Technical Support Engineer

Junction

Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables, lab tests, and patient–doctor interactions, we’re entering an era where data is abundant. Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is simple but ambitious: use health data to unlock unprecedented insight into human health and disease. If you're passionate about how technology can supercharge healthcare, you’ll fit right in. Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we’re working to solve one of the biggest challenges of our time: making healthcare personalized, proactive, and affordable. We’re already connecting millions and scaling fast. Short on time? TL;DR You: A high-agency CSM who makes things happen without being asked, is comfortable in commercial conversations, and gets genuinely energized by a technically complex product in a mission-driven space Us: A CS team of 4 managing ~40 accounts each, scaling into new segments and raising the bar on how we serve customers Salary: $120,000 – $150,000 base + bonus + equity Location: Fully remote (EST timezone required) Why we need you Our customer base spans digital health platforms, wearable companies, and health systems – and we’re growing fast in all three. Our CS team is great, but we’re stretched - so we’re on the path to make shifts. The reactive work gets done — onboarding questions, troubleshooting, support coordination. The proactive work is where we’re falling behind: running useful QBRs, spotting expansion opportunities, and catching churn risks early. This hire is about adding someone with real horsepower. You’ll own a focused book of business – primarily in our digital health segment – from onboarding all the way through renewal and expansion. You’re comfortable in commercial conversations: talking about pricing, pushing on upsell opportunities, and making the case for value when a customer is on the fence. You adapt your approach depending on who you’re talking to – a technical founder needs a completely different conversation than a head of ops, and you can tell the difference quickly. You’ll also need to genuinely enjoy learning how things work. Junction’s product is technical – APIs, data integrations, health data workflows – and the best person for this role is curious about that, not intimidated by it. You’ll work closely with our CS Leader and feed directly into product and engineering with what you’re hearing from customers. What you’ll be doing day to day * Own a portfolio of 25–40 accounts across our digital health and mid-market segment * Run onboarding for new customers and get them to their first meaningful milestone as quickly as possible * Conduct quarterly business reviews that are actually useful – not just status updates, but conversations that move things forward * Proactively identify upsell and cross-sell opportunities and work with our sales team to close them * Build a real pulse on account health – usage data, engagement signals, renewal risk – and get ahead of problems before they become urgent * Be the voice of your customers internally. Bring patterns, feedback, and frustrations to product and engineering in a way they can act on * Help define what great CS looks like for wearable and digital health customers – this is still evolving and you’ll have a real hand in shaping it * Bring a point of view on how AI tools can make CS work faster and smarter - we have budget and appetite to build this into how the team operates How we measure success The metrics that matter most for this role: * Renewal rate across your book of business * Expansion revenue from upsells and cross-sells * Time-to-value (TTV) for new customers – how quickly they hit their first milestone * Customer satisfaction (NPS/CSAT) across your accounts What we’re looking for * High agency: You don’t wait to be told what needs doing. You spot problems, form a view, and act. You have examples of things you went after in a previous role that nobody asked you to do. * Commercial confidence: You’re comfortable having pricing and renewal conversations directly. You know how to make the case for value, push on upsell opportunities, and hold a number without hiding behind ‘I’ll loop in sales.’ * Adaptability: You read the room quickly and flex your approach. A technical founder and a VP of operations need completely different conversations, and you know how to have both. * Technical curiosity: You’ve worked with a technical product – APIs, developer tools, data platforms, or similar – and you actually enjoyed getting into how it works. You have a method for learning things you don’t understand yet. * CS experience: 3–6 years owning accounts end-to-end. You’ve managed 20–50 accounts at a time and know how to stay on top of them without things slipping. * Early-stage background: You’ve worked at a Seed through Series C company. Things were ambiguous, processes were still being built, and that energized you rather than frustrated you. * Bring a point of view on how AI tools can make CS work faster and smarter — we have budget and appetite to build this into how the team operates. You don’t need to tick every box to fit in here. If the problems we’re solving genuinely interest you and you know you can contribute, we’d love to talk. What this role isn’t * You want a fully defined playbook from day one – we’re still building ours and you’ll have a hand in writing it * You prefer reactive CS – most of the value in this role comes from going out and making things happen, not responding to inbound * You’re not comfortable owning commercial conversations – renewals, upsells, and pricing discussions are part of the job, not something to escalate away * You want to specialize – you’ll touch onboarding, retention, expansion, and internal feedback loops, often in the same week * Technical products make you uncomfortable – Junction’s API-first platform requires genuine curiosity about how things work, not just a surface-level understanding How you'll be compensated * Salary: $120,000 – $150,000 base + bonus + equity * Your salary is dependent on your location and experience level * Equity (extended exercise post 2 years of employment) * Company and team offsites * Monthly learning budget of $150 for personal development and productivity * $100 monthly wellness budget * Flexible, remote-first working - including $1K for home office equipment * Coworking budget * 36 days paid time off (including bank holidays) * Premium healthcare coverage * 4% monthly contribution to pension/401k * Yearly blood test on us * Enhanced parental, foster, and adoption leave Important details before applying: * We only hire folks physically based in GMT and EST timezones - more information here * We do not sponsor visas right now given our stage

Junction

Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables, lab tests, and patient–doctor interactions, we’re entering an era where data is abundant. Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is simple but ambitious: use health data to unlock unprecedented insight into human health and disease. If you're passionate about how technology can supercharge healthcare, you’ll fit right in. Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we’re working to solve one of the biggest challenges of our time: making healthcare personalized, proactive, and affordable. We’re already connecting millions and scaling fast. Short on time? TL;DR * You: Can define what should be measured, how it should be modeled, and how those insights should shape product and company decisions. * Ownership: You’ll own Junction’s highest-leverage statistical, modeling, and evaluation work across diagnostics, clinical workflows, and AI-enabled product development. * Scope: This is not a pure IC modeling role and not a reporting role. You’ll set the methodology, research roadmap, and decision framework for how Junction uses data to drive product, clinical, and business outcomes. * Salary: $180,000 – $220,000 + equity * Location: Fully remote (EST timezone only) Why we need you Junction sits in the flow of high-value diagnostics and clinical data. As the company grows, our advantage moves beyond just having data to having the ability to turn it into reliable intelligence improving product decisions, customer outcomes, and the performance of the business. Some of that work exists today, but it is not yet owned as a coherent function. Models get built. Analyses get done. Experiments answer local questions. But we need someone who can define the broader scientific and analytical system: what we should measure, what methods we trust, where modeling creates real leverage, and how that work translates into products and decisions that hold up outside a demo. We’re hiring our first Data Scientist to take ownership of, and establish that standard. This role will lead Junction’s most important modeling, experimentation, and evaluation work. You’ll partner closely with data, product engineering and leadership teams to drive the analytical roadmap by which Junction can leverage differentiated value from data. What you’ll be doing day to day * Own the research and modeling work underlying Junction’s highest-priority data science opportunities across diagnostics, clinical workflows, and AI-enabled product features * Define rigorous frameworks for measurement, experimentation, and causal evaluation so we can distinguish signal from noise and make decisions we can defend * Lead development of predictive models, segmentation approaches, risk or routing logic, and other statistical systems that directly inform product and business strategy * Build the analytical foundation behind customer-facing features — from model development through to validation and performance tracking * Partner with engineering and data engineering to ensure models and analytical systems can be put in production, are reliable, and useful in real workflows * Establish how Junction evaluates data-driven and AI-enabled features, including methodology, quality thresholds, monitoring, and performance review * Communicate complex technical findings clearly to technical and non-technical stakeholders, including tradeoffs, limitations, and implications for action Requirements * Strong track record of leading high-stakes analytical work that influenced product, operational, or business decisions * Deep foundation in statistical inference, experimental design, observational analysis, and model evaluation * Strong Python and/or R skills, with experience working on large, messy real-world datasets * Experience building predictive or decision-support models in production or near-production environments * Experience partnering closely with engineering to move work from analysis or prototype into deployed systems * Ability to operate at both strategic and hands-on levels: defining the roadmap while also getting into the details when needed * Strong communication and stakeholder management skills; able to explain methods, findings, and tradeoffs to executives as well as technical peers * Comfort operating in a startup environment with ambiguity, limited structure, and high ownership Nice to have * Experience designing, executing, and publishing research studies * Experience with HIPAA, PHI, or other regulatory clinical frameworks * Deep familiarity with modern data tooling and production workflows across warehouses, orchestration, and transformation layers * Experience developing, deploying, and designing evaluation frameworks for LLM or AI-powered features in customer-facing products * Expertise directly working with healthcare, diagnostics, lab data, wearable data, and other clinical data * Experience applying causal inference methods, such as diff-in-diff, propensity scoring, or instrumental variables in practice What this role isn’t * Not an analytics role focused on dashboards, reporting, or one-off analysis * Not an ML platform role — you won’t own infrastructure or tooling * Not a good fit if you mainly want to experiment with models or AI ideas without being accountable for how they perform in production * Not a good fit if you struggle with ambiguity. Knowing what to work on is part of the job How you'll be compensated * Salary: $180,000 – $220,000 + equity * Your salary is dependent on your location and experience level * Equity (extended exercise post 2 years of employment) * Company and team offsites * Monthly learning budget of $150 for personal development and productivity * $100 monthly wellness budget * Flexible, remote-first working - including $1K for home office equipment * Coworking budget * 36 days paid time off (including bank holidays) * Premium healthcare coverage * 4% monthly contribution to pension/401k * Yearly blood test on us * Enhanced parental, foster, and adoption leave Important details before applying: * We only hire folks physically based in GMT and EST timezones - more information here * We do not sponsor visas right now given our stage

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Metronome, now part of Stripe, is the leading usage-based billing platform built for modern software companies. With Metronome, companies can launch products faster, offer any pricing model, and streamline finance workflows without writing code. Our platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers, saving them hours of development time and manual invoicing and enabling them to use consumption data to better serve their customers. Our customers love our product and approach, and we’re humbled to work with amazing companies like OpenAI, NVIDIA, Confluent, and Anthropic. WHAT YOU’LL DO As a member of our technical support engineering team, you will be on the front lines providing world-class customer service. As part of our engineering organization, you will become an expert on our product and partner closely with Metronome's engineers, customer success, solutions architecture, and growth teams, as well as our customers' developers. Your primary responsibilities will include handling customer escalations through our ticketing system, using internal observability tools to diagnose and scope customer-facing issues, collaborating directly with customers via Slack and other channels, and developing internal tools and documentation to improve the support experience. Since we view every support escalation as an opportunity to learn, both as individuals and as a company, you will play a critical role in providing feedback to our product team on common challenges and influencing our product roadmap. Through your interactions with individual customers, you will help improve our product for everyone. Your work will play a crucial role in ensuring our customers' success and the continued effectiveness of their integration with Metronome. RESPONSIBILITIES * Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality. * Troubleshoot any issues that arise from customers and diagnose any blockers. Escalate issues with customer context to the engineering team. * Develop internal tools to automate customer workflows that are currently unavailable in our product. Provide feedback on recurring patterns and advocate for addressing feature gaps in the product. * Design and assist in implementing a comprehensive knowledge base to assist customers with using our product. WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 2+ years of work experience in a B2B customer-facing technical support organization or in engineering * Experience working closely with engineering teams and providing technical feedback on customer issues * Ability to debug and triage bugs and escalations from customers * Can communicate technical capabilities of the product to customers * Experience writing scripts or internal tools using APIs, and functional knowledge of SQL * Strong written and verbal communication skills, with the ability to break down complex technical concepts clearly * A mindset of customer empathy and ability to solve challenging problems PREFERRED QUALIFICATIONS * Experience as an early or founding member of a support team, including building processes from scratch * Startup experience and familiarity with scaling a support team * Programming experience in one or more of Typescript, Python, or Ruby * You have worked on modern enterprise software which is business critical * Experience creating knowledge base articles and internal documentation * Familiarity with at least one ticketing system, such as Pylon, Zendesk, Front, or similar