About Solera
Solera Health, the company that connects people to the health solution that works best for them, is expanding its technical support team. Joining the engineering unit at Solera offers the opportunity to work on cutting edge healthcare technology that connects people to the health solution that works best for them. This is an opportunity to tackle some of the most exciting challenges in healthcare and to develop solutions that connect traditional and non-traditional care.
About the Position
Solera Health is seeking a Technical Support Engineer for our SWAT team who will work collaboratively within an agile team to help identify, triage, and mitigate incidents with the Solera Health platform as reported by both internal and external users. This role will report to the Sr. Director of Software Engineering and will be challenged to work with software engineers, quality engineers, data engineers, product owners, and other stakeholders to ensure incidents are resolved quickly and consistently. This role requires a genuine passion for users, technology, problem solving, and creativity.
Who you are
You are intellectually curious and always up for a good challenge. You are flexible and adaptable to change. You work well independently, and with a team, and are comfortable working in a remote environment. You are a self-starter who is excited to provide new ideas and opinions for sustainable solutions. You have a great attention for detail and are constantly looking for ways to improve processes and to identify and address root issues rather than just treating them symptomatically. You can consistently identify key details and articulate them clearly across functions to business and client stakeholders. You are patient with non-technical users and can both capture and relay amid time pressure. You are a problem solver.
What you’ll do
- Develop and maintain a production support triage framework to quickly determine an issues priority utilizing criteria such as client priority, % of users impacted, revenue impact, etc.
- Partner with Tier 1 & 2 support and internal teams to gather information to triage incidents.
- Maintain and communicate status for the list of prioritized issues open for investigation or remediation through weekly meeting updates.
- Work with SWAT engineers and stakeholders to investigate, remediate, and document issues.
- Investigate issues to determine root cause by utilizing application logs, SQL, automated & manual test execution, internal tooling, and ad-hoc testing mechanisms.
- Follow and adapt existing processes and develop new processes as needed to improve inter-team and intra-team workflows.
- Work with the SWAT engineers and with product owners to identify opportunities for product investment that will drive improved quality and resiliency.
- Assist in the creation and maintenance of high-quality documentation for SWAT and incident-management related processes and tools.
- Present and communicate insights regarding incident trends or SWAT initiatives to cross-functional stakeholders.
The Platform
- Services built with Typescript, Node, Docker, Azure, and GCP
- Frontend is built on React, GatsbyJS, Next.js, Redux, Typescript, Jest, and Enzyme
- APIs are built on Node, Express, Typescript, Docker, K8s, and Auth0
- Backend technologies include Google FHIR stores, Google BigQuery, SQL, Contentful CMS, and MongoDB
What you’ll need
- 3+ years of experience in a Technical Support Engineering role supporting web applications.
- Familiarity with SQL and ability to identify root cause of data issues.
- Excellent troubleshooting skills, with an ability to track complex details and clearly translate investigations into next steps for the customer or engineering.
- Experience implementing, documenting, and improving processes and workflows.
- Experience working in an Agile/Scrum environment.
- Experience in JavaScript, TypeScript, NoSQL, and REST API concepts.
- Experience with Azure DevOps, Azure, Service Desk, Postman, MongoDB, BigQuery, and PowerBI a plus.
- Self-starting, get stuff done attitude.
- Excellent communication (written and oral) skills.
Where you are located
- Remote position which may require travel to other corporate locations as needed
Benefits
- Remote first culture
- Flexible PTO
- Paid pregnancy and parental leave
- Adoption Assistance Program
- Medical, Dental and Vision
- Company paid Life, Long Term Disability and Short-Term Disability
- 13 Company Holidays
- 401k + company match!
- Free Headspace account
- Free Fitbit
- Casual and fun atmosphere
- ...and more!
Disclaimer
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
EEO
Solera Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Solera Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.