Technical Support Engineer-Healthcare AI

Location: Remote, located in the US; San Francisco Bay Area Type: Full-time employee Department: Engineering Reports to: Head Of Engineering About the role We’re hiring a customer-facing engineer to be the first line of defense when bugs surface in production. You’ll triage issues, communicate clearly with customers and internal teams, and fix them directly when they’re in your wheelhouse; otherwise, you’ll route them to the right team with crisp reproduction steps and context. What you’ll do Own production bug intake & triage: Validate, prioritize, reproduce, and determine blast radius/severity. Fix what you can: Ship targeted fixes in Python/TypeScript/JavaScript for well-scoped issues. Create high-quality tickets: Clear STRs, logs, metrics, proposed owner, and customer impact. Be the voice of the customer: Translate user reports into actionable engineering work; close the loop with customers. Incident response: Participate in on-call/alert rotations (reasonable hours; we’ll train you). Observability & tooling: Use logs, metrics, traces, error dashboards (e.g., Sentry/Datadog/Grafana) to diagnose issues. Quality guardrails: Add tests, monitors, and docs to prevent regressions; champion post-mortems and follow-ups. Documentation: Write and maintain runbooks, “known issues,” FAQs, and internal troubleshooting guides. You may work with Stack: Python (APIs, services, scripts), TypeScript/JavaScript (web frontends, Node services). Data & infra: REST/GraphQL, SQL basics, queues, cloud platforms (e.g., GCP/AWS), CI/CD. Dev tools: GitHub, Jira, Sentry, Datadog/Grafana, Postman/cURL. Must-haves BS in CS (or equivalent experience) Comfort reading and writing Python, TypeScript, and JavaScript. Strong debugging instincts: isolate variables, create minimal repros, read stack traces/logs. Excellent communicator: can explain technical issues to both engineers and non-technical users. Organized and reliable: you close the loop, document decisions, and follow through. US citizen or permanent resident (green card holder) Nice-to-haves Experience developing with generative AI or voice agents. Experience with web APIs, auth, and fundamentals. Familiarity with monitoring/alerting tools (Sentry, Datadog, Grafana, Cloud Logging). Basic SQL and comfort querying production data safely. Exposure to cloud (GCP/AWS) and CI/CD pipelines. Prior customer-facing or support/TA experience. How we’ll measure success (first 90 days) Median time-to-triage and time-to-first-response meet agreed SLAs. High-quality tickets (clear STR, logs, owner, severity) acknowledged by engineering leads. Meaningful fixes/PRs merged with tests; reduction in repeat incidents for assigned areas. Positive internal and customer feedback on clarity and reliability of communications. Location & Work Style Hybrid or remote-friendly (US). Occasional on-call rotation with teammate backup and clear escalation paths. Salary and Benefits Salary: $80,000–$90,000 base, DOE. Benefits: full medical/dental/vision, 401(k), laptop/equipment, professional development stipend. Time off: unlimited PTO with required minimums and company holidays. Equal Opportunity We’re an equal opportunity employer. We welcome applicants from all backgrounds and do not discriminate on the basis of any protected characteristic. If you need accommodations at any stage, let us know. #J-18808-Ljbffr Ellipsis Health