Customer Engineer

About Bask Health

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.

At Bask, customer engineering helps customers turn technical requirements into working solutions. We value curiosity, careful troubleshooting, clear communication, and people who take ownership of helping customers successfully implement and use the platform.

About the Role

We're looking for a Customer Engineer to help Bask Health's merchants solve technical challenges, implement supported integrations, and build effective workflows using our software platform.

This role combines hands-on technical problem-solving, customer-facing implementation support, software configuration, and cross-functional collaboration.

You'll work directly with customers and internal teams to understand technical requirements and help turn them into practical solutions.

Our customers include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses launching or operating direct-to-consumer telehealth services.

You'll develop a detailed understanding of Bask Health's platform, technical capabilities, and supported integration patterns.

Our software brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll help customers understand how these components work together and how to configure supported workflows for their businesses.

You'll participate in technical onboarding and implementation discussions to identify customer requirements and potential obstacles.

You'll help translate business needs into technical configurations, integration plans, and implementation steps.

You'll work with customer success managers to understand customer goals and determine where technical guidance is needed.

You'll assist merchants with configuring platform features and connecting supported external systems.

You'll investigate integration issues involving APIs, webhooks, authentication, and data exchange.

You'll use technical documentation, diagnostic tools, and available logs to understand reported problems.

You'll reproduce software issues and identify whether they involve configuration, integration behavior, or platform defects.

You'll help customers troubleshoot errors affecting important business workflows.

You'll work closely with software engineers when an issue requires deeper technical investigation or changes to the product.

You'll provide engineering teams with clear reproduction steps, technical evidence, and relevant customer context.

You'll collaborate with product managers when customer requirements reveal product limitations or opportunities for improvement.

You'll help evaluate whether customer requests can be addressed through existing platform capabilities.

You'll explain supported alternatives and configuration approaches when a requested solution is not available.

You'll assist with technical validation of integrations and customer workflows.

You'll help customers understand how to test configurations and confirm that supported functionality behaves as expected.

You'll provide technical walkthroughs and explain implementation decisions to customers with varying levels of technical knowledge.

You'll communicate clearly with both business stakeholders and technical contacts.

You'll maintain accurate documentation of customer technical requirements, implementation decisions, and outstanding issues.

You'll help create reusable integration guides, configuration documentation, and troubleshooting resources.

You'll identify recurring technical questions and recommend improvements to customer-facing documentation.

You'll collaborate with customer success engineers and technical support teams to improve the overall implementation experience.

You'll support technical escalations when specialized investigation is required.

You'll help customers understand new technical capabilities and relevant platform updates.

You'll participate in customer meetings where technical architecture, configuration, or integration questions need to be addressed.

You'll provide practical recommendations that reflect the platform's supported functionality rather than promising custom development that has not been approved.

You'll coordinate with engineering leadership when customer requirements may involve additional development work.

You'll help ensure technical commitments are accurately documented and communicated.

You'll contribute to internal discussions about integration reliability, implementation complexity, and recurring customer technical challenges.

You'll work with customer success teams to identify technical obstacles affecting product adoption.

You'll help customers overcome those obstacles through appropriate troubleshooting, configuration guidance, or internal escalation.

Because Bask Health supports healthcare-related businesses, you'll need to follow internal security and privacy requirements when working with customer information.

You'll recognize when technical requests involve clinical, pharmacy, or compliance responsibilities that require authorized specialist involvement.

You'll provide technical guidance about software functionality without making clinical or pharmacy decisions.

You'll work in a remote, cross-functional environment where technical judgment, initiative, and clear communication are important.

We're looking for someone who combines strong software troubleshooting skills with the ability to work directly with customers.

You should be comfortable discussing APIs, integrations, configuration options, and implementation challenges with both technical and nontechnical stakeholders.

You'll need to be organized, analytical, proactive, and capable of managing several technical customer projects or issues simultaneously.

Experience supporting merchant-facing SaaS platforms, e-commerce software, or transaction-heavy applications is particularly valuable.

Success in this role means helping customers implement working technical solutions, resolve integration challenges, adopt the platform successfully, and reduce recurring technical obstacles.

What You'll Do

• Work directly with customers to understand technical requirements and implementation goals.
• Translate customer business needs into supported technical configurations.
• Support technical onboarding and customer implementation activities.
• Help customers configure merchant storefronts and related platform settings.
• Assist with questionnaire, checkout, and other supported workflow configurations.
• Guide customers through supported integration setup and troubleshooting.
• Investigate REST API, webhook, and authentication-related issues.
• Analyze HTTP requests, responses, and relevant technical errors.
• Use available diagnostic tools to investigate software behavior.
• Reproduce customer-reported technical problems and document findings.
• Distinguish configuration issues from integration failures and product defects.
• Help customers validate technical configurations and supported workflows.
• Participate in technical customer meetings and implementation discussions.
• Explain technical concepts clearly to business and technical stakeholders.
• Collaborate with customer success managers on customer implementation priorities.
• Work with customer success engineers on technical onboarding challenges.
• Coordinate with technical support teams on escalated customer issues.
• Collaborate with software engineering teams when product fixes are required.
• Provide clear reproduction steps and technical evidence for engineering escalations.
• Work with product teams on recurring customer technical requirements.
• Document customer integration requirements and implementation decisions.
• Create and maintain technical configuration and integration guides.
• Help improve troubleshooting documentation and customer education resources.
• Identify recurring implementation issues and recommend process improvements.
• Support technical validation following relevant platform changes.
• Help customers understand new technical capabilities and updates.
• Maintain accurate records of technical requests and outstanding action items.
• Coordinate customer follow-up on implementation and integration issues.
• Recommend supported solutions without making unapproved development commitments.
• Follow appropriate security and privacy procedures.
• Escalate clinical, pharmacy, and compliance concerns to authorized teams.
• Take ownership of assigned technical customer problems through resolution or appropriate handoff.

Requirements

• 3+ years of experience in customer engineering, solutions engineering, technical implementation, technical support engineering, or a closely related customer-facing technical role.
• Demonstrated experience helping customers implement or configure SaaS software.
• Strong understanding of web-based software applications and integrations.
• Working knowledge of REST APIs, HTTP methods, status codes, and JSON.
• Familiarity with webhooks, authentication, and common integration patterns.
• Experience troubleshooting technical problems affecting customer workflows.
• Ability to investigate integration errors and identify likely causes.
• Experience using browser developer tools or similar technical diagnostic tools.
• Ability to reproduce software defects and document troubleshooting steps.
• Experience translating customer requirements into practical technical solutions.
• Ability to explain technical concepts clearly to nontechnical stakeholders.
• Experience collaborating directly with software engineering teams.
• Familiarity with technical documentation and implementation planning.
• Experience supporting technical onboarding or implementation projects.
• Ability to distinguish platform limitations from configuration problems.
• Strong written and verbal communication skills.
• Experience managing customer technical requests or escalations.
• Strong analytical thinking and problem-solving skills.
• Ability to manage multiple technical tasks and competing priorities.
• Strong organizational skills and attention to detail.
• Experience using customer support, ticketing, or project tracking tools.
• Ability to maintain accurate technical records and implementation notes.
• Comfortable learning complex software platforms and technical workflows.
• Ability to work independently on ambiguous technical problems.
• Comfortable collaborating across customer success, product, and engineering teams.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and commitment to customer outcomes.

Nice to Have

• Experience supporting e-commerce SaaS or merchant-facing software.
• Experience working with Shopify, BigCommerce, or other storefront platforms.
• Familiarity with direct-to-consumer business models.
• Experience troubleshooting online checkout and payment workflows.
• Familiarity with Stripe or similar payment processing platforms.
• Working knowledge of JavaScript, HTML, and CSS.
• Experience using Postman or similar API testing tools.
• Familiarity with SQL and database query fundamentals.
• Experience troubleshooting third-party integrations.
• Familiarity with OAuth and API authentication flows.
• Experience working with subscription commerce platforms.
• Understanding of application logs and observability tools.
• Experience documenting technical integration architectures.
• Experience conducting technical customer workshops or implementation walkthroughs.
• Familiarity with cloud-hosted SaaS environments.
• Experience collaborating with product managers on customer technical requirements.
• Experience supporting technical validation and software testing.
• Experience improving customer implementation processes.
• Familiarity with healthcare technology or telehealth platforms.
• Experience supporting entrepreneurs and online business owners.