Why This Job is Featured on The SaaS Jobs
Support Engineering sits at a critical junction in SaaS: it is where product reliability, customer experience, and engineering execution meet in production. This listing stands out because it is positioned explicitly as a bridge between engineering and client-facing teams, with hands-on responsibility for diagnosing real-world issues across multiple products in a B2B software environment.
For a long-term SaaS career, the role offers repeat exposure to the operational realities that shape subscription businesses, including incident investigation, root-cause analysis, and the quality of integrations and APIs. The emphasis on writing scripts and database queries to resolve requests also builds a practical toolkit for working across application and data layers, a combination that transfers well across SaaS companies as products mature and customer expectations rise.
This role is best suited to professionals who like structured troubleshooting, clear written communication, and collaborating across functions without owning a full feature roadmap. It will fit someone comfortable moving between customer context and technical detail, and who prefers measurable outcomes such as reproducible bugs, actionable specs, and production fixes over abstract project work.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Job Title: Support Engineer
Company Overview:
Prompt is revolutionizing healthcare by delivering highly automated and modern B2B enterprise software to rehab therapy businesses, the teams within, and the patients they serve. We have established ourselves as the go-to platform in the space, are setting a new standard in healthcare technology, and are rapidly growing our market share. We are looking for a Support Engineer to support our SaaS products by bridging the gap between the engineering and client experience teams.
Why work for Prompt?
Big Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time.
Talented People: Prompt didn't happen by chance, it's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists.
Healthy Approach: This isn't an investment bank. At Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).
Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital.
Responsibilities
Work collaboratively with the product engineering, client experience, and AI engineering teams to identify and resolve issues across multiple products
Meet (virtually) with customers and internal stakeholders to diagnose potential issues
Reproduce, debug, and identify root causes of issues in production and development environments
Write detailed technical specifications for product engineers to reproduce and resolve identified issues
Write performant scripts and database queries to resolve issues and respond to stakeholder requests
Qualifications
3+ years of experience working as either a Support Engineer or as a Software Developer with customer-facing responsibilities
Working knowledge of MySQL or an equivalent relational database querying language (Postgres, MSSQL, etc.)
Ability to read and write code using at least one modern programming language
Comfortable using Chrome DevTools (or equivalent) to investigate and debug issues with web applications
Proven experience debugging complex API integrations
Ready to embrace a fast-paced environment, with rare requirements to work beyond standard hours
Strong communication skills and the ability to comfortably articulate your thoughts and decisions, including with senior leadership
Strong time management skills, including the ability to prioritize tasks and focus on the most pressing issues
Preferred (nice-to-have) Qualifications
Experience working in software development (especially using php, python, or modern javascript frameworks like vue and react)
Experience working in customer support or otherwise directly responding to customer issues
Knowledge of various AWS services like EC2, S3, Route 53, or CloudWatch
A background working in the healthcare industry
Prior startup and/or B2B SaaS technology organization experience
Perks - What you can expect:
Competitive salaries
Remote/hybrid environment
Potential equity compensation for outstanding performance
Flexible PTO
Company-wide sponsored lunches
Company paid disability and life insurance benefits
Company paid family and medical leave
Medical, dental, and vision insurance benefits
Discounted pet insurance
FSA/DCA and commuter benefits
401k
Credits for online fitness classes/gym memberships
Recovery suite at HQ – includes a cold plunge, sauna, and shower
Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Prompt Therapy Solutions, Inc is an E-Verify Employer.
