Technical Support Engineer
Core
Primary escalation layer for technical issues across the platform, owning investigation, reproduction, and agent-assisted fix implementation to protect platform reliability for healthcare workers.
Role type
Senior IC Technical Support Engineer (Platform Reliability)
Builds
Production-ready problem escalations for Engineering; operational workflows (geofence, facility quizzes, NFC)
Domain
Healthcare staffing marketplace / SaaS platform
Required skills
Observability tools (Datadog), SQL, API reasoning, backend configuration management, Root Cause Analysis, incident response, troubleshooting guide creation
Preferred skills
Sentry, Snowflake, application log analysis, AI-assisted coding tooling, SRE background
Technologies
Zendesk, Datadog, SQL, NFC
Responsibilities
Monitor escalation channels and Technical Support queue; Investigate complex product, platform, and data-layer issues; Handle live incidents end-to-end; Implement fixes and test changes; Perform Root Cause Analysis and post-incident reviews; Maintain operational workflows accurately
Seniority
Senior, hands-on IC
