Support Engineer

Job Title: Support EngineerLocation: Seattle, WA / Bothell, WA (On-site)Job Type: Full-timeAbout Us:Cinnamon is a forward-thinking healthcare technology company focused on empowering patient advocates through innovative solutions. By automating critical processes, we help healthcare organizations secure financial assistance for their patients efficiently and securely. Our mission is to improve healthcare accessibility while maintaining the highest standards of data integrity, compliance, and customer trust.Role Summary:We are seeking a skilled Support Engineer to lead technical support efforts for healthcare customers and internal Cinnamon users. This role partners closely with engineering, product, implementation, clinical operations, and security teams to resolve complex issues, improve system reliability, and deliver a high-quality user experience across the platform. You will handle escalations, guide support processes, and contribute to a strong operational and security posture. The ideal candidate excels at cross-functional troubleshooting, clear communication, and customer empathy.Key Responsibilities:Own customer support issues end to end and ensure timely, accurate resolutionsSupport customer onboarding by validating configuration, reviewing workflows, and preparing customers for go-liveDeliver advanced training and create materials that help clinical and administrative teams adopt the platform effectivelyServe as the escalation point for Jira Service queues and guide triage and prioritizationProvide advanced support to internal users across authentication, access, feature flagging, analytics, logging, VPN, GitHub, password management, and productivity toolsInvestigate and resolve issues across GCP services, Sentry.io, Auth0 flows, LaunchDarkly configuration, Mixpanel events, NordLayer access, GitHub permissions, 1Password access, and related systemsMaintain and improve documentation in Confluence, including workflow diagrams, runbooks, SOPs, and troubleshooting guides created in LucidchartPerform proactive system monitoring using GCP logs, Sentry.io, uptime indicators, and automated alerts to detect and address issues earlyReproduce issues, validate fixes, analyze root causes, and collaborate with engineering to improve reliability and data integrityEnsure support follows HIPAA-aligned privacy, security, and data handling requirementsSurface findings from Intruder and SecurityScorecard and track remediation with security and engineering teamsIdentify recurring patterns in support tickets, propose workflow and product improvements, and contribute insights to roadmap discussionsMentor junior support engineers and help develop team best practicesParticipate in incident response efforts for issues affecting multiple customers or systemsRequired Qualifications:4-6 years of experience providing technical support in a SaaS, healthcare, or cloud-based environmentProven experience supporting healthcare customers or healthcare data workflowsExperience owning escalations and complex troubleshooting efforts in coordination with engineering or product teamsProficiency with Jira Service Management for issue triage and workflows analysisExperience supporting enterprise SaaS platforms for authentication, identity management, analytics, logging, VPN access, and secure productivity operationsHands-on experience with Google Cloud Platform logs, error reports, service metrics, or interactions with Cloud Run and Cloud FunctionsStrong understanding of QA processes, root cause analysis, and cross-environment troubleshootingExcellent communication skills with the ability to explain technical issues to non-technical healthcare usersStrong documentation skills maintaining shared knowledge bases or support playbooksComfort handling workloads involving sensitive healthcare information and security-related tasksPreferred Qualifications:Scripting or automation experience in Python, Bash, or PowerShellFamiliarity with HL7, X12, FHIR, or common healthcare data exchange patternsExperience supporting customers during EHR integrations or workflow onboardingExperience with remote support tools such as TeamViewer or AnyDeskExperience building documentation or diagrams in Confluence and LucidchartExposure to security monitoring tools or vulnerability management processesPrior mentorship or leadership experience in a support environmentWhat We Offer:A competitive salary and stock options grantHoliday schedule according to your country of residence and PTOAn innovative and high-paced work environment with a flat management hierarchyOpportunities for professional growth and advancement in a rapidly scaling companyHow to Apply:Send your resume and a cover letter detailing your relevant experience and interest in the position to recruiting@cinnamon.health. We look forward to reviewing your application and exploring how you can help us advance healthcare through innovation and technology!Join us in transforming healthcare through innovative technology!