Healthcare Data Support Engineer

Job description

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease.

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

At Komodo Health, we are on a mission to reduce the global burden of disease. This role is central to that mission, serving as the critical link between our customers and the power of our Healthcare Map. You will ensure our clients have trust in our data, empowering them to make decisions that improve patient outcomes and advance healthcare innovation.

The Customer Support team ensures the success of our client engagements by providing expert technical support across the entire lifecycle. We solve complex data problems, provide clear and qualified answers, and ensure a smooth and reliable day-to-day operational environment for our customers.

The purpose of this role is to solve our customers’ most complex data challenges. As a key member of our Tier 2 support team, you will act as a definitive data detective for advanced inquiries that require deep analytical skill. Your charter is to partner with our Tier 3 and backend engineering teams to provide clear, accurate, and timely resolutions, ensuring the integrity of our data and the success of our client engagements.

Looking back on your first 12 months at Komodo Health, you will have…

• Demonstrated deep subject matter expertise in Komodo’s Healthcare Map by successfully managing a high volume of complex customer inquiries from investigation through to resolution.
• Established a strong feedback loop with our Data, Product, and Engineering teams by consolidating and presenting findings from customer investigations to influence product enhancements.
• Contributed significantly to the development and refinement of the Tier 2 support playbook, helping to standardize best practices and improve team efficiency.
• Forged trusted relationships with key internal partners and external customers, becoming a reliable guide in navigating and resolving critical, time-sensitive data issues.

These are the essential job duties you will be responsible for…

• Own the investigation and analysis of complex Tier 2 data inquiries using SQL, Python, and internal tooling, and partner with the Tier 3 team to escalate and resolve the most intricate cases.
• Serve as the primary technical point of contact for assigned support tickets, managing them from initial triage through to final resolution and root cause analysis.
• Communicate technical concepts and investigation results clearly to both technical and non-technical audiences, including customers, Account Managers, and Product teams.
• Contribute clear, concise content to our internal knowledge base and customer-facing documentation based on your investigation findings.
• Collaborate with Data Engineering, Product Management, and commercial teams to diagnose root causes and ensure proper pull-through of data asset changes.
• Synthesize learnings from support investigations to identify trends and provide data-driven recommendations for product and process improvements.

What you bring to Komodo Health (required):

• Expertise in querying and analyzing large-scale relational databases using SQL (Snowflake preferred).
• Proficiency in a scripting language, preferably Python, for data transformation and analysis.
• Deep familiarity with the US healthcare data ecosystem, including hands-on experience with patient-level data (e.g., medical/pharmacy claims, EHR).
• A proven analytical and consultative mindset, with the ability to deconstruct ambiguous problems and conduct rigorous analysis.
• Exceptional communication skills, with experience explaining complex technical topics to diverse audiences.
• Strong ownership and problem-solving abilities; you can manage competing priorities and drive investigations from start to finish with a high degree of autonomy.
• A collaborative approach, with experience working cross-functionally with Product, Engineering, and customer-facing teams to advocate for customer needs.

Expectations of AI Use in this role (required):

We encourage leveraging cutting-edge tools to enhance your impact. In this role, you could use GenAI to:

• Accelerate Investigations: Generate initial drafts of complex SQL or Python scripts for data exploration, allowing you to focus on verification and refinement.
• Improve Communication: Summarize technical findings and draft clear, non-technical explanations for customer-facing communications and internal stakeholder updates.
• Build Knowledge Faster: Automate the creation of first-draft knowledge base articles and documentation from your investigation notes and ticket histories.
• Identify Trends: Analyze patterns across support tickets to proactively identify emerging issues or opportunities for systemic improvements.

Additional skills and experience we’d prioritize (nice to have)…

• Familiarity with customer support and ticketing systems (e.g., Jira Service Management, Zendesk).
• Knowledge of cloud platforms and services (e.g., AWS).
• Experience working directly with life sciences customers or in a client-facing analytical role.

#LI-Remote

The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands.

The starting annual base pay for this role is listed below. This position is also eligible for commissions in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy.

San Francisco Bay Area and New York City:

$93,000—$115,000 USD

All Other US Locations:

$81,000—$105,000 USD

Komodo’s AI Standard

At Komodo, we’re not just witnessing the AI revolution – we’re leading it. This is a pivotal moment in time, where being first to market with AI transforms industries and sets the bar. We’ve already established industry leadership in leveraging AI to revolutionize healthcare, and we expect every team member to contribute. AI here isn’t optional; it’s foundational. We expect you to integrate AI into your daily work – from summarizing documents to automating workflows and uncovering insights. This isn’t just about efficiency; it’s about making every moment more meaningful, building on trust in AI, and driving our collective success.

Join us in shaping the future of healthcare intelligence.

Where You’ll Work

Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options.

What We Offer

Positions may be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors.

Equal Opportunity Statement

Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.