Support Engineer

Nest Genomics is transforming how healthcare systems offer genomic services. Our platform delivers a turnkey solution to implement genomic-based programs in everyday care, from patient identification to long-term management. Nest is implemented in major health systems and hundreds of clinics across the country, and we’re just getting started.

We’re hiring a Support Engineer to serve as the technical bridge between our customers, their patients, and our product team. This is a high-impact, cross-functional role for a technically-minded professional with a background in life sciences who enjoys deconstructing complex problems and ensuring our software performs flawlessly in clinical environments. It’s a great fit for someone with experience in genetics or clinical research—such as a Genetic Counselor (GC), Genetic Counseling Assistant (GCA), or Research Coordinator—who has a natural aptitude for technology and wants to work at the intersection of genomics and software engineering.

How You’ll Contribute

• Be the front line for customer support -  Respond to customer questions, troubleshoot issues, and help ensure customers have a smooth and positive experience using the Nest platform.
• Create structure and repeatable processes -  Build and improve workflows for handling support requests, tracking follow-up, documenting recurring issues, and making sure nothing falls through the cracks.
• Help build scalable support systems - Identify patterns in customer questions and internal work, create templates and documentation, and help build a more efficient and consistent support function as we grow. Use AI tools to streamline support operations, improve documentation, surface insights, and increase team efficiency over time.
• Work closely with product & engineering - Triage bugs, document issues clearly, test fixes, and help translate customer feedback into actionable product improvements.
• Be hands-on on the platform. Review cases, investigate support tickets, validate workflows, and help with configuration, content updates, and quality checks as needed.
• Build strong customer relationships. Join customer calls, communicate clearly and professionally, and become a trusted point of contact for questions, follow-up, and issue resolution.

Our Ideal Candidate Will Have

• Life Sciences Foundation: Professional experience in life sciences, healthcare, or clinical research. 
• Technical Curiosity: You may not be a full-stack developer, but you aren't afraid of APIs, database queries, or looking at logs. You are "tech-forward" and learn new software systems faster than your peers.
• Analytical Problem-Solving: You don't just "fix" things; you want to know why they broke. You are resourceful and can manage an issue from initial report to verified technical resolution.
• Strong Communicator: Clear, concise writer and communicator who can explain issues simply and effectively to both internal teams and external customers.
• Cross-functional collaboration: Excited to work closely with product, engineering, and clinical team members in a fast-moving startup environment.
• Process Mindset: You enjoy building repeatable systems and documentation that help a support function scale alongside a growing company.
• Startup Adaptability: You are proactive, comfortable with ambiguity, and ready to jump in wherever needed to improve the business and the customer experience.

Nice to Have

• Direct experience as a Certified Genetic Counselor or GCA.
• Familiarity with EMRs, HL7/FHIR integrations, or healthcare data security standards.
• Experience using SQL or developer tools to investigate data issues.
• Previous experience in a SaaS environment or supporting clinical software.

If you’re excited to help patients and providers by bringing genetics into routine care, and you enjoy solving problems, supporting customers, and working across teams, we’d love to hear from you. Apply now and help build the future of genomics!