Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Support is a mission-critical function at Decoda Health, ensuring the system powering our customers' workflow operates reliably and that help is immediately available. You will resolve urgent issues, build tools and automations to keep clinics on track, and empower the team to deliver excellent support at scale. This role is ideal for those who enjoy direct user interaction, solving live problems, and leveraging LLMs for practical applications.

Responsibilities

Prioritize and manage competing support requests and projects to ensure smooth clinic operations, escalating critical issues appropriately.
Resolve customer support requests by answering tickets, participating in calls, and addressing issues across the full stack (FastAPI/Python backend, Next.js/TypeScript frontend).
Reproduce, root-cause, and resolve bugs, communicating directly with customers to close the loop.
Debug live production environments using logs, tenant data, and session replays while adhering to privacy and data boundaries.
Ship AI-powered features that enable self-service for clinic staff, such as configuring settings in plain English, generating reports, and accessing in-product help.
Design and implement agent workflows, prompt engineering, retrieval, evaluations, and guardrails to ensure reliable and safe automations.
Build internal tools to streamline ticket triage, suggest root causes, draft replies, and prepare fixes.
Identify recurring issue patterns and create automations or features to solve them at scale, reducing manual support efforts.
Engage directly with customers to understand clinic operations and translate feedback into automations and product improvements.

Requirements

Outstanding communication skills, capable of explaining complex ideas to both technical and non-technical audiences.
Proven ability to multitask and context-switch effectively in a fast-paced environment.
Excellent prioritization skills, with the ability to distinguish urgent from important and prioritize clinic operational needs.
3+ years of experience shipping production software, preferably in SaaS or startup environments.
Hands-on experience responding to customer issues, debugging under pressure, and supporting a live, business-critical platform.
Experience building LLM-powered features, including agents, prompt design, retrieval, and tool/function calling.
Demonstrated ability to work across a modern tech stack (Python, TypeScript, SQL/Postgres) as an end-to-end builder.
Strong sense of ownership, follow-through, and a proactive approach to resolving issues.

Skills

FastAPI
Python
Next.js
TypeScript
SQL
Postgres
LLM
Prompt Engineering
Retrieval
Evals
Guardrails
Debugging
SaaS
Startups

Location

Nationwide

Work Type

Full-time

Experience Level

3+ years

About the Company

Decoda Health is an AI-native operating system for modern elective care clinics and medspas, offering a unified platform for scheduling, charting, billing, memberships, payments, and patient communications, with AI integrated into every workflow.
The company focuses on providing an unwavering reliable experience for its users, who are front-desk staff and providers.
Decoda Health is backed by Y Combinator and serves clinics nationwide.
The company emphasizes moving fast, prioritizing quality, and building an essential product for healthcare teams.