Escalations Engineer

About Us 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.

Working Hours This role operates on a

5:00 AM – 2:00 PM PT

schedule.

What You’ll Do

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

What You’ll Bring

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

Our Values 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.

What We Offer

An avenue to make a positive impact on people’s lives and their health

We believe in preventative healthcare for everyone, including our team – Prenuvo provides free, whole‑body scans to each team member

Growth opportunities are at the heart of our people journey, we’re doing big things with bright minds – there is no single path to success, it can be shaped along the way

Building strong relationships is at the core of everything we do – our team gets together each week to connect, share, and socialize

Recognizing time away to restore is vital to our wellbeing – we have a flexible vacation policy and we will encourage you to use it

We offer a comprehensive benefits package including health, dental, vision, including Mental Health coverage, to support you and your family

The base salary for this role ranges from $100,000-$120,000 in local currency, depending upon experience and geographic location

We are an equal‑opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

As part of the hiring process, successful candidates will undergo a background check in compliance to applicable federal, provincial, and state rules.

Please be advised that official communication from our recruitment team will only come from our authorized domain

prenuvo.com . If you are contacted by a recruiter, please ensure their email address ends with @prenuvo.com. We do not use third‑party recruitment services or any other email domains for hiring purposes. If you receive communication that you believe to be fraudulent, please report it immediately to jobs@prenuvo.com.

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