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Support Engineer

April 27, 2026

<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;">The Support Engineer t is responsible for delivering exceptional support to our live customers through effective issue triage, prioritization, cross‑functional coordination, and clear communication. This role requires a proactive, detail‑oriented individual who is comfortable managing multiple priorities, following established processes, and engaging directly with customers in a professional, solutions‑oriented manner.</span></p><hr><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Responsibilities</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Perform initial triage and investigation of customer‑submitted support tickets, ensuring accurate assessment, prioritization, and routing.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Apply a strong understanding of triage processes, including SLAs, issue ownership guidelines, and escalation paths.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Actively use and contribute to the Knowledge Base to support efficient ticket resolution.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Participate in the creation, maintenance, and interpretation of support reporting, monitoring tools, and utilization metrics.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Collaborate closely with customers and internal Delivery, Product, and Engineering teams to support the customer needs.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Demonstrate strong judgment in assigning issues to the appropriate owners or departments with speed and accuracy.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Develop and maintain a strong working knowledge of our products, systems, and workflows.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Identify opportunities to enhance the support function, including processes, tooling, and customer experience improvements.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Contribute to a positive, team‑oriented culture by sharing knowledge, celebrating successes, and supporting continuous improvement initiatives.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><i><em style="white-space:pre-wrap;">This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Janus may modify or assign additional responsibilities as needed to support business needs.</em></i></p><hr><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Qualifications</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Associate or Bachelor’s degree in information systems, computer science, or equivalent experience preferred.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Relevant experience in customer support, technical support, business analysis, IT operations, or similar roles (typically 2+ years).</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Experience with support tools including Zendesk, Confluence, JIRA, and Teams, strongly preferred.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Demonstrated experience contributing to or improving support workflows and operational processes.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Strong analytical skills, including prioritization, logical reasoning, and problem‑solving abilities.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Ability to operate effectively in a fast‑paced, high‑growth environment and navigate ambiguity with confidence.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Motivated self‑starter with a strong sense of ownership and commitment to team success.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Excellent communication skills, both verbal and written, with the ability to convey complex information clearly.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Flexibility and adaptability in a dynamic, startup‑like environment.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Positive attitude with a focus on collaboration, learning, and celebrating team achievements.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Experience working in a health system, healthcare technology environment, or SaaS company preferred.</span></li><li style="color:rgb(0,0,0);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Experience in rapid‑growth or scaling organizations is a plus.</span></li></ul>