Technical Support Engineer, Abstraction Technologies

| Greater NYC Area

Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research. We do this by organizing the world’s oncology information and making it useful for patients, physicians, life science companies, and investigators, in order to accelerate research and improve the quality of care.

Much of the available, real-world clinical data is unstructured and stored across thousands of disconnected community clinics, medical centers and hospitals. Our team builds Flatiron’s proprietary web-based platform used by our expert staff of oncology nurses and tumor registrars to extract key data points from clinical documents.

As a Technical Support Engineer, you will serve as the primary point of contact for our users as they utilize our platform to curate cancer data. This role is highly collaborative and focuses on ensuring our application is successfully empowering our users to work effectively. A Technical Support Engineer is self-motivated, can read and write code, and can handle a fast-paced environment while demonstrating excellent user empathy.

Responsibilities

  • Work with non-technical users to deeply understand reported issues, scenarios, and questions.
  • Work with product and engineering teams to investigate, prioritize, track, and resolve application issues.
  • Become a product expert and work cross-functionally across a wide variety of users and workflows.
  • Use SQL and other data processing tools to answer users’ questions and make data updates and corrections.
  • Build out documentation to support highly technical workflows.
  • Partner with application engineers to manage the release process and ensure new features are well-tested and meet users’ needs.

Requirements

  • Bachelor’s degree
  • Exceptional written and spoken communication skills and the ability to explain technical topics to non-technical audiences.
  • Experience working with relational databases and SQL.
  • Ability to develop hypotheses with limited information to quickly solve ambiguous or complex problems.
  • Experience managing and communicating with stakeholders while driving issue resolution and advocating for users.

Nice to Have

  • Experience working with agile scrum software engineering teams.
  • Experience working with web applications and high-level languages like Python.
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases

Location

Our office at One Soho is easily accessible and modern, and has all the amenities our employees need to be comfortable, productive and collaborative.

An Insider's view of Flatiron Health

What kinds of technical challenges do you and your team face?

An engineer and oncologist work together over several weeks to build an algorithm from a naive prototype to a highly specialized and flexible rule set that can accurately represent the lines of therapy for 95% of patients within a specific disease subset.

Abhishek

Software Engineer

How does the company support your career growth?

As engineering manager, I am invested in the professional development of the people I work with. I train team members by pulling them out of their comfort zones to the uncomfortable territory. At Flatiron, it is one of our values - greatness and comfort rarely co-exist.

Kevin

Software Engineer

What is your vision for the company?

At Flatiron, we believe that learning from the experience of every cancer patient is an imperative — it is the key to accelerating research and continuing to improve the quality of care. Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research.

Zach Weinberg

Co-Founder, President and COO

What's the biggest problem your team is solving?

Instead of studying the cells, I now have the opportunity to write about the patients. I can tell their stories through the research lens and enable them to advance clinical cancer research through their experiences. I certainly never lose sight of the human behind the cell anymore.

Rana

Medical Writer

What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

Flatiron has a holistic approach to employee experience. We promote a culture with wellness at the forefront.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
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