Senior 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, technical customer success is about helping businesses successfully implement, understand, and use our software. We value technical curiosity, clear communication, proactive problem-solving, and people who take ownership of complex customer challenges.

About the Role

We're looking for a Senior Customer Success Engineer to help Bask Health's customers successfully implement, integrate, troubleshoot, and adopt our software platform.

This role combines technical problem-solving with customer-facing communication and long-term customer success.

You'll work directly with merchants, entrepreneurs, and healthcare businesses using Bask Health to operate direct-to-consumer telehealth experiences.

Our platform supports storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy operations, and other business-critical capabilities.

You'll develop a strong technical understanding of how these systems work together and how customers use them in their daily operations.

You'll serve as a technical point of contact for customers who need help with complex implementations, integrations, platform configuration, and advanced troubleshooting.

You'll collaborate with customer success managers to understand customer goals and identify technical challenges affecting adoption or account health.

You'll help customers move from initial setup to reliable day-to-day use of the platform.

You'll provide technical guidance during onboarding, implementation, and the introduction of new platform capabilities.

You'll investigate customer-reported issues, reproduce problems when possible, and identify likely causes using available technical tools and documentation.

You'll work with engineering teams to resolve issues that require code changes, infrastructure investigation, or deeper product expertise.

You'll be responsible for communicating technical findings and next steps in a way customers can understand.

You'll help customers troubleshoot API integrations, webhooks, authentication issues, data flows, and other supported technical connections.

You'll also assist with platform configuration challenges involving storefronts, questionnaires, checkout, and workflow automation.

You'll help customers understand technical requirements, supported configurations, and implementation limitations.

As a senior member of the team, you'll take ownership of particularly complex technical customer situations.

You'll be expected to investigate issues independently, organize relevant evidence, and involve the appropriate teams when necessary.

You'll help distinguish between configuration issues, product defects, integration problems, and requests for new functionality.

You'll document your findings so customers and internal teams have clear records of technical issues and resolutions.

You'll proactively identify recurring technical challenges that may be affecting multiple customers.

You'll recommend improvements to onboarding processes, troubleshooting documentation, and technical customer education.

You'll work with product managers to communicate customer feedback and identify opportunities to improve usability and technical reliability.

You'll collaborate with engineers on issue reproduction, technical requirements, and validation of customer-facing fixes.

You'll help customers adopt new features by explaining technical functionality and supporting implementation when appropriate.

You'll also work with customer success managers to identify technical risks that could affect retention or expansion.

You'll participate in technical customer meetings when specialized knowledge is needed.

You'll be comfortable speaking with both nontechnical business owners and technically experienced customer stakeholders.

You'll translate technical information into practical guidance without overwhelming customers with unnecessary complexity.

You'll maintain awareness of security, privacy, and appropriate handling of sensitive information when investigating issues involving healthcare-related workflows.

You'll recognize when clinical, pharmacy, compliance, or patient-related questions require involvement from the appropriate authorized teams.

You'll contribute to internal technical documentation, troubleshooting guides, and repeatable support processes.

You may also mentor less-experienced customer success engineers and share approaches for investigating complex issues.

This is a senior individual-contributor position with substantial technical ownership, not a formal engineering management role.

We're looking for someone with strong technical troubleshooting skills, experience supporting customer-facing SaaS products, and the ability to build trust through clear communication.

Experience supporting e-commerce merchants, online storefronts, payment workflows, or merchant-facing platforms is particularly valuable.

You should be comfortable navigating ambiguity, learning new systems, and taking responsibility for driving technical issues toward resolution.

Success in this role means helping customers implement the platform successfully, reducing recurring technical friction, improving adoption, and building confidence in Bask Health's technology.

What You'll Do

• Serve as a senior technical point of contact for assigned customer accounts.
• Support technical onboarding and implementation for new customers.
• Help customers configure and adopt supported Bask Health platform capabilities.
• Investigate complex technical issues affecting customer workflows.
• Reproduce reported problems and document relevant technical findings.
• Troubleshoot API integrations, webhooks, and supported data connections.
• Assist with authentication, permissions, and configuration-related issues.
• Support troubleshooting involving merchant storefronts and checkout workflows.
• Investigate technical issues involving questionnaires and platform configuration.
• Help customers understand supported technical requirements and limitations.
• Collaborate with customer success managers on technical account needs.
• Partner with engineering teams to escalate product defects and complex issues.
• Provide engineers with clear reproduction steps, logs, and technical context.
• Coordinate customer communication during technical investigations.
• Translate technical findings into clear, actionable explanations.
• Track technical escalations through resolution and customer follow-up.
• Identify recurring technical problems and recommend preventive improvements.
• Help develop technical onboarding guides and troubleshooting resources.
• Document common integration issues and recommended resolutions.
• Support customers adopting new product features or integrations.
• Participate in customer meetings requiring advanced technical expertise.
• Work with product managers to communicate technical customer feedback.
• Assist with validating fixes for customer-reported issues.
• Identify technical risks that may affect customer adoption or retention.
• Support internal investigations of customer configuration problems.
• Help improve technical escalation and issue-triage processes.
• Share technical knowledge with other customer-facing team members.
• Maintain accurate records of customer issues, findings, and resolutions.
• Follow security and privacy requirements when investigating customer issues.
• Coordinate with appropriate clinical or pharmacy stakeholders when needed.
• Recommend product improvements based on recurring customer challenges.
• Take ownership of complex technical customer outcomes and follow through on commitments.

Requirements

• 5+ years of relevant experience in customer success engineering, technical account management, solutions engineering, technical support engineering, or a closely related customer-facing technical role.
• Demonstrated experience supporting customers using B2B SaaS or other complex software platforms.
• Strong technical troubleshooting and problem-solving skills.
• Experience investigating software configuration, integration, or application issues.
• Working knowledge of REST APIs, HTTP requests, and common integration concepts.
• Familiarity with JSON, webhooks, and API authentication.
• Ability to use technical documentation to investigate and resolve issues.
• Experience communicating directly with customers about technical problems.
• Ability to explain complex technical concepts to nontechnical stakeholders.
• Experience collaborating with software engineers on customer-reported issues.
• Ability to reproduce bugs and provide clear technical reproduction steps.
• Experience distinguishing product defects from configuration or integration issues.
• Strong understanding of software onboarding and implementation processes.
• Ability to manage complex technical escalations independently.
• Experience documenting technical investigations and resolutions.
• Strong written and verbal communication skills.
• Ability to organize multiple customer issues and competing priorities.
• Experience working with customer success, product, and engineering teams.
• Ability to learn unfamiliar software systems and workflows quickly.
• Strong attention to detail and commitment to technical accuracy.
• Familiarity with software security and appropriate data-handling practices.
• Ability to maintain customer confidence during difficult technical situations.
• Experience using technical ticketing or customer support systems.
• Comfortable working independently in a remote environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Ability to take ownership of technical customer outcomes through resolution.

Nice to Have

• Experience supporting e-commerce merchants or merchant-facing SaaS platforms.
• Familiarity with Shopify, BigCommerce, or other online storefront platforms.
• Experience troubleshooting checkout, payment, or subscription commerce workflows.
• Experience working with Stripe or similar payment integrations.
• Familiarity with JavaScript, HTML, and CSS.
• Experience using browser developer tools to investigate customer issues.
• Ability to read application logs or use monitoring tools.
• Experience using Postman or similar API testing tools.
• Familiarity with SQL and basic database troubleshooting.
• Experience supporting SaaS integrations and third-party applications.
• Understanding of OAuth or other authentication frameworks.
• Experience working with webhooks and asynchronous workflows.
• Familiarity with cloud-based software architecture.
• Experience supporting high-value or enterprise customer accounts.
• Experience working with CRM or customer success platforms.
• Experience developing technical documentation and support playbooks.
• Experience mentoring junior technical support or success engineers.
• Familiarity with healthcare technology or telehealth platforms.
• Understanding of HIPAA-related technical considerations.
• Experience supporting AI-enabled features or workflow automation.