Escalations Engineer

We are looking for a motivated Escalation Engineer to join our team. You have a passion for understanding and supporting your users, and are excited to deepen your software development and investigation skills. You thrive in fast-paced environments where no two days are the same -- triaging complex issues, diving into logs and code, and working side-by-side with engineering to keep our platform reliable. You are passionate about building products and systems that make a meaningful impact on the lives of thousands of people and their health.

We are looking for a motivated Escalation Engineer to join our team. You have a passion for understanding and supporting your users, and are excited to deepen your software development and investigation skills. You thrive in fast-paced environments where no two days are the same -- triaging complex issues, diving into logs and code, and working side-by-side with engineering to keep our platform reliable. You are passionate about building products and systems that make a meaningful impact on the lives of thousands of people and their health.

• →Respond to submitted requests through our ticketing system and via direct message, providing technical support for our clinical applications
• →Coordinate with other teams on Slack to troubleshoot issues, triaging by severity and driving toward resolution within SLA targets
• →Respond to incidents -- gathering information, troubleshooting, and helping guide them to resolution alongside engineering teams
• →Update status pages during escalations and write postmortems summarizing root cause, impact, and follow-up actions
• →Create knowledge base articles, runbooks, and canned responses with clear, repeatable steps in Confluence
• →Perform deep troubleshooting using past experience, internal tools, and observability platforms such as Datadog and Sentry -- investigating down to the code level where needed
• →Translate complex technical findings into clear updates for non-technical stakeholders including clinical and operational teams
• →Identify trends in recurring incidents and surface patterns to engineering and product teams to drive systemic improvements
• →Build tools and scripts to support our teams, improving development and operational efficiency
• →Operate within our Quality System, creating and updating records that support our regulated Medical Devices
• →Exercise strong judgment on privacy-sensitive cases including entangled patient profiles, merge requests, and data integrity issues

• 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 (e.g., Python, TypeScript, NodeJS, React)
• A proactive mindset that persistently hunts down root causes and implements durable solutions rather than applying one-off fixes
• Hands-on experience with observability tools (Datadog, Sentry, New Relic, or similar) and ticket management in Jira
• Experience with incident management processes, including acting 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
• Calm under pressure with strong prioritization skills -- comfortable managing competing urgent requests simultaneously
• Outstanding communication skills with the ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences
• An excitement to learn new skills and technologies on the job
• 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: monitoring, alerting, runbook automation
• Familiarity with Auth0 or AWS infrastructure
• Experience with SQL and database troubleshooting

First: we are Pioneers

• Transforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding.

Second: we are Platform-Builders

• We’re always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of what’s ahead – in a mindset of ownership and duty to our mission.

Above all: we are Patients

• We could all be the next person who walks through our very doors, seeking clarity or peace of mind. We are proud of our impact on our patients’ lives, and we won’t stop till everyone can benefit from our work.