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Escalations Engineer

2 hours, 26 minutes ago
United States
Full-time
Mid Level
Software Engineer
Software Development
AWS Confluence Datadog HIPAA JIRA 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 7

Description

  • Respond to support requests through the ticketing system and direct messages for clinical applications.
  • Coordinate with cross-functional teams in Slack to troubleshoot issues and drive resolution within SLA targets.
  • Investigate incidents by gathering information, troubleshooting, and guiding resolution alongside engineering teams.
  • Update status pages during escalations and write postmortems documenting root cause, impact, and follow-up actions.
  • Create knowledge base articles, runbooks, and canned responses in Confluence with clear, repeatable steps.
  • 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 patterns and share insights with engineering and product teams to drive systemic improvements.
  • Build tools and scripts that improve development and operational efficiency.
  • Operate within the Quality System and maintain records supporting regulated Medical Devices.

Requirements

  • 3–5 years of experience in technical support, escalation engineering, or a related production troubleshooting role.
  • Demonstrated software development experience with technologies such as Python, TypeScript, NodeJS, or React.
  • Hands-on experience with observability tools such as Datadog, Sentry, New Relic, or similar.
  • Experience managing tickets in Jira.
  • Experience with incident management processes, including incident commander or on-call responder responsibilities.
  • Experience debugging web applications with 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 the ability to stay calm under pressure while managing multiple urgent requests.
  • Excellent communication skills for remote/async collaboration and explaining technical issues to non-technical audiences.
  • Bachelor’s degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability.
  • Preferred schedule aligned to Eastern Standard Time (EST) hours.
  • Preferred experience in safety-critical, medical technology, or HIPAA/privacy-sensitive environments.
  • Preferred familiarity with MRI imaging workflows, DICOM, or clinical application support.
  • Preferred background in SRE practices such as monitoring, alerting, and runbook automation.
  • Preferred familiarity with Auth0, AWS infrastructure, SQL, and database troubleshooting.

Benefits

  • Base salary of $90,000–$110,000 depending on experience and geographic location.
  • Free whole-body scans for each team member.
  • Comprehensive health, dental, vision, and mental health coverage for employees and their families.
  • Flexible vacation policy with encouragement to take time away to restore.
  • 401(k) retirement savings plan for eligible employees, with pre-tax contributions and no current company match.
  • Commuter benefits to help cover transit and parking costs.
  • Growth opportunities and flexible career paths.
  • Weekly team gatherings to connect, share, and socialize.

Interested in this position?

Apply directly on the company website

Apply Now

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