Technical Support Engineer

Role overview

This shift-based technical support role bridges healthcare customers and internal engineering teams for a clinical AI platform used in medical centers worldwide. The position emphasizes production incident response, deep troubleshooting across distributed systems, and proactive customer communication within a fast-paced SaaS environment.

Responsibilities

- Serve as the primary technical owner for complex customer issues and escalations spanning multiple systems and services - Coordinate incident response by triaging production alerts, partnering with engineering, and documenting incidents through resolution - Diagnose production issues using logs, system metrics, SQL queries, and analysis of distributed system behavior to identify root causes - Develop and maintain troubleshooting documentation, runbooks, and operational processes that strengthen overall platform reliability - Share technical insights and best practices with the broader support organization as an internal technical resource

Requirements

- At least two years of experience in technical support, production support, technical operations, or a similar customer-facing technical role - Strong troubleshooting and analytical skills, with proficiency using SQL to investigate data and identify root causes - Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers - Demonstrated success partnering with engineering teams to escalate issues with technical context and drive timely resolution - Comfort operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer issues - Exceptional communication skills with a customer-first mindset, including availability for off-hours customer calls when needed

Nice to have

- Experience with incident response, production alerting, or on-call rotations in live production environments - Familiarity with observability platforms such as Datadog, Grafana, or New Relic, and ticketing tools like Salesforce, Jira, or Slack - Exposure to SaaS or cloud-based platforms, plus basic scripting or automation skills in Python, Bash, or similar languages - Familiarity with cloud infrastructure such as AWS, GCP, or Azure, or debugging API integrations and authentication mechanisms

Benefits and work setup

- Remote-first workplace with flexible time off coordinated alongside team and project needs - Medical, dental, and vision benefits, plus stock options for full-time employees - 401(k) plan with company match, life insurance, and both short- and long-term disability coverage