We’re changing the way people connect to social care. 

At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers. Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.

As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.

About the role

As a Product Support Engineer, you’ll be essential in supporting our customers with technical implementation, issue investigation, and code changes that support our mission to help all people in need. If you are ready to put your technical skills to use in a fast-paced environment where you make an impact with every task, you will fit in well with our team. 

What you'll do

• Own technical customer configurations for new implementations and roll out of product feature enhancements, working closely with our Customer facing teams to ensure business objectives are met
• Troubleshoot issues and implement fixes in support of the R&D teams
• Communicate effectively with internal cross-functional stakeholders and inform external communication
• Improve processes by producing tools and recommending automations to reduce turnaround times
• Implement key technical projects for roll out of new features to customers
• Develop internal processes, best practices, and documentation to improve efficiency and efficacy

Qualifications

• 3+ years of of experience working in a tier 2 technical support role (or related fields)
• Technically savvy: You have current Python experience (or Ruby on Rails experience for SchoolCare Platform). Related skills suffice with the ability to ramp up quickly and the desire to continue growing Python skills. You have database experience (SQL, NoSQL, key/value), both familiarity with  data models and the ability to write scripts to query databases. 
• Strong communicator: Your excellent written and verbal communication skills ensure you can deeply understand a situation and share investigation findings and next steps in a clear and comprehensive manner, positioning customers for success. 
• Agile problem-solver: You thrive in dynamic environments, quickly assessing shifting priorities and unexpected challenges to adjust your approach and maintain focus on critical outcomes. This ensures projects remain on track even when requirements evolve or unforeseen issues arise.
• Reliable owner: You take ownership of tasks and outcomes, following through diligently from inception to completion. You are proactively transparent about progress and potential roadblocks, ensuring commitments are met and expectations are reliably managed.
• Organized: You have a strong sense of organization and a process-minded approach, enabling others to learn from your work and build upon it for future investigations and implementations. 
• Calm under pressure: You effectively navigate high urgency situations, ensuring platform features function as expected and are implemented consistently and with high quality for all customers. 
• Familiarity with Jira, Git, and/or Google Cloud Platform (AWS for SchoolCare)
• Experience with a modern JS framework in a real project

Physical demands and work environment:

• This job is based on-site in Austin, TX with the opportunity to work remotely on Friday
• This is largely a sedentary role; standard office equipment is used, such as laptops, monitors and headsets, if needed   
• Limited travel may be required
• Availability to take on call shifts for one week on a regular rotation
• Availability to cover calls with customers after/before regular office hours

We value being together : We believe being together enables stronger relationships, collaboration, and culture.

This position is in office and candidates must be located in Austin, Texas or Madison, Wisconsin.

Perks at Findhelp 

• 401k & equity grants
• Free food and onsite gym at our Austin HQ 
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program

We’re building a diverse, inclusive team

You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff:

• Culture Committee 
• Leadership Development Training
• Paid Volunteering Time