Support Engineer

ABOUT FRESHPAINT: Healthcare is a $4+ trillion industry in the U.S. alone, and it’s undergoing a rapid digital transformation. Hospitals, digital health companies, and life sciences organizations rely on analytics and advertising tools to reach patients, measure performance, and grow. But those tools weren’t built for regulated healthcare data. That creates real compliance risk and forces teams to choose between growth and privacy. FRESHPAINT ELIMINATES THAT TRADE-OFF. We’re a privacy-first data platform that helps healthcare organizations use modern marketing and analytics tools without exposing protected health information (PHI). Freshpaint sits between a company’s website or app and the third-party tools they use, automatically detecting and controlling sensitive data before it’s shared. In short: we let healthcare teams move fast, safely. BACKED BY TOP INVESTORS Freshpaint is backed by some of the most respected names in technology, including: - Y Combinator (OpenAI, Stripe, Airbnb, Coinbase, DoorDash) - Intel Capital (Broadcom, Astera Labs, VMware, RedHat, MongoDB) We’ve raised tens of millions of dollars in funding to build the privacy infrastructure layer for healthcare’s digital future. WHO WE’RE LOOKING FOR We’re looking for a Support Engineer who thrives at the intersection of customer experience and deep technical problem-solving. You’re someone who enjoys digging into complex systems, reading code, and figuring out how things work under the hood to resolve customer issues. You take full ownership from first report to final resolution, and you’re driven to not just fix problems, but to improve the overall customer experience. You’re an empathetic communicator who can translate technical details clearly, and a proactive partner who surfaces insights to improve the product and support processes. WHAT YOU’LL BE DOING In this role, you’ll serve as a frontline technical expert, helping customers navigate and troubleshoot a complex product. You’ll investigate issues by working directly in the codebase and across systems, using tools like Go, TypeScript, and SQL to identify root causes and deliver solutions. You’ll collaborate closely with Engineering, Customer Success, and Product to resolve issues, improve workflows, and advocate for customer needs. Your work will directly shape both the customer experience and the evolution of the product. PRIMARY RESPONSIBILITIES - Own and drive customer issues to resolution end-to-end - Troubleshoot and resolve complex technical issues across the stack - Investigate application behavior using Go, TypeScript, and SQL - Analyze system architecture and code to identify root causes - Partner cross-functionally with Engineering, Customer Success, and Account teams - Support customers across the full lifecycle, including onboarding and ongoing usage - Communicate technical issues clearly to both technical and non-technical audiences - Create and maintain internal runbooks and customer-facing documentation - Surface customer feedback and insights to inform product improvements DESIRED SKILLS & EXPERIENCE - Ability to read and write code (Go, JavaScript/TypeScript preferred) - 2+ years in a technical support, solutions engineering, or software engineering role - 2+ years in a customer-facing position - Experience troubleshooting across frontend and backend systems - Strong analytical and problem-solving skills with a self-service mindset - Clear and effective communicator across a range of audiences - Highly organized, able to manage multiple issues and priorities simultaneously - Customer-first mindset with strong empathy and ownership - Familiarity with databases & SQL NICE TO HAVES - Experience supporting complex or highly technical SaaS products - Familiarity with debugging production environments - Experience working with SQL and data-heavy systems - Background collaborating closely with Product and Engineering teams - Contributions to technical documentation, help centers, or knowledge