Product Support Engineer (Contract)

About Us

Thesis is building the AI-powered care team platform for infinitely scalable clinical capacity. We radically increase access and improve quality of care by combining AI agents with clinical experts to take on high-impact clinical operations and care management activities for healthcare organizations.

We’re based in NYC, are growing rapidly, and are backed by $60 million in funding from Oak HC/FT, CRV, Black Opal Ventures, and experienced C-level healthtech angel investors.

About the role

We are looking for a customer-obsessed Support Engineer (Contract) to keep Thesis's live client deployments running smoothly. You will be the technical owner for existing clients' issues, configuration changes, and customizations: diagnosing problems, shipping fixes, and making sure every client gets a fast, high-quality resolution. This is a hands-on engineering role for an AI native builder who enjoys digging into unfamiliar code, working directly with customers, and turning recurring pain into durable product improvements.

You will work closely with our core engineering team and help shape how Thesis supports clients as we scale.

Responsibilities

• Own client issue resolution: Triage, debug, and resolve technical issues reported by existing clients across our frontend, backend services, integrations, and data flows, from first report through verified fix in production.
• Ship client customizations and fixes: Implement client-specific configurations, workflow changes, and bug fixes in our TypeScript/Node.js and React codebase, following our code review and release standards.
• Debug across the stack: Investigate problems using logs, monitoring, database queries, and test environments, including issues in EHR/data integrations and our AI/LLM-powered features.
• Partner with engineering and customers: Act as the technical point of contact for client issues, communicate status and root cause clearly, and escalate with full context when a problem needs core engineering.
• Turn recurring issues into improvements: Spot patterns in client requests, advocate for product fixes, and build internal tools, scripts, and automations that reduce repeat work.
• Build the support playbook: Create and maintain runbooks, troubleshooting guides, and internal documentation so issues are resolved faster and more consistently over time.
• Protect sensitive data: Handle client and patient data in line with HIPAA and Thesis's security practices in everything you touch.
• We expect you to have
• Technical foundation: 2+ years of professional experience as a software engineer, support engineer, or solutions engineer working on production B2B SaaS.
• Hands-on coding ability: Comfort reading and changing an existing codebase, with working experience in TypeScript/JavaScript, Node.js, and React; Python is a plus.
• Debugging and data skills: Strong troubleshooting instincts across web apps, APIs, and cloud infrastructure, plus solid SQL (Postgres preferred) for investigating data issues.
• Modern toolkit familiarity: Experience with RESTful or RPC-based APIs, AWS or similar cloud platforms, logging/monitoring tools, and ticketing systems such as Linear, Jira, Zendesk, or Pylon.
• Customer empathy: A track record of working directly with customers, managing escalations calmly, and owning issues until they are fully resolved.
• AI fluency: Familiarity with LLM-based products and interest in using AI tools to debug and resolve issues faster.
• Healthcare experience (a plus): Experience in healthcare, or working with sensitive data in regulated environments (HIPAA, PHI), is a plus. A strong interest in learning healthcare workflows and integrations is expected.
• Clear communication: Ability to explain technical root causes and fixes clearly to both engineers and non-technical client stakeholders, in writing and live.