Product Support Engineer

About us

Thesis is building the AI-powered care team platform for infinitely scalable clinical capacity. We radically increase access and improve quality of care by combining AI agents with clinical experts to take on high-impact clinical operations and care management activities for healthcare organizations.

We’re based in NYC, are growing rapidly, and are backed by $60 million in funding from Oak HC/FT, CRV, Black Opal Ventures, and experienced C-level healthtech angel investors.

About the role

We are looking for a customer-obsessed Support Engineer to keep Thesis's live client deployments running smoothly. You will be the technical owner for existing clients' issues, configuration changes, and customizations: diagnosing problems, shipping fixes, and making sure every client gets a fast, high-quality resolution. This is a hands-on engineering role for an AI native builder who enjoys digging into unfamiliar code, working directly with customers, and turning recurring pain into durable product improvements. You will work closely with our core engineering team and help shape how Thesis supports clients as we scale.

Responsibilities

• Own client issue resolution: Triage, debug, and resolve technical issues reported by existing clients across our frontend, backend services, integrations, and data flows, from first report through verified fix in production.
• Ship client customizations and fixes: Implement client-specific configurations, workflow changes, and bug fixes in our TypeScript/Node.js and React codebase, following our code review and release standards.
• Debug across the stack: Investigate problems using logs, monitoring, database queries, and test environments, including issues in EHR/data integrations and our AI/LLM-powered features.
• Partner with engineering and customers: Act as the technical point of contact for client issues, communicate status and root cause clearly, and escalate with full context when a problem needs core engineering.
• Turn recurring issues into improvements: Spot patterns in client requests, advocate for product fixes, and build internal tools, scripts, and automations that reduce repeat work.
• Build the support playbook: Create and maintain runbooks, troubleshooting guides, and internal documentation so issues are resolved faster and more consistently over time.
• Protect sensitive data: Handle client and patient data in line with HIPAA and Thesis's security practices in everything you touch.