Support Engineer

About the position

Under the supervision of the Lead Staff Software Engineer, the Support Engineer (Tier 3) will be the critical link between our IT support tiers and the core Engineering team. As the primary point of escalation for technician team members, this role will dive deep into our clinical and patient-facing applications to diagnose complex issues that others cannot resolve. This role is perfect for a developer who enjoys troubleshooting, variety, and seeing the immediate impact of their work on our users and patients.

Responsibilities

Act as the primary point of contact for the IT organization when Level 1 and 2 support teams are unable to resolve technical issues. Independently perform deep-dive investigations into application behavior, database logs, and code logic to identify the root cause of reported incidents. Work with a .NET and React stack. Manage the end-to-end lifecycle of a fix, from initial verification to overseeing its deployment through the CI/CD pipeline. Work closely with Software Engineers to perform RCAs, ensuring that critical issues are not just patched, but structurally prevented from recurring. Maintain a knowledge base of known issues and resolutions to empower Level 1 and 2 teams. Participate in agile ceremonies and work with Product Owners to prioritize high-impact bugs within the development backlog.

Requirements

Bachelor’s degree in information technology, Computer Science, Engineering, or equivalent work experience. Minimum of three (3) years of experience, including a minimum of two (2) years of experience in React (or similar frontend technologies) and a minimum of one (1) year of experience in .NET Core/C#, along with exposure to Azure (Azure Functions, App Services) and messaging-based solutions. Advanced debugging and critical thinking skills, as well as skills conducting root cause analysis.

Nice-to-haves

Experience troubleshooting clinical and patient-facing applications; familiarity with CI/CD pipelines and deployment oversight; prior experience collaborating on RCAs and maintaining support knowledge bases.