Customer Reliability 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, customer reliability means helping merchants depend on the software they use to operate their businesses. We value careful technical investigation, clear communication, strong follow-through, and people who look beyond immediate fixes to understand and prevent recurring problems.

We're looking for a Customer Reliability Engineer to help improve the reliability of customer-facing workflows and resolve technical issues that affect merchants using Bask Health.

This role combines technical troubleshooting, customer-impact analysis, incident investigation, and proactive identification of recurring software problems.

You'll work closely with customer success, technical support, product, and engineering teams to understand where customers experience technical difficulties and help coordinate lasting solutions.

Our customers include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses using Bask Health to operate direct-to-consumer telehealth services.

These customers rely on our platform to support important parts of their business operations.

Bask Health brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll develop a detailed understanding of how these systems interact and where technical problems can disrupt customer workflows.

You'll investigate customer-reported software issues and determine how they affect the customer's ability to use the platform.

You'll help identify patterns in recurring errors, configuration problems, integration failures, and unexpected application behavior.

You'll use available technical evidence, logs, browser diagnostics, and support records to understand reported issues.

You'll reproduce problems when possible and document the conditions under which they occur.

You'll distinguish between customer configuration errors, third-party integration issues, application defects, and broader platform incidents.

You'll evaluate the scope and impact of customer-facing problems to help internal teams prioritize investigation and resolution.

You'll work with technical support teams to understand escalated issues and identify opportunities to prevent repeated customer contacts.

You'll collaborate with customer success managers to understand the business impact of technical problems affecting merchant accounts.

You'll work with customer success engineers to investigate implementation or integration issues that continue after onboarding.

You'll coordinate with software engineers when issues require code-level investigation, infrastructure expertise, or product fixes.

You'll provide clear reproduction steps, technical evidence, customer impact details, and relevant troubleshooting history.

You'll collaborate with product managers when recurring problems reveal product usability issues or functionality gaps.

You'll help investigate incidents affecting customer-facing platform functionality.

You'll support the documentation of incident symptoms, affected workflows, customer impact, and resolution steps.

You'll participate in follow-up reviews to understand why problems occurred and how similar issues might be prevented.

You'll help identify whether temporary workarounds are being repeatedly used instead of addressing underlying problems.

You'll recommend opportunities to improve troubleshooting procedures, customer documentation, or product behavior.

You'll support validation of customer-facing fixes after engineering releases changes.

You'll help confirm that reported issues are resolved under the relevant conditions.

You'll identify potential regression risks when recurring problems involve critical customer workflows.

You'll coordinate with appropriate technical teams when additional testing or investigation is needed.

You'll monitor available support…