Junior Support Engineer
đź“Ť Remote (Latin America-based; English-fluent)
About the Company:
Tricura Insurance Group is a next-generation, tech-enabled insurance and risk management company transforming how healthcare organizations protect, manage, and grow their operations.
We're a global, remote-first team with headquarters in New York, reshaping the future of healthcare insurance. By combining deep industry expertise with modern technology, we deliver smarter, faster, and more transparent insurance solutions across the continuum of care.
If you're motivated by impact, innovation, and purpose, you'll find your place here.
About the Role:
Tricura builds software for long-term-care and senior-living operators, turning clinical data from facility EHR systems into real-time alerts, compliance checks, and analytics. Our customers run dozens of facilities each, and the data behind every alert arrives through integrations we build and operate ourselves.
Two things gate how fast we grow: how quickly we bring a new customer's data online, and how quickly we answer when something looks wrong. Both currently land on senior engineers as interrupts. This role exists to own those workflows properly and give the engineering team room to focus on deeper product and technical work.
You're the first engineer on every incoming issue and every new customer connection. You diagnose before you escalate, run the onboarding sequence end to end, and write down how all of it works.
Most customer issues reach engineering through our Customer Success team. You'll work closely with CS to understand what the customer is experiencing, investigate what is actually happening, and provide a clear technical answer or next step. CS owns the customer communication; you own the technical investigation, resolution, and handoff.
This is an entry-level engineering role with a strong technical operations and support component. Some days you'll investigate an interesting production issue; other days you'll work through a detailed onboarding checklist or follow up on a missing access credential. The ability to approach both with the same level of care is central to succeeding in the role.
What You'll Do:
- First response and triage. Reproduce incoming issues and classify them: genuine defect, expected behavior, data or config problem, or a question that needs a clear explanation rather than a fix.
- Resolve what you can, escalate well. Own straightforward issues to closure. When something needs a senior engineer, hand it over with the reproduction, the logs and queries, and the diagnosis already narrowed — never a forwarded complaint.
- Use good judgment about when to stop investigating. Your job is to identify the problem, gather enough evidence to establish what is happening, and escalate deeper issues effectively — not to disappear down a multi-day engineering rabbit hole.
- Work closely with Customer Success. CS is typically the channel through which customer feedback reaches engineering. You'll turn incomplete or sometimes ambiguous reports into actionable technical investigations and give CS the information they need to respond back to the customer.
- Run customer onboarding operations. Drive new orgs and facilities from intake through provisioning: the access and credential sequence with each customer's EHR vendor, configuration in our platform, and verification that data is actually flowing before anyone calls it live.
- Manage the onboarding checklist end to end. Work through the required technical steps, identify what information or access is missing or incorrect, and coordinate the follow-up needed to get onboarding unstuck.
- Keep the pipeline visible. Every in-flight onboarding tracked with its real blocker and its real owner, in the issue tracker rather than in chat history.
- Investigate data and configuration issues. Use the available platform data, queries, logs, and source-system information to determine whether an issue originates in incoming data, configuration, or the application itself.
- Follow established technical procedures. Existing onboarding and support workflows are documented and intentionally step-by-step. You'll learn them, execute them consistently, and gradually become able to run them independently.
- Write the playbooks. Every recurring procedure becomes a runbook: the steps, the failure modes, what to check, when to escalate. This is the lasting output of the role, not an afterthought.
- Turn tribal knowledge into documentation. When you learn how to solve a recurring problem that currently lives in someone's head, capture it so another person can follow the same process without needing to ask.
- Follow QA-quality bug reporting standards. Reproduction steps, evidence, and issue descriptions should be consistent with the standards used by the QA team so that engineering receives actionable bugs.
- Ship small fixes. Config corrections, data-quality queries, verification scripts, well-scoped bug fixes, reviewed like any other change.
Who We're Looking For:
- 0–2 years of professional software experience, and a strong Computer Science / Engineering degree with real project work. We'll teach the domain; we won't teach how to think about a problem.
- Python and SQL. Read an unfamiliar Python codebase and follow what it does. Write SQL well enough to answer "is this customer's data actually correct?" unaided.
- Systematic debugging. Hypothesis, test, and the difference between a symptom and a cause. Comfortable saying "I reproduced it and here's why it happens."
- Strong signal-vs-noise judgment. You can distinguish a genuine defect from expected behavior, a configuration issue, bad or missing data, or a misunderstanding — and you don't automatically turn every customer complaint into a bug.
- Professional English fluency. Most of the job is written — triage notes, escalations, runbooks, status updates read by US-based colleagues.
- Clear communication. You can take a messy or incomplete problem statement and turn it into a structured explanation of what you know, what you tested, what remains unclear, and what needs to happen next.
- Comfort with ambiguity and process work. Some days are a genuinely interesting bug. Some days are chasing an access request through three parties. The role needs someone who treats the second with the same care as the first.
- Comfort learning from others. This is a junior role in a technically complex environment. You won't know everything, and that's expected. We value someone who can say "I don't know yet," ask a good question, and then learn from the answer.
- Attention to detail. Small differences in credentials, facility information, configuration, or incoming data can determine whether an onboarding succeeds.
- Ownership and follow-through. You don't need someone constantly reminding you which onboarding step is blocked or which investigation still needs an answer.
- Availability to work from 9 am to 6 pm EST.
Strong Plus:
- Internship, university, side-project, open-source, or other hands-on experience where you've actually built or debugged software.
- Experience working with technical support, QA, incident triage, NOC, or production operations.
- Experience investigating issues in software you didn't originally build.
- Experience working with databases and using SQL to validate whether data is correct.
- Experience creating technical documentation, runbooks, READMEs, troubleshooting guides, or similar materials that other people could follow.
- Experience working with healthcare, long-term care, senior living, EHR systems, or other regulated environments with real privacy constraints.
- Experience with AWS, Airflow-style or similar workflow orchestration, cloud data platforms, warehouses, or related infrastructure.
What Success Looks Like:
In the first months, you'll learn the onboarding and support workflows, become comfortable navigating the relevant systems, and begin handling routine cases with guidance. Over time, you'll be able to independently:
- Triage incoming issues and quickly determine whether they are bugs, configuration/data issues, expected behavior, or misunderstandings.
- Reproduce and document problems clearly enough for engineering or QA to act on them.
- Resolve routine support and configuration issues without pulling senior engineers into the work.
- Run customer onboarding through the required technical steps and identify exactly what is blocking progress.
- Keep onboarding status and ownership visible rather than allowing work to get lost in chat.
- Turn recurring problems and procedures into documentation that makes the next case faster and easier.
The longer-term goal is to make support and onboarding increasingly predictable, documented, and independent of senior engineers.
Why Join Tricura:
- Work at the intersection of software engineering, technical operations, and healthcare.
- Take ownership of two workflows that directly affect customer experience and company growth: onboarding and support.
- See more of the production system, more customers, and more real-world failure modes than you would on a narrowly scoped feature team.
- Work closely with experienced engineers and a named mentor from day one.
- Learn a modern Python and AWS stack in a small, high-autonomy engineering team.
- Build expertise in a complex clinical domain where the software has a real-world impact on how facilities care for residents.
- Fully remote 70+ person team across North & South America.
- High-growth environment with direct exposure to leadership.
- Mission-driven company improving healthcare through technology.
- Competitive USD compensation.
- Unlimited PTO.
How to Apply:
Please apply by sending your resume in English and a short note on why you're interested directly to Daria Stranadko, Head of People & Talent Development at Tricura: [email protected]
Note: If this role shows as “no longer accepting applications” on LinkedIn, we’re still reviewing candidates. You’re very welcome to apply directly via email.