Carex is partnering with a Healthtech industry partner to hire a Technical Support Engineer who will serve as the first line of support for a mission-critical SaaS platform operating across multiple production regions. This role owns production support from initial alert or customer report through resolution, independently investigating technical issues and escalating genuine defects to engineering with clear, actionable context. This is a direct hire role and will require 1099 status. While it is fully remote, CST and EST timezones are preferred due to the international status of this partner.
The Technical Support Engineer will work across monitoring, Customer Success, and engineering teams in a multi-tenant, event-driven environment integrated with numerous third-party providers. Success in this role requires strong technical troubleshooting, customer communication, sound judgment, and a focus on continuously improving production support processes.
What You’ll Do
- Own and triage the customer support queue, prioritizing issues based on impact and urgency while meeting established SLAs.
- Monitor production alerts across PagerDuty, Sentry, Slack, CloudWatch, Grafana, and Prometheus, separating actionable issues from noise.
- Investigate and resolve production issues independently using SQL, logs, REST endpoints, runbooks, administrative tools, and command-line utilities.
- Perform safe operational remediation, including replaying dead-letter queues, correcting targeted data issues, rerunning jobs, and recovering stuck records.
- Communicate clearly with customers and Customer Success throughout incidents, providing realistic expectations, meaningful updates, and confirmation of resolution.
- Conduct routine production health checks and proactively identify issues affecting platform reliability or customer experience.
- Escalate genuine software defects to engineering with reproduction steps, diagnostic evidence, investigation findings, and relevant technical context.
- Improve runbooks, alert quality, and operational processes based on recurring incidents and production experience.
- Automate repetitive investigations, checks, and support workflows using Python, Bash, and AI-assisted tools.
- Troubleshoot REST/OpenAPI integrations with external identity, background-check, registry, CRM, and other third-party systems.
What You’ll Bring
- 5+ years of experience in a customer- or client-facing technical support role, with demonstrated ownership of technical issues from initial report through resolution.
- Strong customer communication skills, including the ability to explain technical issues clearly and calmly to non-technical audiences and manage expectations during high-pressure situations.
- Experience managing support queues, prioritizing incidents, and working within established SLAs.
- Strong SQL skills, including the ability to understand unfamiliar schemas, write precise queries, investigate data issues, and safely perform targeted data corrections.
- Independent and methodical troubleshooting skills, with the ability to form hypotheses, gather evidence, isolate root causes, and determine when engineering escalation is necessary.
- Experience with Python and/or Bash and comfort using the command line to investigate issues and automate repetitive tasks.
- Working knowledge of AWS, particularly SQS, SNS, dead-letter queues, and CloudWatch logs and alarms.
- Experience troubleshooting REST APIs and integrations, including Swagger/OpenAPI, curl or Postman, payloads, and webhooks.
- Experience using AI and LLM-based tools to support technical investigation and workflow automation.
- Familiarity with PostgreSQL concepts such as indexes, locking, query plans, and transactions is preferred.
- Ability to read Java and Spring Boot code and interpret application stack traces is preferred.
- Familiarity with Terraform and Kubernetes, including manifests, pods, ConfigMaps, and deployments, is preferred.
- Experience with observability tools such as PagerDuty, Sentry, Splunk, Elastic, Grafana, and Prometheus is preferred.
- Experience with BigQuery or other data warehouse technologies for investigating data discrepancies is preferred.
- Familiarity with Salesforce and experience supporting healthcare or other regulated environments is preferred.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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