Proactive Support Engineer

Komodo Health is dedicated to reducing the global burden of disease through smarter data use. The Proactive Support Engineer will enhance the customer experience by anticipating client needs and implementing strategies to reduce support friction, ensuring life sciences innovators can leverage the Healthcare Map effectively.

Responsibilities:

• Analyze support ticket data, product usage logs, and customer feedback from GTM teams to identify systemic trends and root causes of customer friction
• Design, lead, and measure the impact of cross-functional projects with Product, Engineering, and Customer Success to address identified issues and prevent future support cases
• Partner with Technical Support leadership to build programs that empower the team to move from reactive problem-solving to proactive customer education and enablement
• Develop and maintain the strategic roadmap for customer self-service channels, prioritizing content and feature enhancements based on their potential to deflect support tickets
• Collaborate with our Product Marketing and Enablement teams to ensure new features are launched with comprehensive support plans that anticipate user questions
• Create and deliver reports and dashboards for leadership, providing clear visibility into case trends, project status, and the ROI of proactive support initiatives

Requirements:

• Data-Driven Problem Solving: A strong ability to synthesize quantitative (ticket volume, usage metrics) and qualitative (customer feedback) data to identify root causes and formulate actionable plans
• Cross-Functional Project Leadership: Proven skill in leading complex projects across multiple teams, influencing without direct authority, and holding stakeholders accountable to drive results
• Strategic and Analytical Thinking: The capacity to see the bigger picture and develop a long-term strategy for proactive support while simultaneously managing the tactical details of execution
• Influential Communication: The ability to clearly articulate complex problems, proposed solutions, and results to a wide range of audiences, from technical engineers to executive leaders
• Deep Customer Empathy: A genuine passion for understanding and solving customer problems, serving as a powerful advocate for the user in all internal discussions
• Understanding of Technical Support Ecosystems: Familiarity with the core components of a modern support stack, including CRMs (like Salesforce Service Cloud), knowledge bases, and analytics tools
• Utilize GenAI for advanced thematic analysis of support tickets to rapidly identify emerging trends and sentiment shifts that signal underlying product issues
• Leverage GenAI to draft and refine knowledge base articles, FAQs, and proactive customer communications, accelerating content production and ensuring a consistent tone
• Explore GenAI applications to personalize self-service recommendations for users based on their role, product usage, and historical support interactions
• Experience within the healthcare, life sciences, or health-tech industry
• Familiarity with Komodo Health's product suite or other complex healthcare data platforms
• Formal training or practical experience with Knowledge-Centered Service (KCS) methodologies
• Hands-on experience with BI tools (e.g., Tableau, Looker) and/or a working knowledge of SQL for data extraction and analysis
• Location flexible to NYC or SF hybrid, and remote