Production Support Engineering Lead

Role overview Lead hands-on production support while building the processes, tools, and team practices needed to handle customer issues reliably at scale. You will investigate time-sensitive problems, coordinate technical escalations, and work across teams to improve service quality and customer experience.

Responsibilities - Develop and improve support processes, tools, team structure, automation, and self-service capabilities. - Triage, prioritize, communicate, investigate, and resolve engineering support requests, including code-level issues and controlled database updates. - Lead complex production escalations and ensure clear updates, timely resolution, and follow-through. - Coordinate with product, engineering, operations, and customer-facing teams to meet service commitments. - Identify recurring issues and shape improvements to support workflows, reliability, and service performance. - Coach team members and model ownership, collaboration, and continuous improvement.

Requirements - Experience supporting customer-facing production systems with a focus on timely, scalable resolution. - Hands-on experience with a modern programming language and a database; JavaScript or TypeScript and MongoDB are preferred. - Knowledge of incident management, change management, production triage, and operational practices. - Ability to combine technical contribution with team leadership and coaching. - Clear communication with technical and non-technical stakeholders, including explaining risks and priorities. - Customer-focused judgment and experience working in time-sensitive support environments. - Understanding of controlled change, documentation, auditability, data integrity, and production risk in regulated settings.

Nice to have - Experience with clinical trial workflows, RTSM or IRT systems, or regulated customer-facing SaaS.

Benefits and work setup - Remote role with U.S. eligibility requirements that may vary by position. - Benefits include a 401(k), stock options, medical, dental, and vision coverage, and flexible paid time off.