Software Engineer - Technical Support

Role Summary:

We’re hiring a Software Engineer - Technical Support to continually improve our platforms by building high-quality, maintainable solutions and improving tools for resolving bugs and providing excellent service. As a member of the Everly Health Implementations group, you’ll contribute directly to health care accessibility across the country by proactively building resilience into our systems. You will work with our engineering teams, product teams and business stakeholders to support our applications and services, closely track monitoring metrics, surface and triage issues and support our internal data needs. We are looking for a collaborative engineer with experience in systems monitoring, issue tracking and triage, ticket management and coding expertise. Our stack is mostly in Ruby on Rails, PostgreSQL, with infrastructure in AWS. This is a highly creative, stimulating, and technically challenging role.

What You’ll Do:

The Software Engineering - Technical Support role should be able to successfully manage multiple responsibilities and act as a leader, both internally and externally. She/he will be responsible for these main areas: 

• Serving as our support champion for production issues, being the first line of support and working with our engineering teams to identify, solve, and prevent issues.

• Take responsibility for triaging incoming issues, and own from investigation through resolution

• Build and improve internal tools to solve existing issues, decrease risk and avoid future escalations

• Play a key role in working with our engineering teams to improve our applications and infrastructure providing data points and technical support.

• Take part in improving our metrics for issue/bug triage and turnaround times

• Develop and maintain relationships with the engineering, product and customer support teams as well as key business stakeholders

• Continually look for new ways to automate manual processes across our team and company

• Learn our codebase and be able to troubleshoot and identify issues in code

• Willingly jump in and handle any task that needs handling!

Who You Are:

• A continuous improvement aficionado that analyzes impact of changes today and identifies potential risks down the road

• Comfortable in a regularly changing environment and knows how to solve problems effectively, learn on the fly, and make decisions quickly but carefully

• Strong analytical and problem solving skills

• Excitement for the prospect of collaborating with a diverse team to tackle meaningful problems each and every day

• Sympathy for the complexity of being an engineer and desire to help make solving production issues as smooth as possible

• You are an excellent communicator and have great written and verbal communication skills

What You’ve Done:

• Bachelor’s degree in computer science, software engineering, or a related field; or equivalent professional experience

• At least 2 years of professional experience in a technical role (engineering, technical sales, support)

• Experience working across business units with engineers, product managers, PMs, etc.

• Proven experience of implementing effective and efficient support processes 

• Healthcare experience preferred but not required

• Experience with monitoring tools (Datadog, CloudWatch, etc.)

• Version control with GitHub/GitLab

• Experience with CI/CD is a plus

• Programming experience preferred, Ruby on Rails a big plus

• Experience with PostgreSQL

• Sidekiq experience is preferred but not required

$107,000 - $119,000 a year

The actual salary offered will be based on the selected candidate's qualifications, market data/ranges, and internal equity. This position is also eligible for a yearly bonus.