Technical Support

About the Role

We are looking for a Technical Support Developer contractor to join the Pharmetika team. This is a technically hands-on role sitting at the intersection of engineering and client support. You will be the first line of defense when something breaks - diagnosing issues, resolving them directly when possible, and writing up clear, thorough escalation reports when they need to go deeper into the engineering team.

The ideal candidate has enough technical background to understand how web applications work, communicates exceptionally well, and takes pride in turning a messy client-reported problem into a well-documented, actionable issue. This role requires schedule flexibility, including occasional weekend availability to resolve time-sensitive client issues.

What You Will Do

• Triage and diagnose technical issues reported by clients across our Vue-based SaaS platform
• Investigate problems and identify whether they are frontend, backend, or data-related - and route them accordingly
• Resolve issues directly when within scope, or escalate with a clear, complete write-up that any engineer can pick up and run with
• Write issue descriptions that capture reproduction steps, environment context, expected vs. actual behavior, and relevant logs or data
• Collaborate with the engineering team to surface recurring bugs and contribute to planning
• Support internal teams and external partners with technical questions about integrations, data, and platform behavior
• Contribute to documentation and internal knowledge bases to reduce repeat escalations
• Work flexible hours as needed, including weekends, when client-facing issues require prompt resolution
• Reference: Virw6STqjTZwalPWFAwvEtVplr2KzDrd8J68phFdlSOtJPZstoAeo337ve5zsyQb

What We Are Looking For

Required:

• 2+ years of experience in a technical support, support engineering, or web application development role
• General understanding of how web applications work - enough to distinguish a frontend display issue from a backend or data problem
• Comfort working with REST APIs - understanding what a request and response look like and how to read an error
• Familiarity with a component-based frontend framework (Vue, React, or similar) - you do not need to build features, but you should be able to read code and understand what it is doing
• Comfort navigating Linux/Unix systems via command line
• Strong written communication skills - fluent English, with the ability to write issue reports that are clear, precise, and complete
• Strong critical thinking - you approach problems methodically and do not stop at the first plausible explanation
• Ability to work a flexible schedule, including occasional weekend coverage

Preferred:

• Experience with MySQL or PostgreSQL - basic query writing to investigate data issues
• Familiarity with B2B SaaS platforms or API-based integrations
• Experience in healthcare, pharmacy, or other regulated environments
• Familiarity with structured issue tracking workflows

Tech Environment

• Frontend: Vue 3, JavaScript
• Backend / API: RESTful APIs, MySQL
• Tooling: Linear, Git/GitHub, Linux/Unix