Product Engineer, Support

About the role

You will own the end to end support experience for customers integrating with Junction's healthcare data infrastructure. You will act as the primary voice of the customer inside the product and engineering teams, translating real world issues into clear technical requirements. You will investigate high severity production incidents by tracing requests through distributed services and correlating logs to identify root causes. You will partner directly with engineers to reproduce tricky bugs and help craft fixes that improve reliability for all customers. You will design and deliver clear communication to users, ranging from non technical operators to senior engineering teams, in both written and verbal formats. You will contribute to the long term health of our support organization by building tools, playbooks, and documentation that prevent future tickets. You will use AI assisted workflows to speed up diagnosis and keep our knowledge base continuously up to date. You will treat every escalation as a craft opportunity, balancing speed with deep problem solving to unblock patient facing products.

Key facts

What you'll do

1. Investigate and diagnose technical issues raised by customers in production environments.

2. Trace requests across our APIs and services using logs and metrics to isolate failure points.

3. Reproduce customer reported errors in a controlled environment to validate root cause hypotheses.

1. Read and navigate our codebase to understand where in the data flow issues are occurring.

5. Use AI tools and internal dashboards to speed up debugging and reduce time to resolution.

6. Communicate clearly with users from non technical hospital staff to senior platform engineers.

7. Adjust your messaging and depth of detail based on the audience and the severity of the issue.

8. Make small code fixes or configuration changes when appropriate to unblock customers quickly.

9. Escolate complex issues to engineering partners when deeper investigation or product changes are required.

10. Document each investigation in our knowledge base to reduce repeat questions and improve self service.

11. Build small internal tools and scripts that automate repetitive triage steps for support workflows.

12. Flag patterns of recurring issues and propose product improvements to prevent future incidents.

13. Own the customer experience for assigned escalations from initial ticket to full resolution.

14. Collaborate closely with Eliot, Andy, and the wider engineering, product, sales and ops teams.

15. Represent customer needs in product discussions to ensure roadmap priorities reflect real world demands.

Requirements

You must have an engineering background and have moved into a customer facing technical support role.

You genuinely enjoy helping people and unblocking customers gives you energy.

You are mission driven and believe that building technology can improve healthcare outcomes.

You are a technical problem solver who likes digging into complex systems and thinking on your feet.

You are comfortable in startup environments where things move quickly and not everything is predefined.

You communicate clearly and can explain technical concepts to both technical and non technical audiences.

You are comfortable with code and have spent a couple of years writing or debugging Python.

You can confidently navigate unfamiliar codebases and understand how data moves through services.

You are located in the Eastern Time Zone of the United States and able to work during EDT hours.

Nice to have

Experience working with healthcare data, lab results, or medical device integrations.

Familiarity with clinical data standards such as HL7 or FHIR.

Previous work in a regulated industry where reliability and compliance matter.

Experience contributing to open source projects or building internal developer tools.

Practical notes

This is a full time role based in the Eastern Time Zone.

We only hire folks physically based in GMT and EST timezones.

The role includes a paid trial day as part of the interview process.

Compensation details are provided during the interview stage based on experience and location.

About Junction

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is to use health data to unlock unprecedented insight into human health and disease. We are already connecting millions of users and scaling fast. Backed by leading investors including Creandum, Point Nine, 20VC, YC, and leading angels, we are solving one of the biggest challenges of our time.

How to apply

If you are a support first, customer driven problem solver with strong technical instincts, we encourage you to apply. Please go through our application process which includes an initial call, behavioral and technical interviews, and a paid trial day. We are looking for people who thrive in fast paced environments and care deeply about healthcare. The interview process is designed to be practical and collaborative, mirroring the day to day work you will own if you join the team.