Junior Customer Success 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, we value people who are curious about how software works, enjoy solving problems, and take initiative when something needs attention. Our Customer Engineering work connects technical problem-solving with the needs of entrepreneurs and businesses using the platform. We're looking for people who are eager to learn, communicate clearly, and build strong technical skills through hands-on experience.

About the Role

We're looking for a Junior Customer Success Engineer to help investigate technical issues, support merchants using Bask Health's platform, and assist with troubleshooting software problems.

This is an early-career, customer-facing technical position designed for someone who wants to develop skills in SaaS troubleshooting, customer engineering, and software support.

You'll work alongside experienced Customer Success Engineers, Technical Support specialists, and Software Engineers to understand how the platform works and how to investigate common technical issues.

You'll help customers understand supported software functionality while learning how to diagnose problems, document findings, and escalate issues appropriately.

Bask Health provides software that enables entrepreneurs, doctors, and healthcare businesses to launch and manage direct-to-consumer telehealth services.

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

You'll develop a practical understanding of the merchant-facing software workflows relevant to your responsibilities.

You'll learn how customers use Bask Health to configure and operate their businesses.

You'll assist with routine technical questions involving supported platform features.

You'll help investigate reported issues affecting merchant storefronts, questionnaires, checkout workflows, and account configurations.

You'll gather relevant information when customers report unexpected software behavior.

You'll learn how to distinguish between expected functionality, configuration problems, and potential software defects.

You'll follow established troubleshooting procedures to investigate common issues.

You'll attempt to reproduce reported problems in approved testing environments when appropriate.

You'll document what happened, what was expected, and the steps needed to reproduce the issue.

You'll learn how to use browser developer tools to inspect basic web application behavior.

You'll develop familiarity with HTTP requests, responses, status codes, and common web application errors.

You'll learn how APIs and integrations connect different software systems.

You'll assist with investigating basic API or integration questions within approved responsibilities.

You'll review relevant technical documentation to understand supported functionality.

You'll use approved diagnostic tools to gather information about reported problems.

You'll learn how to recognize when a technical issue requires deeper engineering investigation.

You'll escalate complex problems to senior Customer Success Engineers or Software Engineers.

You'll provide clear descriptions of reported issues and the troubleshooting steps already completed.

You'll help ensure escalations contain enough information for another engineer to investigate efficiently.

You'll work with senior team members to understand the causes of common software problems.

You'll apply feedback to improve your troubleshooting approach.

You'll communicate with customers through approved support channels.

You'll explain basic technical information clearly and professionally.

You'll avoid unnecessary technical language when communicating with non-technical merchants.

You'll ask clarifying questions when a customer's description of a problem is incomplete.

You'll help customers understand approved troubleshooting steps.

You'll communicate when an issue requires additional investigation.

You'll provide approved updates on the status of assigned technical cases.

You'll avoid promising fixes, timelines, or unsupported functionality.

You'll maintain accurate records of customer questions, technical findings, and follow-up actions.

You'll use approved ticketing and engineering issue-tracking systems.

You'll help organize assigned technical cases and outstanding tasks.

You'll follow through on assigned issues until they are resolved or appropriately transferred.

You'll coordinate with Customer Success Managers when technical problems affect onboarding or platform adoption.

You'll help investigate basic setup issues that prevent customers from completing supported workflows.

You'll assist with technical onboarding questions under senior team guidance.

You'll help identify when a customer's issue involves a configuration step rather than a software defect.

You'll learn how different platform features interact and where common setup mistakes occur.

You'll help customers locate relevant technical documentation and support resources.

You'll contribute to internal troubleshooting guides and knowledge articles.

You'll document common errors and approved solutions.

You'll help identify recurring technical questions that could be addressed through clearer instructions.

You'll share patterns in customer-reported issues with senior team members.

You'll participate in discussions about improving technical support processes.

You'll help identify confusing error messages or software workflows that create repeated support requests.

You'll provide relevant customer feedback to Product and Engineering teams through approved channels.

You'll learn how engineering teams investigate, prioritize, and resolve software defects.

You'll become familiar with the tools used to track bugs and technical tasks.

You'll help verify whether reported issues can be reproduced after a change, when authorized.

You'll assist with basic testing of supported platform workflows in approved environments.

You'll document test results clearly and accurately.

You'll follow established procedures for reporting unexpected behavior.

You'll learn how to distinguish between customer-specific issues and potentially broader platform problems.

You'll escalate suspected widespread issues through established incident procedures.

You'll avoid making unauthorized changes to production systems or customer configurations.

You'll follow approved privacy, security, and access control procedures.

You'll access only the systems and information necessary and authorized for your responsibilities.

You'll recognize when sensitive information requires additional precautions.

You'll avoid using unapproved tools or communication channels for sensitive data.

You'll recognize when customer questions involve clinical, pharmacy, or compliance matters.

You'll direct those questions to the appropriate licensed or authorized teams.

You'll never provide medical advice, make clinical decisions, or independently approve regulated activities.

You'll collaborate with Customer Success, Technical Support, Product, and Engineering teams.

You'll learn how technical issues affect customer onboarding, adoption, and retention.

You'll develop an understanding of the relationship between reliable software and customer success.

You'll participate in training on new platform features and technical workflows.

You'll ask questions when you encounter unfamiliar systems or problems.

You'll be comfortable receiving feedback from more experienced engineers.

You'll take notes, document what you learn, and apply that knowledge to future investigations.

You'll gradually develop confidence in handling routine technical cases independently.

You'll maintain a structured troubleshooting approach rather than relying on guesses.

You'll work on multiple assigned technical issues while maintaining accurate documentation.

You'll communicate proactively when you are blocked or need additional guidance.

You'll take ownership of assigned tasks and follow through on commitments.

You'll remain professional when helping customers who are frustrated by technical problems.

You'll understand that clear communication is as important as technical investigation.

You'll be comfortable working in a growing software environment where processes and tools may change.

You'll contribute to a team environment that values curiosity, initiative, accountability, and continuous improvement.

You'll build practical experience with SaaS platforms, technical troubleshooting, APIs, and customer-facing engineering.

You'll learn from experienced team members while contributing to real customer problem-solving.

We're looking for someone with a foundational understanding of web technologies and a genuine interest in technical problem-solving.

You may have gained your experience through internships, technical support roles, software projects, a coding bootcamp, university coursework, or independent learning.

You don't need to be an experienced Software Engineer, but you should be comfortable learning technical concepts and investigating how software behaves.

Experience with e-commerce platforms or merchant-facing software would be valuable, but strong technical fundamentals and the ability to learn are also important.

Success in this role means investigating routine technical issues accurately, documenting findings clearly, communicating professionally with customers, escalating complex problems appropriately, and steadily developing stronger customer engineering skills.

What You'll Do

• Assist with technical support for merchants using Bask Health.
• Investigate routine software issues affecting supported platform workflows.
• Help troubleshoot storefront, questionnaire, and checkout-related problems.
• Gather relevant information from customer-reported technical issues.
• Follow established troubleshooting procedures.
• Reproduce reported problems in approved testing environments when appropriate.
• Document expected behavior, actual behavior, and reproduction steps.
• Use browser developer tools for basic technical investigation.
• Learn how HTTP requests, APIs, and integrations work.
• Assist with basic API and integration troubleshooting.
• Review technical documentation to understand supported functionality.
• Escalate complex technical issues to senior engineers.
• Prepare clear technical summaries for engineering escalations.
• Communicate professionally with merchants about technical problems.
• Provide approved troubleshooting guidance and status updates.
• Maintain accurate technical case notes and follow-up records.
• Use approved ticketing and engineering issue-tracking tools.
• Coordinate with Customer Success Managers on customer-impacting issues.
• Support technical onboarding and configuration questions under guidance.
• Identify common configuration mistakes and recurring technical issues.
• Contribute to troubleshooting guides and internal knowledge resources.
• Share recurring customer feedback with senior technical team members.
• Assist with basic platform testing in approved environments.
• Document test results and unexpected software behavior.
• Learn established bug reporting and escalation procedures.
• Escalate suspected widespread platform problems through approved channels.
• Follow privacy, security, and access control requirements.
• Avoid unauthorized changes to production systems or customer configurations.
• Escalate clinical, pharmacy, and compliance matters to authorized teams.
• Participate in technical training and mentorship.
• Collaborate with Customer Success, Support, Product, and Engineering.
• Take ownership of assigned technical tasks and follow through consistently.

Requirements

• Entry-level to 2 years of relevant experience in technical support, software troubleshooting, customer engineering, IT support, or a related technical field.
• Foundational understanding of how web applications work.
• Basic familiarity with HTML, CSS, JavaScript, or similar web technologies.
• Understanding of common web application concepts such as browsers, requests, responses, and errors.
• Interest in learning about APIs, integrations, and software troubleshooting.
• Ability to investigate technical problems systematically.
• Comfortable reading technical documentation and following troubleshooting instructions.
• Ability to describe technical issues clearly and accurately.
• Strong written and verbal communication skills.
• Ability to explain basic technical concepts to non-technical customers.
• Strong problem-solving skills and attention to detail.
• Willingness to learn new technical tools and software platforms.
• Ability to ask clarifying questions and recognize when additional help is needed.
• Experience using web-based software and digital collaboration tools.
• Ability to maintain organized notes, issue descriptions, and follow-up tasks.
• Comfortable working with ticketing systems or learning new support tools.
• Ability to follow established technical escalation procedures.
• Willingness to collaborate with senior engineers and apply feedback.
• Strong organizational skills and accountability for assigned tasks.
• Ability to manage multiple technical questions and competing priorities.
• Understanding of the importance of privacy, security, and appropriate system access.
• Ability to work independently while collaborating with a remote team.
• Interest in customer-facing technical roles and SaaS platforms.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software company with evolving processes.
• Strong curiosity, initiative, and willingness to develop technical skills.
• Nice to Have
• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Completion of a coding bootcamp or relevant technical training program.
• Internship experience in technical support, software engineering, or customer engineering.
• Experience troubleshooting SaaS platforms or web applications.
• Familiarity with Shopify, BigCommerce, WooCommerce, or other e-commerce platforms.
• Experience supporting online merchants or direct-to-consumer businesses.
• Basic experience using browser developer tools.
• Familiarity with REST APIs and HTTP status codes.
• Experience using Postman, Insomnia, or similar API testing tools.
• Basic understanding of JSON and API request structures.
• Familiarity with Git or GitHub.
• Experience writing simple scripts or working with JavaScript.
• Basic SQL knowledge.
• Experience using Zendesk, Intercom, Jira, Linear, or similar tools.
• Experience documenting software bugs or technical issues.
• Experience testing web applications or reproducing reported problems.
• Familiarity with online storefronts, checkout flows, and payment integrations.
• Experience creating technical documentation or troubleshooting guides.
• Interest in healthcare technology or telehealth software.
• Experience working on independent software projects or technical coursework.