Job Title: Technical Support Engineer
Location: Denver, CO (Cherry Creek area)
Work Model: Hybrid (2+ days/week onsite)
Reports To: Founder & CEO, Emerson Smith
About HappyDoc
We’re building “Jarvis for Vets” - HappyDoc is an AI-powered assistant for veterinary clinics, built to automate the tedium of medical record-keeping and administrative tasks. Trusted by thousands of veterinarians in the US, Canada, and Australia, HappyDoc helps veterinarians reclaim hours each day by turning voice recordings and PDFs into structured SOAP notes, insights dashboards, and workflow tasking.
Role Overview
You’ll be our first full-time Technical Support Engineer, owning chat and email support and solving issues end-to-end. This is a hands-on role: you’ll run SQL, replay errors in Sentry, inspect browser console and network logs, and (with permission and safeguards) remote into customer environments to diagnose our Windows agent and integrations. You’ll also create runbooks, improve tooling, and partner closely with Engineering and Product to prevent issues before they happen.
Key Responsibilities:
- Triage & Resolve: Handle inbound chat/email, prioritize effectively, and drive issues to closure with crisp communication and clear timelines.
- Deep Debugging:
- Query Postgres/Supabase for diagnostics and safe data fixes (read-heavy; write fixes via approved playbooks).
- Use Sentry (replays, traces) and browser DevTools (console, network, storage) to reproduce and isolate problems.
- Inspect API calls (REST/JSON), headers, and payloads; validate assumptions with Postman/cURL.
- Env & Integrations:
- Troubleshoot our .NET Windows agent and Chrome-extension-based UI automation; read logs and confirm system health.
- With consent and least-privilege access, remote into customer servers (RDP/SSH) to verify services, configs, and connectivity.
- Quality Handoffs: File great bug reports (context, repro steps, logs, scope, severity) and partner with Engineering through to fix/verification.
- Prevention & Ops: Write/run runbooks, propose tooling/alerts, maintain an internal KB/FAQ, and improve macros/canned responses.
- Customer Advocacy: Translate recurring issues into product or docs improvements; close the loop with customers.
- Reliability: Participate in incident response and post-incident reviews; help maintain status updates and comms.
Ideal Candidate Profile
Must‑have:
- 1–4 years in technical support, support engineering, QA, or similar hands-on role at a B2B SaaS company.
- Comfortable reading stack traces, replaying errors, and using browser DevTools and Sentry (or similar).
- SQL fluency (SELECT/JOIN/filters/aggregation) and the judgment to keep changes safe and auditable.
- Solid fundamentals with web apps and APIs (HTTP, REST, status codes, auth tokens, JSON).
- Clear, empathetic written communication; you make complex issues simple for busy clinic teams.
- Bias to action, ownership mindset, and high follow-through.
- Denver-based or willing to relocate; hybrid presence preferred.
Bonus:
- Experience with Windows services/agents, RDP, and basic networking (DNS, proxies, firewalls).
- Exposure to healthcare or vertical SaaS; comfort working around on-prem + cloud hybrids.
- Light scripting (JavaScript, Python, Bash) for internal tools and one-off diagnostics.
- Familiarity with safe-access practices (least privilege, logging/auditing, customer consent).
What You’ll Help Build
- A fast, friendly support experience that resolves most issues on first touch.
- Runbooks, tooling, and automations that make support faster and safer over time.
- A clean pipeline of actionable bug reports and product feedback.
- A small internal knowledge base and external help docs that reduce repeat questions.
Why Join HappyDoc?
- Be the foundational member of Support—build processes, tools, and culture from day one.
- Solve real technical problems that keep veterinary clinics running smoothly.
- Work side-by-side with Engineering and Product; see your fixes and ideas ship quickly.
- Mission with immediate impact on clinicians and the pets they care for.
Interview Process (High-Level)
- Intro call with Founder
- Technical screen (SQL + Sentry/DevTools troubleshooting)
- Practical exercise (write a bug report from a log/replay; outline a runbook)
- Collaboration chat with Engineering/Product
Light take-home available if preferred; live collaboration is our default.
HappyDoc is committed to building a collaborative, entrepreneurial, and supportive team environment. If you’re ready to help redefine healthcare for animals and support vets in doing what they do best—caring for patients—this could be your team.
