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Escalations Engineer

2 weeks, 6 days ago
United States
Full-time
Mid Level
Technical Support 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 20

Description

  • Respond to support requests via the ticketing system and direct messages for clinical applications.
  • Coordinate with other teams on Slack to troubleshoot issues, triage by severity, and drive resolution within SLA targets.
  • Respond to incidents by gathering information, troubleshooting, and supporting resolution with engineering teams.
  • Update status pages during escalations and write postmortems covering root cause, impact, and follow-up actions.
  • Create and maintain knowledge base articles, runbooks, and canned responses 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 patterns and share insights with engineering and product teams to drive systemic improvements.
  • Build tools and scripts that improve team development and operational efficiency.
  • Operate within the Quality System and maintain records supporting regulated Medical Devices.
  • Use strong judgment when handling privacy-sensitive cases such as entangled patient profiles, merge requests, and data integrity issues.

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 technologies such as Python, TypeScript, NodeJS, or React.
  • Hands-on experience with observability tools such as Datadog, Sentry, New Relic, or similar.
  • Experience with ticket management in Jira.
  • Experience with incident management processes, including acting as incident commander or on-call responder.
  • 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.
  • Calm under pressure with strong prioritization skills and the ability to manage multiple urgent requests simultaneously.
  • Strong communication skills for remote/async collaboration and translating technical issues for non-technical audiences.
  • Bachelor's degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability.
  • Preferred schedule availability during Eastern Standard Time (EST) hours.
  • Nice-to-have experience in safety-critical environments, medical technology, or HIPAA/privacy-sensitive environments.
  • Nice-to-have familiarity with MRI imaging workflows, DICOM, or clinical application support.
  • Nice-to-have background in SRE practices such as monitoring, alerting, and runbook automation.
  • Nice-to-have familiarity with Auth0 or AWS infrastructure.
  • Nice-to-have experience with SQL and database troubleshooting.

Benefits

  • Base salary of $90,000–$110,000 in local currency, depending on experience and geographic location.
  • Free whole-body scans for each team member.
  • Flexible vacation policy.
  • Commuter Benefits Plan to help cover transit and parking costs.
  • 401(k) retirement savings plan for eligible employees.
  • Comprehensive health, dental, and vision coverage, including mental health coverage.
  • Growth opportunities and flexible career paths.
  • Regular team gatherings to connect, share, and socialize.

Interested in this position?

Apply directly on the company website

Apply Now

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