Senior Technical Support Engineer

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 support plays an important role in helping customers operate their businesses with confidence. We value strong technical judgment, clear communication, thoughtful troubleshooting, and people who take ownership of difficult problems through resolution.

We're looking for a Senior Technical Support Engineer to investigate and resolve complex technical issues affecting customers using Bask Health's software platform.

This role is responsible for advanced troubleshooting, technical escalations, issue investigation, and helping improve the reliability of the customer support experience.

You’ll work with customer success managers, customer success engineers, product managers, software engineers, and other internal stakeholders to resolve technical problems efficiently and accurately.

Bask Health enables entrepreneurs, doctors, and healthcare businesses to launch and operate direct-to-consumer telehealth businesses.

Our platform supports merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business-critical capabilities.

You’ll develop a detailed understanding of how these systems interact and how technical issues can affect customer operations.

You’ll serve as an escalation point for complex customer-reported problems that require deeper technical investigation.

You’ll troubleshoot application behavior, configuration issues, integrations, and unexpected platform errors.

You’ll investigate issues affecting storefront functionality, questionnaire behavior, checkout flows, and supported platform workflows.

You’ll use available technical tools, logs, browser debugging capabilities, and internal documentation to gather evidence and identify likely causes.

You’ll reproduce reported issues whenever possible and document the conditions under which they occur.

You’ll distinguish between user configuration errors, integration problems, product defects, and broader platform incidents.

You’ll work closely with software engineers when an issue requires code-level investigation, infrastructure expertise, or a product fix.

You’ll provide engineering teams with clear reproduction steps, technical evidence, customer impact details, and relevant troubleshooting history.

You’ll coordinate with product managers when reported issues involve product behavior, functionality gaps, or unclear requirements.

You’ll communicate technical findings and resolution updates to customer-facing teams and, when appropriate, directly to customers.

You’ll help ensure that customers receive accurate information about known issues, workarounds, and next steps.

You’ll take ownership of assigned technical escalations and maintain clear accountability until they are resolved or appropriately transferred.

You’ll prioritize issues based on severity, customer impact, business disruption, and established internal escalation procedures.

You’ll participate in incident investigations involving customer-facing platform functionality.

You’ll help document incident timelines, observed symptoms, customer impact, and resolution steps.

You’ll support…