• Serving as our support champion for production issues, being the first line of support and working with our engineering teams to identify, solve, and prevent issues.
• Take responsibility for triaging incoming issues, and own from investigation through resolution
• Build and improve internal tools to solve existing issues, decrease risk and avoid future escalations
• Play a key role in working with our engineering teams to improve our applications and infrastructure providing data points and technical support.
• Take part in improving our metrics for issue/bug triage and turnaround times
• Develop and maintain relationships with the engineering, product and customer support teams as well as key business stakeholders
• Continually look for new ways to automate manual processes across our team and company
• Learn our codebase and be able to troubleshoot and identify issues in code
• Willingly jump in and handle any task that needs handling!

Who You Are:

• A continuous improvement aficionado that analyzes impact of changes today and identifies potential risks down the road
• Comfortable in a regularly changing environment and knows how to solve problems effectively, learn on the fly, and make decisions quickly but carefully
• Strong analytical and problem solving skills
• Excitement for the prospect of collaborating with a diverse team to tackle meaningful problems each and every day
• Sympathy for the complexity of being an engineer and desire to help make solving production issues as smooth as possible
• You are an excellent communicator and have great written and verbal communication skills

What You’ve Done:

• Bachelor’s degree in computer science, software engineering, or a related field; or equivalent professional experience
• At least 2 years of professional experience in a technical role (engineering, technical sales, support)
• Experience working across business units with engineers, product managers, PMs, etc.
• Proven experience of implementing effective and efficient support processes 
• Healthcare experience preferred but not required
• Experience with monitoring tools (Datadog, CloudWatch, etc.)
• Version control with GitHub/GitLab
• Experience with CI/CD is a plus
• Programming experience preferred, Ruby on Rails a big plus
• Experience with PostgreSQL
• Sidekiq experience is preferred but not required