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Escalations Engineer

21 hours, 59 minutes ago
Canada
Full-time
Mid Level
Software Engineer
Software Development
AWS Confluence Datadog HIPAA JIRA Microservices New Relic Node.js Python React SQL TypeScript
Apply Now
Puck

Puck

Puck helps great teams find great teammates through employer branding, conversations, and authentic candidate engagement, using personalized automation to enhance the candidate experience and improve hiring metrics.

Internet Software & Services
1-10
Founded 2020
View All Jobs 18

Description

  • Respond to support requests through the ticketing system and direct messages for clinical applications.
  • Coordinate with other teams in Slack to triage issues by severity and drive resolution within SLA targets.
  • Handle incident response by gathering information, troubleshooting, and helping guide issues to resolution with engineering teams.
  • Update status pages during escalations and write postmortems covering root cause, impact, and follow-up actions.
  • Create knowledge base articles, runbooks, and canned responses with repeatable steps in Confluence.
  • Perform deep troubleshooting using internal tools and observability platforms such as Datadog and Sentry, including code-level investigation when needed.
  • Translate complex technical findings into clear updates for non-technical clinical and operational stakeholders.
  • Identify recurring incident trends and surface patterns to engineering and product teams to drive systemic improvements.
  • Build tools and scripts to improve team development and operational efficiency.
  • Operate within the company’s Quality System by creating and updating records that support regulated Medical Devices.

Requirements

  • 3–5 years of experience in technical support, escalation engineering, or a related role involving hands-on troubleshooting of production systems.
  • Demonstrated software development experience with languages or frameworks such as Python, TypeScript, NodeJS, or React.
  • Experience with observability tools such as Datadog, Sentry, New Relic, or similar, and with ticket management in Jira.
  • Experience with incident management processes, including serving as incident commander or on-call responder.
  • Experience debugging web applications using browser developer tools and tracing issues across the full stack.
  • Ability to troubleshoot APIs, reproduce issues, and write clear defect reports for engineering teams.
  • Strong prioritization skills and calm decision-making when managing multiple urgent requests simultaneously.
  • Excellent communication skills and the ability to work collaboratively in remote or async environments.
  • Bachelor's degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability.
  • Nice to have: experience in safety-critical environments, medical technology, or HIPAA/privacy-sensitive environments; familiarity with MRI imaging workflows, DICOM, or clinical application support; background in SRE practices; familiarity with Auth0 or AWS; experience with SQL and database troubleshooting.

Benefits

  • Base salary of $100,000–$120,000 in local currency, depending on experience and geographic location.
  • Free whole-body scans for each team member.
  • Comprehensive benefits package including health, dental, vision, and mental health coverage.
  • Access for eligible Canadian employees to RRSP and TFSA retirement savings plans with immediate optional enrollment.
  • Flexible vacation policy and encouragement to take time away to restore.
  • Weekly team gatherings to connect, share, and socialize.
  • Opportunity to make a positive impact on people's lives and health.
  • Working hours of 5:00 AM – 2:00 PM PT.

Interested in this position?

Apply directly on the company website

Apply Now

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