Instinct Jobs
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We're hiring. See below for open positions.

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Production Support (Elixir) Engineer

October/November 2022

Meet Instinct 👋

Instinct Science is a growing Philadelphia-based animal health company working on unique technology solutions for state-of-the-art veterinary hospitals across the globe. 

 

We’re seeking an experienced Elixir Engineer to be the next member of our growing 50-person team. 

 

The Instinct team is fully distributed, so your geographic location doesn’t matter as long as you can overlap with our regular business hours (Mon-Fri 8 am - 5 pm ET). Work hours are flexible.

Position Summary 😺 

You will work alongside other experienced engineers to improve internal tools for our support team, focusing on data migration and admin tooling. Your contributions will greatly influence the usability and usefulness of our overall products and empower our internal customer support team to help with customer needs.

 

The ideal candidate is efficient, organized, detail-oriented, and motivated by challenging yet meaningful work that has the potential to shape an entire profession.

 

Day-to-day work will consist of the following:

 

  • Managing and maintaining partner relationships

  • Designing, building, documenting, and troubleshooting internal tooling 

  • Building new features, troubleshooting bugs, planning future dev work, reviewing teammate PRs, and taking ownership for our growing back-end application 

  • Working in partnership with a close-knit team that is working hard for a better product each day

We’re Looking for Someone With

  • At least 3 years of experience building back-end applications

  • Experience using Elixir and/or Erlang in production

  • Deep knowledge of API designs

  • Working knowledge of networking protocols and data interchange formats (e.g., TCP/IP, HTTP, FTP, SOAP, JSON, XML)

  • Working knowledge of relational databases

  • A high bar for code quality with belief in automated testing

  • Strong organizational skills and ability to manage multiple simultaneous engagements

  • Strong problem solving and analytical skills with experience to resolve problems efficiently

  • A desire to mentor and support a team of fellow developers

  • Ability to think through challenges and develop features that solve them elegantly

  • Ability to challenge and improve our current architecture

  • Excitement for building critical integrations for veterinary hospitals

Bonus Experience 💡

  • Previous experience as a remote engineer, preferably as part of a small team

  • Previous work on health care, medical records, veterinary, or enterprise software

  • Some experience managing external business relationships

Technology Used at Instinct 🧑‍💻

  • Elixir, Phoenix, Absinthe (GraphQL)

  • PostgreSQL, Redis

  • Javascript, Typescript, React, Apollo, Electron

  • Cypress, Jest, React Testing Library

  • Node

  • AWS

  • CircleCI

  • Docker

  • Papertrail, Sentry, Prometheus, Grafana

  • Github, Jira, Slack

A Sneak Peek at Team Instinct 🔭

The Instinct team consists of a unique mix of veterinary and technology experts who offer years of experience developing and commercializing point-of-care software for the veterinary industry. 

 

Instinct fosters a diverse, inclusive, transparent, and fun work environment. As a fully distributed team, we value teammates with strong communication and organizational skills. We’re building a company that reflects our care for every individual, treating each team member well by going out of our way to help one another in the short-term and pushing for growth in the long-term. 

We’re guided by one thing: helping veterinary hospital teams excel. To that end, your work contributions will greatly shape the workflows, staff happiness, and patient care for some of the most advanced veterinary centers on the planet.

 

Salary and Benefits Highlights 🌞
  • We offer a supportive, innovative, caring work environment.

  • We pay our team well (flexible based on experience, targeting $120,000 - $135,000 USD/yr).

  • We give our team owner-like flexibility over work and time off.

  • We offer health, vision, dental insurance, and 401K.

  • We offer a generous home office and professional development stipend.

  • We provide all-expense-paid travel to hospitals and our retreats.

Learn More About Us 👓

https://www.instinct.vet - Corporate website

 

https://pickthebrain.instinct.vet - Our blog called Pick the Brain that has articles that will help you understand a little more about how we engage and help our customers—besides writing awesome software.

Release Manager

October/November 2022

Meet Instinct 👋

Instinct Science is a growing Philadelphia-based animal health company working on unique technology solutions for state-of-the-art veterinary hospitals across the globe. 

We’re seeking an experienced Release Manager to be the next member of our growing team. The ideal candidate is efficient, organized, detail-oriented, and motivated by working on challenging yet meaningful work that has the potential to shape the entire profession. 

The Instinct team is fully distributed, so your geographic location doesn’t matter as long as you can overlap with our regular business hours (Mon-Fri 8 am - 5 pm ET). Work hours are flexible. However, this position is an on-call position and should be available for any issues and emergencies that arise outside of normal working hours.

Position Summary 😺 

You will be instrumental in delivering and maintaining high-quality software. Your contributions and leadership will greatly influence the usability and reliability of the product. 

 

Day-to-day work will consist of scheduling, managing, coordinating, and communicating releases across multiple teams and projects. Additionally, you will work closely with engineers to understand code merges and identify potential branching ramifications. You will also manage and mitigate risks and resolve issues regarding release quality and schedule. You will be part of a close-knit team that is working hard every day to create a better product.

Responsibilities May Include (but aren't limited to) 💪 

  • Create, update, and maintain the release process between the development, QA, and support teams.

  • Lead and maintain an internal release checklist for deployment execution.

  • Provide company-wide weekly release updates.

  • Review tickets approved in queue, batch releases, and notify the QA team for regression.

  • Review releases in progress and organize timing of each release—taking dependencies into account.

  • Schedule, manage, and coordinate releases across multiple teams and projects.

  • Work closely with engineers to understand code merges and identify potential branching ramifications.

  • Manage and mitigate risks and resolve issues regarding release quality and schedule.

  • Organize releases in our software development tool, Jira and tag tickets appropriately to releases.

  • Notify QA team members of the release plan.

  • Notify QA team members of testing deadlines based on release schedule.

  • Review release notes and identify any tickets that are missing from release notes.

  • Maintain release notes documentation page.

  • Communicate release notes with the support team.

  • Communicate and set expectations with the company on deployment timing.

  • Coordinate deployment timing with the development team, demo team, and/or sales team, as needed.

  • Smoke test releases manually and/or using an automated smoke test suite, once release is deployed to production.

  • Monitor internal logs following production deployments.

  • Coordinate and assist with deployments for all hotfixes/fires to production.

  • Continuously improve the release lifecycle.

  • Be available and on-call for any issues and emergencies that arise outside of normal working hours.

We’re Looking for Someone With

  • At least 3+ years of experience managing and deploying releases, preferably with sophisticated software

  • Experience writing release notes and communicating deployment timelines

  • Experience with Jira or a similar software development tool

  • Experience executing automated test suites with Webdriver IO or a similar automation framework

  • Familiarity with Github or other modern code repositories

  • Knowledge of modern devops practices

  • Experience with Google Sheets and Excel

  • Strong knowledge of software development and testing processes and methodologies

  • Experience working closely with cross-functional teams, including development, QA, and support teams

  • Excellent skills communicating with technical and non-technical teammates

  • Strong written communication skills

  • Exceptional attention to detail and excellent time-management skills

  • Problem-solving and critical thinking skills, with the ability to make sound decisions under pressure

  • Extensive experience managing multiple tasks and projects

Bonus Experience 💡

  • Experience with CircleCI and Papertrail

  • Experience writing automated tests using JavaScript or similar language

  • Familiarity with Elixir

  • Experience with Notion

  • Zephyr test case management or other testing repositories

  • Working efficiently as part of a distributed team

  • Veterinary or healthcare industry experience

A Sneak Peek at Team Instinct 🔭

The Instinct team consists of a unique mix of veterinary and technology experts who offer years of experience developing and commercializing point-of-care software for the veterinary industry. 

 

Instinct fosters a diverse, inclusive, transparent, and fun work environment. As a fully distributed team, we value teammates with strong communication and organizational skills. We’re building a company that reflects our care for every individual, treating each team member well by going out of our way to help one another in the short-term and pushing for growth in the long-term. 

We’re guided by one thing: helping veterinary hospital teams excel. To that end, your work contributions will greatly shape the workflows, staff happiness, and patient care for some of the most advanced veterinary centers on the planet.

 

Salary and Benefits Highlights 🌞
  • We offer a supportive, innovative, caring work environment.

  • We pay our team well (flexible based on experience, targeting $80,000 - $100,000 USD/yr).

  • We give our team owner-like flexibility over work and time off.

  • We offer health, vision, dental insurance, and 401K.

  • We offer a generous home office and professional development stipend.

  • We provide all-expense-paid travel to veterinary hospitals and our retreats.

Learn More About Us 👓

https://www.instinct.vet - Corporate website

 

https://pickthebrain.instinct.vet - Our blog called Pick the Brain that has articles that will help you understand a little more about how we engage and help our customers—besides writing awesome software.

Customer Success Manager

October/November 2022

Meet Instinct 👋

Instinct Science is a growing Philadelphia-based animal health company working on unique technology solutions for state-of-the-art veterinary hospitals around the globe. 

We’re seeking an experienced Customer Success Manager to be the next member of our growing team. 

The Instinct team is fully distributed, so your geographic location doesn’t matter as long as you can overlap with our regular business hours (Mon-Fri 8 am - 5 pm ET).

Position Summary 😺 

The Customer Success Manager provides support for customers as they transition from sales prospects to active users. In this role, you would be focused on building close, long-term relationships and working directly with users to help solve their problems and ensure they are satisfied using Instinct products. This role will work closely with customer support managers to document trends in customer concerns and be well-versed in product functionality to offer insight and tips on how to use features. This role will also work alongside upper management to promote customer retention and an overall positive experience with the Instinct brand.

Responsibilities May Include (but aren't limited to) 💪 

  • Build close, long-term relationships with customers by taking a hands-on approach to demonstrate what best-in-class customer support looks like.

  • Help bridge the gap between sales and customer support by ensuring customer feedback is shared internally within the company.

  • Have a 'high-level view' of the entire support/implementation process to better understand customer needs, feedback, and opportunities for improvement.

  • Review customer complaints/concerns via email, support chat, and in meetings. Assist the Director of Customer Success with developing action plans and conveying confidence that we are here to help.

  • Focus on adding value and reducing churn by increasing customer retention, solving customer issues, and driving customer satisfaction.

  • Maintain a detailed understanding of products and services.

  • Strong leadership, organization, and presentation skills to lead customer meetings virtually and in person.

  • Build trust and transparency with customers.

  • Handle upset customers tactfully and diplomatically to ensure retention.

  • Generate excitement for new features by keeping high touch, low touch, and partners updated on development progress.

  • Identify upselling opportunities organically, including transitioning Instinct Treatment Plan customers to Instinct EMR and other value-added features/functionality.

  • Inspire and drive Customer Success culture across the company.

  • Assist in creating/leading Instinct Academy webinars to offer additional training and share best practices with customers.

  • Promote an energetic fan base for products and locate brand ambassadors to share the product's benefits and value.

We’re Looking for Someone With

  • BS/BA degree in business or equivalent education/experience preferred.

  • 3-5 years combined background of customer success, sales, and/or support experience preferred.

  • 5+ years of recent experience in the veterinary field or working in an animal environment.

  • Industry knowledge, with a general understanding of how veterinary hospitals operate.

  • Strong empathy for customers and passion for revenue and growth.

  • Exceptional written and verbal communication skills.

  • Accountability and personal organization are essential.

  • Deep understanding of customer concerns and opinions regarding the use of Instinct products, and the ability to troubleshoot as needed

Bonus Experience 💡

  • Licensed/Certified Veterinary Technician or other veterinary hospital experience

A Sneak Peek at Team Instinct 🔭

The Instinct team consists of a unique mix of veterinary and technology experts who offer years of experience developing and commercializing point-of-care software for the veterinary industry. 

 

Instinct fosters a diverse, inclusive, transparent, professional, and fun work environment that values balance. As a fully distributed team, we seek teammates with strong communication and organizational skills. We’re building a company that reflects our care for every individual, treating each team member well by going out of our way to help one another in the short-term and pushing for growth in the long-term. 

 

We’re guided by one thing: helping veterinary hospital teams excel. To that end, your work contributions will greatly shape the workflows, staff happiness, and patient care for some of the most advanced veterinary centers on the planet.

 

Salary and Benefits Highlights 🌞
  • We offer a supportive, innovative, caring work environment.

  • We pay our team well (base plus commission, targeting $60,000 - $100,000 USD/yr).

  • We give our team owner-like flexibility over work and time off.

  • We offer health, vision, dental insurance, and 401K.

  • We offer a generous home office and professional development stipend.

  • We provide all-expense-paid travel to veterinary hospitals and our retreats.

Learn More About Us 👓

https://www.instinct.vet - Corporate website

 

https://pickthebrain.instinct.vet - Our blog called Pick the Brain that has articles that will help you understand a little more about how we engage and help our customers—besides writing awesome software.

Hospital Training & Support Expert

October/November 2022

Meet Instinct 👋

Instinct Science is a growing Philadelphia-based animal health company working on unique technology solutions for state-of-the-art veterinary hospitals across the globe. 

We’re seeking an experienced Hospital Training & Support Expert to be the next member of our growing team. 

The Instinct team is fully distributed, so your geographic location doesn’t matter as long as you can overlap with our regular business hours (Mon-Fri 8 am - 5 pm ET).

Position Summary 😺 

The Hospital Training & Support Expert has extensive knowledge of Instinct Science software platforms and provides high-quality training and customer support to all new and existing Instinct hospitals. This role supports new Instinct hospitals through the training and go-live process and supports existing Instinct hospitals with additional training as needed.

Responsibilities May Include (but aren't limited to) 💪 

  • Responsible for keeping up with and understanding newly released software features and updates.

  • Assist in troubleshooting potential software issues and providing technical assistance to hospitals.

  • Support and cover a variety of online customer support shifts.

  • Assist in answering Support email questions, requests, and concerns.

  • Lead and assist with both virtual and on-site hospital Go-lives. 

  • Present demos on all aspects of Instinct Treatment Plan and Instinct EMR software, both in person and virtually. 

  • Perform webinars for Instinct Academy and additional hospital training as requested.

  • Create and maintain training materials, support guides, and release announcements. 

  • Ensure online training articles are updated as new features are released. 

  • Record video training presentations on various topics for Instinct Treatment Plan and Instinct EMR.

  • Ensure reference materials are created and updated to help support team members answering customer chats or emails.

We’re Looking for Someone With

  • At least 2-3 years experience in a veterinary clinic/hospital setting.

  • Excellent people skills, with the patience to walk customers through issues or questions in a step-by-step fashion.

  • Outstanding written and verbal communication skills as well as problem-resolution and analytical skills. Ability to interact and successfully communicate across multiple levels of the organization is a must. 

  • Experience with staying organized and making sound decisions under pressure.

  • Proven ability to manage multiple incoming questions or issues via the 24/7 live chat and support email. 

  • Understanding of veterinary terminology and basic veterinary medical knowledge. 

  • Ability to lead a software install by guiding hospital staff effectively, for a successful customer experience. 

  • Ability to present material to small and large groups.

  • Availability to work overnights and weekends as needed. 

  • Ability to travel up to 25% of the time.

  • Physical requirements/work environment: Work is primarily sedentary in nature due to the office responsibilities; however, frequent travel is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A Sneak Peek at Team Instinct 🔭

The Instinct team consists of a unique mix of veterinary and technology experts who offer years of experience developing and commercializing point-of-care software for the veterinary industry. 

 

Instinct fosters a diverse, inclusive, transparent, professional, and fun work environment that values balance. As a fully distributed team, we seek teammates with strong communication and organizational skills. We’re building a company that reflects our care for every individual, treating each team member well by going out of our way to help one another in the short-term and pushing for growth in the long-term. 

 

We’re guided by one thing: helping veterinary hospital teams excel. To that end, your work contributions will greatly shape the workflows, staff happiness, and patient care for some of the most advanced veterinary centers on the planet.

 

Salary and Benefits Highlights 🌞
  • We offer a supportive, innovative, caring work environment.

  • We pay our team well (flexible based on experience): $50,000 - $65,000 USD/yr.

  • We give our team owner-like flexibility over work and time off.

  • We offer health, vision, dental insurance, and 401K.

  • We offer a generous home office and professional development stipend.

  • We provide all-expense-paid travel to veterinary hospitals and our retreats.

Learn More About Us 👓

https://www.instinct.vet - Corporate website

 

https://pickthebrain.instinct.vet - Our blog called Pick the Brain that has articles that will help you understand a little more about how we engage and help our customers—besides writing awesome software.

Instinct Science is a greater Philadelphia-based animal health company that helps the world’s state-of-the-art veterinary practices streamline their care through medically-driven invoicing and thoughtful automation. Find out more at www.instinct.vet.

Instinct is an equal opportunity employer committed to providing a work environment free from harassment or discrimination in any form. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, family or parental status, national origin, ancestry, veteran, or disability status.

DISCLOSURE REGARDING BACKGROUND INVESTIGATION

Instinct Science ("the Company”) may obtain information about you from a third-party consumer reporting agency for employment purposes.  Thus, you may be the subject of a “consumer report” which may include information about your character, general reputation, personal characteristics, and/or mode of living.  These reports may contain information regarding your criminal history, social security verification, motor vehicle records (“driving records”), verification of your education or employment history, or other background checks.  

 

These searches will be conducted by TriCor Employment Screening, 110 Blaze Industrial Pkwy Suite C, Berea, OH 44017, (800) 818-5116, and https://tricorinfo.com.

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