About the position
Everly Health's mission is to transform lives with modern, diagnostics-driven care, and we believe that the future of healthcare is meeting people where they are. Headquartered in Austin, Texas, Everly Health is the parent company to Everlywell, Everly Health Solutions, Natalist, and Everly Diagnostics. We've set a new standard of people-focused, diagnostic-driven care that puts patients at the center of their own health journey. Our infrastructure guides the full testing experience with the support of a national clinician network that's composed of hundreds of physicians, nurses, genetic counselors, PharmDs, and member care specialists. Our solutions make world-class virtual care more attainable with rigorous clinical protocols and best-in-class science to tackle some of the healthcare industry's biggest problems. We're hiring a Software Engineer - Technical Support Specialist 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.
Responsibilities
- 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!
Requirements
- 3+ years 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.
- 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.
Nice-to-haves
- Healthcare experience preferred but not required.
- Sidekiq experience is preferred but not required.
Benefits
- Annual bonus
- Health insurance
- Dental insurance
- Vision insurance
- Mental health insurance
- 401(k) with company match
- Flexible PTO
- Monthly $100 wellness stipend
- Various other perks
