Product Engineer, Support

Job description

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? - Who you are: A support-first, customer-driven problem solver with strong technical instincts - Salary: $90K - $130K + equity (based on experience and location) - Time zone: Eastern Time Zone Why we need this role Junction powers modern healthcare companies through clean, reliable APIs. Our customers expect fast and accurate answers because they’re building patient-facing products that can’t break. - Customer obsessed: You like helping people unblock real problems - Technical at the core: You’re comfortable reading code and navigating logs - Support-minded: You see support as a craft, not a stepping stone - Impact-focused: You care about getting to the real root of a problem, not just the quickest workaround. This role is for an engineer who loves working directly with customers, investigating complex escalations, and delivering solutions that unblock customers. Who you’ll be working with - Eliot, Customer Support Lead — your manager and partner in building world-class support - Andy, Product Engineer (Support) — your peer, working daily in code and logs - The wider engineering, product, sales and ops teams — we’re ~35 people, flat and collaborative You’ll sit at the centre of how the company operates. What you’ll be doing day to day 1. Investigate and diagnose technical issues - Trace issues through logs and our services - Understand and reproduce errors to find the root cause - Share clear updates with customers and engineers 2. Think like an engineer, act like a support specialist - Read code to spot where things break - Use AI tools to speed up debugging - Make small fixes when appropriate, and escalate when needed 3. Deliver a great customer experience - Work with users from senior engineers to non-technical operators - Adjust your communication based on the audience - Respond quickly with accurate, thoughtful answers 4. Improve our documentation, tooling & processes - Write clear docs that reduce repeat questions - Build small tools or scripts to speed up your workflow - Flag recurring issues and suggest improvements Who you are We're especially interested in candidates with an engineering background who've moved into a support or customer-facing technical role. - You genuinely enjoy helping people. Unblocking customers gives you energy — support is something you take pride in. - You’re mission-driven. Building technology that improves healthcare matters to you. - You’re a technical problem solver. You like digging into complex issues, tracing through systems and thinking on your feet. - You’re comfortable in startup environments. Things move quickly, not everything is defined, and you help bring clarity. - You communicate clearly. You can explain technical things in a way that makes sense for whoever you’re speaking with. - You’re comfortable with code. You’ve spent a couple of years writing or debugging Python and can work through unfamiliar codebases confidently. How you’ll get to know us 1. Initial call - 30 minutes with Lyn, Technical Recruiter 2. Behavioural and Technical interview - 60 minutes with Eliot and Andy 3. Technical interview (live debugging pair programming) - 60 minutes with one of our Engineers 4. Paid trial day - learn what it would be like to work here and meet the rest of the team What is the current compensation package - $90K - $130K - 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 https://pages.junction.com/Where-we-hire-and-why-218d9955818e802ca48fd1702948e2e3 - We do not sponsor visas right now given our stage