Healthcare Data Support Engineer

About Komodo Health

We Breathe Life Into Data At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease.

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

At Komodo Health, we are on a mission to reduce the global burden of disease. This role is central to that mission, serving as the critical link between our customers and the power of our Healthcare Map. You will ensure our clients have trust in our data, empowering them to make decisions that improve patient outcomes and advance healthcare innovation.

The Customer Support team ensures the success of our client engagements by providing expert technical support across the entire lifecycle. We solve complex data problems, provide clear and qualified answers, and ensure a smooth and reliable day-to-day operational environment for our customers.

The purpose of this role is to solve our customers' most complex data challenges. As a key member of our Tier 2 support team, you will act as a definitive data detective for advanced inquiries that require deep analytical skill. Your charter is to partner with our Tier 3 and backend engineering teams to provide clear, accurate, and timely resolutions, ensuring the integrity of our data and the success of our client engagements.

What You'll Achieve in Your First 12 Months

Looking back on your first 12 months at Komodo Health, you will have…

• Demonstrated deep subject matter expertise in Komodo’s Healthcare Map by successfully managing a high volume of complex customer inquiries from investigation through to resolution.
• Established a strong feedback loop with our Data, Product, and Engineering teams by consolidating and presenting findings from customer investigations to influence product enhancements.
• Contributed significantly to the development and refinement of the Tier 2 support playbook, helping to standardize best practices and improve team efficiency.
• Forged trusted relationships with key internal partners and external customers, becoming a reliable guide in navigating and resolving critical, time-sensitive data issues.

What You'll Do

These are the essential job duties you will be responsible for…

• Own the investigation and analysis of complex Tier 2 data inquiries using SQL, Python, and internal tooling, and partner with the Tier 3 team to escalate and resolve the most intricate cases.
• Serve as the primary technical point of contact for assigned support tickets, managing them from initial triage through to final resolution and root cause analysis.
• Communicate technical concepts and investigation results clearly to both technical and non-technical audiences, including customers, Account Managers, and Product teams.
• Contribute clear, concise content to our internal knowledge base and customer-facing documentation based on your investigation findings.
• Collaborate with Data Engineering, Product Management, and commercial teams to diagnose root causes and ensure proper pull-through of data asset changes.