Support Engineer - Veterinary HealthTech

ABOUT TRUELOGIC

At Truelogic we are a leading provider of nearshore staff augmentation services headquartered in New York. For over two decades, we’ve been delivering top-tier technology solutions to companies of all sizes, from innovative startups to industry leaders, helping them achieve their digital transformation goals.

Our team of 600+ highly skilled tech professionals, based in Latin America, drives digital disruption by partnering with U.S. companies on their most impactful projects. Whether collaborating with Fortune 500 giants or scaling startups, we deliver results that make a difference.

By applying for this position, you’re taking the first step in joining a dynamic team that values your expertise and aspirations. We aim to align your skills with opportunities that foster exceptional career growth and success while contributing to transformative projects that shape the future.

OUR CLIENT

We are a veterinary software company that helps practices enhance patient care, improve staff efficiency, and minimize burnout. We were founded in 2017 and are a mid-size company (50-100 people) that has used Elixir from the start. Our back-end runs fully in Elixir with our front-end in React, with GraphQL connecting the two.

JOB SUMMARY

The Support Engineer is a dedicated technical bridge between the Platform Engineering organization and the Customer Experience (CX) team. In this role, you will own the technical execution of customer onboarding/decommissioning workflows, execute complex SQL data migrations, and resolve platform-level technical escalations.

While you sit directly within the Platform Engineering team, you will work in close partnership with Customer Success and Implementation Managers to translate customer and operational needs into reliable technical solutions. This is an ideal role for an autonomous problem-solver who enjoys operating at the intersection of cloud infrastructure, data operations, and customer-facing support.

RESPONSIBILITIES

• Customer Onboarding: Execute technical onboarding workflows for new Instinct customers, including environment provisioning, configuration, integration setup, and data imports to ensure a seamless go-live experience.

• Decommissioning: Manage the technical offboarding of customers, including data exports, environment teardown, access revocation, and formal documentation of closure procedures.

• Data Migrations: Perform structured data migrations between systems or environments—handling validation, transformation, and quality assurance checks to ensure absolute data integrity. Occasionally join live customer calls to address data validation questions directly with key stakeholders.

• Technical Ticket Resolution: Own and lead the queue of technical tickets escalated by the CX team; triage, prioritize, and resolve complex issues outside CX's scope, including environment configuration, integration troubleshooting, bulk data updates, and platform-level issues.

• CX Partnership: Partner closely with Customer Success Managers and Implementation Managers to understand the context behind incoming requests, set clear resolution timelines, and communicate technical outcomes in accessible, plain language.

• Documentation: Maintain clear, up-to-date documentation of processes, runbooks, and customer-specific configurations to drive repeatability and preserve institutional knowledge.

• Process Improvement: Analyze patterns in recurring CX-submitted tickets to proactively develop tooling, automation, or updated documentation—reducing overall ticket volume and resolution times.

• Adaptability: Adapt to and actively contribute to new tasks, priorities, or projects as organizational needs evolve.

QUALIFICATIONS AND JOB REQUIREMENTS

Must-Have (Required):

• AWS: Hands-on ability to verify environment changes and execute smoke tests; practical familiarity with core services (e.g., RDS, S3, EC2, ECS) to independently validate that workflows have completed successfully.