Support Engineer - US Hours

Medsien is the leading provider of scalable remote care management for a quality patient experience. Hundreds of organizations trust Medsien’s unparalleled technology solutions to implement exceptional remote care management programs, personalize every interaction, and improve the lives of the people who need it most. Based in San Francisco and venture-backed by top-tier investors, Medsien was founded to reimagine remote care management. 

More than 60% of all U.S. adults—over 150 million people—live with at least one chronic condition, which requires dedicated, ongoing medical support outside the four walls of their doctor’s office. And yet, only 20% of these patients have access to remote care from the comfort of their homes, putting their health at significant risk. Together, we can save lives and create a real impact. 

Medsien is a venture-backed healthcare SaaS company experiencing rapid growth and looking to expand our team. We are seeking an organized, motivated, and passionate Support Engineer to serve as the technical first responder for our remote care management platform. The role sits between our operations teams and engineering, working closely with both. The work is investigative and communicative; it does not involve writing production code.

• Triage incoming tickets in Asana from operations support and internal users, prioritizing and routing them appropriately.
• Investigate data and product issues using SQL queries against our PostgreSQL database.
• Diagnose system behavior using monitoring and observability tools, including New Relic, CloudWatch, and Sentry.
• Reproduce reported bugs and document them with clear reproduction steps before handing off to engineering.
• Provide hands-on technical support to internal users facing app, connectivity, or device issues, escalating to engineering when needed.
• Identify recurring issues across tickets and escalate them as consolidated, well-documented cases.
• Maintain internal runbooks and documentation so that recurring issues are resolved more efficiently over time.
• Collaborate with QA, product, and engineering teams to share context and resolve issues.

• SQL proficiency. Ability to write joins, aggregations, and exploratory queries against an unfamiliar schema. Skill will be assessed during the interview process.
• Demonstrated troubleshooting ability using monitoring and observability tools such as New Relic, CloudWatch, Sentry, Datadog, Grafana, or equivalents.
• Excellent written English. The role is communication-heavy: tickets, runbooks, internal messaging, and stakeholder updates.
• Curious, methodical, and solution-oriented mindset. You enjoy investigating root causes rather than reporting symptoms.
• Strong interpersonal skills. Regular interaction with stakeholders requires clear communication and professionalism.
• A creative and driven mindset with experience navigating through ambiguity and a desire to work in a fast-paced, results-driven environment.
• A desire to learn and try new approaches/ ideas and stretch boundaries.
• Extreme problem solving skills.
• Ability to work with Eastern US time with typical work days from 16:00 to 00:00 or 17:00-01:00 Turkey time,
• Residence in Istanbul (proximity to central Istanbul is a plus for potential on-site meetings).

We will review your application along with all the others we receive and pick the top profiles for a screening call. In many cases due to time constraints and our candidate volume, only the short-listed candidates are contacted but we do consider each application carefully. If you have been selected as a short-listed candidate, we will contact you for a short screening call to get to know you better. If you don’t get a call, please don’t be disappointed! We receive many applications for each role and must prioritize who we speak to. 

Employment at Medsien is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national or ethnic origin, religion, marital status, pregnancy, sexual orientation, gender identity or expression, disability, age, citizenship, veteran or military status, and other legally protected characteristics. 

Please visit the below links for GDPR details: 

https://www.medsien.com/legal/employee-candidate-information-notice

https://www.medsien.com/legal/employee-candidate-explicit-consent-statement