours.
- Strong ownership mentality and commitment to customer outcomes.
Nice to Have
- Experience supporting e-commerce SaaS or merchant-facing software.
- Experience working with Shopify, BigCommerce, or other storefront platforms.
- Familiarity with direct-to-consumer business models.
- Experience troubleshooting online checkout and payment workflows.
- Familiarity with Stripe or similar payment processing platforms.
- Working knowledge of JavaScript, HTML, and CSS.
- Experience using Postman or similar API testing tools.
- Familiarity with SQL and database query fundamentals.
- Experience troubleshooting third-party integrations.
- Familiarity with OAuth and API authentication flows.
- Experience supporting subscription commerce platforms.
- Understanding of application logs and observability tools.
- Experience with Datadog, Sentry, New Relic, or similar monitoring systems.
- Experience participating in technical account reviews.
- Familiarity with cloud-hosted SaaS environments.
- Experience collaborating with product managers on recurring technical issues.
- Experience supporting technical validation and regression testing.
- Experience improving technical account support processes.
- Familiarity with healthcare technology or telehealth platforms.
- Experience supporting entrepreneurs and online business owners.
