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 (Escalation & Incident Response)
Builds
Production-ready problem escalations, incident resolutions, and troubleshooting guides for a healthcare staffing marketplace
Domain
Healthcare staffing marketplace / SaaS platform
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Observability tools (Datadog), SQL, API reasoning, backend configuration management, Root Cause Analysis, incident response coordination, technical documentation
Preferred skills
Experience with observability/analytics tooling (Sentry, Snowflake), application log analysis, AI-assisted coding tooling, Ops/Support/CX scale environments
Technologies
Zendesk, Datadog, SQL, internal dashboards
Responsibilities
Monitor escalation channels and Technical Support queue for systemic problems; Investigate complex product, platform, and data-layer issues; Handle live incidents end-to-end from detection to closure; Implement fixes where appropriate before handoff; Perform Root Cause Analysis and post-incident reviews; Maintain operational workflows and capture investigative learnings
Seniority
Senior, hands-on IC