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.

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.

Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in peoples lives!

What Youll 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 Youll Bring

• 35 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
• Bachelors 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

• Were always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of whats 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 wont stop till everyone can benefit from our work.

What We Offer

• An avenue to make a positive impact on peoples 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 were 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
• Prenuvo offers eligible Canadian employees access to both RRSP and TFSA retirement savings plans with immediate optional enrollment and the flexibility to invest and save for the future on your own terms. While Prenuvo provides access to these plans the company does not currently offer matching contributions.
• The base salary for this role ranges from $100000-$120000 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 . If you are contacted by a recruiter please ensure their email address ends with @. 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

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 100000 - 120000