Customer Technical Support Engineer

🏢 Summary: Shift-based Technical Support Engineer role focused on diagnosing complex production issues, coordinating incident response, and ensuring platform reliability for global SaaS customers. The position bridges customers and engineering teams, leveraging SQL and system analysis to resolve technical problems and improve operational processes. Ideal for candidates experienced in production support and distributed systems troubleshooting. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations or similar customer-facing technical role, Strong troubleshooting and analytical skills in production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze and debug distributed systems and application layers, Experience collaborating with Engineering teams to escalate and resolve issues, Ability to handle production incidents, alerts, and time-sensitive customer issues, Availability for shift-based work including evenings, weekends, and holidays 📃 Skills: SQL, REST, APIs, Python, Bash, AWS, GCP, Azure, Datadog, Grafana, NewRelic, Salesforce, Jira, Atlassian, Monday.com, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. - Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows. Requirements - Exceptional communication skills with a customer-first mindset. - Ability to troubleshoot with customers via calls or remote sessions during critical situations. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role. - Strong troubleshooting and analytical skills. - Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments. - Ability to analyze system behavior and debug issues across distributed systems and application layers. - Experience partnering closely with Engineering teams to escalate issues and drive timely resolution. - Comfortable operating in fast-paced production environments, including handling incidents and alerts. Nice to Have - Experience participating in incident response, production alerting, or on-call rotations. - Familiarity with observability, monitoring, and debugging tools. - Experience supporting or operating within SaaS or cloud-based platforms. - Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms. - Comfort analyzing application logs, system metrics, and traces. - Familiarity with observability and monitoring platforms such as Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar). - Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. What we offer: - A range of medical, dental and vision benefits - Stock options for all full-time employees - Flexible time off without vacation accrual limits, coordinated with your manager and team. - A 401(k) plan with company match, life insurance, plus long- and short-term disability - The opportunity to directly improve medical care and impact patient outcomes Aidoc is deeply committed to creating an inclusive workplace and equal opportunity for all individuals.

🏢 Summary: Remote customer-facing role focused on driving value and outcomes for healthcare organizations using AI imaging solutions. Acts as a trusted advisor to physicians and medical centers, bridging customers with product, data, and engineering teams to enhance adoption and impact. Involves data analysis, stakeholder management, and cross-functional collaboration to demonstrate measurable clinical and operational value. 🗂️ Requirements: BSc in science, engineering, or quantitative field, 4+ years in Customer Success, customer-facing analytics, Project Management, or similar roles, Experience working in SaaS high-tech or startup environment, Stakeholder management and executive-level relationship building, Strong analytical and data-driven decision-making skills, Ability to understand technical concepts and collaborate with technical teams, Excellent verbal and written communication skills in English, Ability to work in PST time zones, Ability to travel up to 25% 📃 Skills: SaaS, Analytics, AI, MedicalImaging, Radiology, ProjectManagement, StakeholderManagement, DataAnalysis, Research, English 🏢 Description: About this role This position focuses on championing customer-centric solutions and outcomes. You will work closely with engineering, operations, sales, and support teams to understand customers, enhance the value they get from the solutions, and demonstrate organizational impact. You will develop a strong understanding of customers' business objectives and articulate how AI enterprise solutions support their strategic goals. This is a remote role to be filled in the Western US. Responsibilities Serve as the customer's advocate and trusted advisor: - Proactively manage and grow customer relationships, identifying key stakeholders. - Lead discussions with top physicians in leading medical centers. - Understand customer pain points and workflows and enhance the value of AI in their departments. - Define next steps and collaborate with R&D teams to drive execution. Serve as the liaison between customers and internal teams: - Ensure smooth onboarding of new customers with the technical team. - Drive product enhancements and collaborate cross-functionally with Product, Data, and AI teams, representing the customer perspective. - Maintain a deep understanding of the solutions, expected performance, and user interface. Drive value demonstration: - Perform data analysis and present insights to customers. - Initiate and support research initiatives. Requirements - BSc in science, engineering, or any quantitative field (MSc preferred). - 4+ years of experience in Customer Success, customer-facing analytics, Project Management, or similar roles. - Experience in a SaaS high-tech or startup environment is an advantage. - Experience with data analytics is an advantage. - Experience working with medical imaging and radiologists is an advantage. - Research experience is an advantage. - Experience in stakeholder management and executive-level relationship building. - Ability to multitask, problem-solve, and work cross-functionally in a dynamic environment. - Strong analytical thinking and data-driven decision-making. - Ability to understand technical concepts and collaborate with technical teams. - Excellent verbal and written communication skills in English. - Ability to work in PST time zones. - Ability to travel up to 25%. What We Offer - Medical, dental, and vision benefits. - Stock options for full-time employees. - Flexible time off without accrual limits, coordinated with manager and team. - 401(k) plan with company match, life insurance, and long- and short-term disability coverage. - Opportunity to directly improve medical care and patient outcomes.

🏢 Summary: Shift-based Technical Support Engineer role focused on diagnosing and resolving complex production issues in a SaaS clinical AI platform, acting as the bridge between customers and engineering. The position involves incident response, system troubleshooting, SQL-based investigations, and improving operational reliability for global customers. Ideal for candidates experienced in production support within fast-paced, cloud-based environments. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in complex production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze distributed systems and application layers, Experience collaborating with Engineering teams on escalations and resolutions, Experience handling production incidents, alerts, and customer-impacting issues, Availability for shift-based work including evenings, weekends, and holidays 📃 Skills: SQL, SaaS, REST, API, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday.com, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues Serve as the primary technical owner for complex customer issues and escalations. Investigate and resolve technical problems spanning multiple systems and services. Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response Monitor and triage production alerts impacting customers or system reliability. Coordinate incident response efforts across engineering and internal teams. Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data Diagnose issues using logs, system metrics, and SQL queries. Analyze system behavior to identify root causes of production problems. Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence Develop and maintain troubleshooting documentation, runbooks, and operational processes. Identify recurring patterns and contribute to systemic improvements. Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team Share technical insights and best practices with colleagues. Act as a technical resource within the Support organization. Impact You'll Have Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices. Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows. Requirements Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights. A demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease. 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role. Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues. Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments. Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers. Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution. Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues. Nice to Have Experience participating in incident response, production alerting, or on-call rotations in a live production environment. Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues. Experience supporting or operating within SaaS or cloud-based platforms. Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms. Comfort analyzing application logs, system metrics, and traces to diagnose production issues. Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic. Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows. Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. What we offer: A range of medical, dental and vision benefits Stock options for all full-time employees Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met. A 401(k) plan with company match, life insurance, plus long- and short-term disability The opportunity to directly improve medical care and impact patient outcomes Aidoc is deeply committed to creating an inclusive workplace, and to the principle of equal opportunity for all individuals. We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.

🏢 Summary: Shift-based Technical Support Engineer role focused on diagnosing and resolving complex production issues in a global SaaS clinical AI platform. The position acts as a bridge between customers and engineering, owning customer-impacting incidents, troubleshooting distributed systems, and coordinating incident response. Ideal for candidates experienced in SQL-driven investigations, production environments, and cross-team technical collaboration. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to debug issues across distributed systems and application layers, Experience collaborating with Engineering teams on escalations and resolutions, Ability to handle production incidents, alerts, and time-sensitive customer issues, Willingness to work shift-based schedule including evenings, weekends, and holidays, Ability to conduct live troubleshooting sessions with customers 📃 Skills: SQL, SaaS, REST, APIs, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between customers and internal engineering teams, diagnosing complex technical issues, coordinating production incident response, and ensuring the reliability of the platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This is a shift-based role supporting global customers, including Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a bridge between customers and engineering, bringing technical insight and production context to accelerate resolutions. - Strengthen production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern Support organization, contributing ideas that improve detection, investigation, and resolution of issues. Requirements - Exceptional communication skills with a customer-first mindset. - Ability to conduct remote troubleshooting sessions with customers. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or similar role. - Strong troubleshooting and analytical skills. - Proficiency in SQL for production data investigation and root cause analysis. - Ability to debug distributed systems and application layers. - Experience partnering with Engineering teams to drive timely resolutions. - Comfort operating in fast-paced production environments handling incidents and alerts. Nice to Have - Experience with incident response, production alerting, or on-call rotations. - Familiarity with observability, monitoring, and debugging tools. - Experience supporting SaaS or cloud-based platforms. - Working knowledge of tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, REST endpoints, request/response payloads, and authentication mechanisms. - Experience analyzing application logs, system metrics, and traces. - Familiarity with Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar). - Exposure to cloud platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. What We Offer - Medical, dental, and vision benefits. - Stock options for full-time employees. - Flexible time off without accrual limits, coordinated with team needs. - 401(k) plan with company match, life insurance, and long- and short-term disability coverage. - Opportunity to directly improve medical care and patient outcomes.

🏢 Summary: Shift-based Technical Support Engineer role supporting a global clinical AI SaaS platform, acting as the bridge between customers and engineering to resolve complex production issues. The position focuses on diagnosing system behavior, coordinating incident response, and ensuring platform reliability through deep troubleshooting and clear customer communication. Ideal for candidates experienced in production support within fast-paced, customer-facing technical environments. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in complex production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze distributed systems and application layers, Experience collaborating with Engineering teams on escalations, Ability to handle production incidents, alerts, and time-sensitive issues, Availability for shift-based work including evenings, weekends, and holidays, Ability to conduct live troubleshooting sessions with customers 📃 Skills: SQL, APIs, REST, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Quick Facts - Shift-based support role - Global customer-facing production support - Focus on incident response and system reliability Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. - Strengthen production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern, high-impact Support organization, contributing ideas that improve how issues are detected, investigated, and resolved. Requirements - Exceptional communication skills with a customer-first mindset. - Ability to troubleshoot live with customers during critical situations. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or similar roles. - Strong troubleshooting and analytical skills. - Proficiency in SQL for production data investigation and root cause analysis. - Ability to analyze distributed systems and application layers. - Experience collaborating with Engineering teams on escalations. - Comfort operating in fast-paced production environments handling incidents and alerts. Nice to Have - Experience with incident response, production alerting, or on-call rotations. - Familiarity with observability and monitoring tools. - Experience supporting SaaS or cloud-based platforms. - Working knowledge of Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, REST endpoints, request/response payloads, and authentication mechanisms. - Experience analyzing application logs, system metrics, and traces. - Familiarity with Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar). - Exposure to AWS, GCP, or Microsoft Azure. Benefits - Medical, dental, and vision benefits. - Stock options for full-time employees. - Flexible time off without accrual limits, coordinated with team and manager. - 401(k) plan with company match, life insurance, and long- and short-term disability coverage. - Opportunity to directly improve medical care and impact patient outcomes.

🏢 Summary: Shift-based Technical Support Engineer role focused on diagnosing and resolving complex production issues in a global SaaS clinical AI platform. The position bridges customers and engineering, leading incident response, troubleshooting distributed systems, and ensuring platform reliability. Ideal for candidates experienced in production support, SQL-based investigation, and working in fast-paced, customer-facing technical environments. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze system behavior across distributed systems and application layers, Experience collaborating with Engineering teams to escalate and resolve issues, Ability to handle production incidents, alerts, and time-sensitive customer-impacting issues, Availability for shift-based work including evenings, weekends, and holidays, Ability to conduct live troubleshooting sessions with customers 📃 Skills: SQL, APIs, REST, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. - Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows. Requirements - Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights. - A demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role. - Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues. - Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments. - Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers. - Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution. - Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues. Nice to Have - Experience participating in incident response, production alerting, or on-call rotations in a live production environment. - Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues. - Experience supporting or operating within SaaS or cloud-based platforms. - Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms. - Comfort analyzing application logs, system metrics, and traces to diagnose production issues. - Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows. - Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. What we offer: - A range of medical, dental and vision benefits - Stock options for all full-time employees - Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met. - A 401(k) plan with company match, life insurance, plus long- and short-term disability - The opportunity to directly improve medical care and impact patient outcomes

🏢 Summary: Engineering role focused on maintaining and improving a production Ruby on Rails system in a sustainability-focused product. The position involves triaging client requests, resolving full-stack production incidents, and collaborating with Product and Customer teams in a dynamic, ticket-driven environment. It emphasizes system reliability, root-cause analysis, and continuous improvement of support processes. 🗂️ Requirements: 5+ years of Ruby on Rails experience, Strong experience with production systems, Ability to debug and perform root-cause analysis, Full-stack capability (backend, integrations, basic infrastructure), Experience handling incidents and production issues, Ability to work in on-call rotations, Experience with CI/CD pipelines, Experience with cloud infrastructure, Strong understanding of relational databases 📃 Skills: Ruby, Rails, Hotwire, Turbo, AWS, Docker, PostgreSQL, Datadog, GitHub, CI/CD, Jira, Slack 🏢 Description: Do you care about making an impact on sustainability? Help consumers and brands better understand their environmental impact and make better choices for the planet! 🌎 This role sits at the intersection of engineering, product, and client interaction. You will work in a dynamic, ticket-driven environment where priorities shift based on real usage, incidents, and business needs. What you’ll do: Handle and triage incoming client requests (Jira, Slack, calls) Investigate and resolve incidents across the full stack (backend, frontend, integrations) Work on production issues - from quick fixes to deeper root-cause analysis Collaborate with Product and Customer teams to understand and address user needs Implement small improvements and fixes independently Contribute to improving incident handling and support processes Participate in on-call rotations and ensure system reliability Provide technical input on feasibility and impact of client requests Tech stack: Ruby on Rails (monolith) Hotwire / Turbo AWS Docker GitHub Actions (CI/CD) PostgreSQL Datadog What are we looking for? 🎯 5+ years of experience with Ruby on Rails Strong experience working with production systems Excellent debugging and problem-solving skills Ability to work across the stack (backend, integrations, basic infra) Strong ownership and communication skills Comfortable working in a dynamic, reactive environment Nice-to-have: Experience in support / maintenance / -like roles Familiarity with monitoring tools (e.g. Datadog) Experience with AWS What you get: Real impact on system stability and client experience High ownership and autonomy in decision-making Exposure to a wide range of technical challenges Close collaboration with product and client-facing teams Opportunity to deeply understand how the system behaves in production A role suited for engineers who enjoy problem-solving over repetitive feature delivery It is not the best fit if: You are looking for a purely feature-driven role with long-term, predictable roadmaps You get frustrated by frequent context switching or changing priorities You expect a clean, well-structured codebase with minimal technical debt Sounds like a fit? Let’s talk! 🚀

🏢 Summary: Customer Engineer, AI Solutions role focused on leading technical sales engagements and end-to-end implementations of an AI software platform for healthcare practices. The position bridges Sales, Customer Success, Product, and Engineering to secure technical wins, drive customer adoption, and influence product roadmap decisions. It involves solution design, integrations, implementation, and ongoing technical advisory in a fast-paced startup environment. 🗂️ Requirements: 5+ years in Solutions Engineering, Sales Engineering, Solutions Consulting, Technical Consulting, Professional Services, Implementation, or Customer Engineering in high-growth tech companies, Experience leading SaaS or enterprise software implementations from discovery to production launch, Proven experience partnering with Sales to win new business and Customer Success to expand accounts, Strong technical aptitude and ability to explain complex software concepts to non-technical stakeholders, Experience in high-velocity SMB and/or mid-market environments, Cross-functional collaboration with Product, Engineering, Product Marketing, Sales, and Customer Success, Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field (or equivalent experience), Experience with healthcare software, workflows, EMRs/EHRs, or healthcare integrations (preferred) 📃 Skills: SaaS, AI, EMR, EHR, Integrations, APIs, EnterpriseSoftware, Implementation, SolutionDesign, TechnicalDiscovery, ProductDemos, ProofOfConcept, Testing, WorkflowAutomation 🏢 Description: Who we are: Nitra's mission is to build a more efficient healthcare system and the technology that makes it possible. Our goal is to provide an ecosystem of fintech and software solutions that help doctors better manage their practices, so they can have time back to focus on what matters to them most. We operate with urgency, intensity, and ambition. The bar is high because the opportunity is massive. We expect excellence, ownership, and intellectual rigor from every team member. We move fast, make bold decisions, and hold ourselves accountable to results. At the same time, we believe great companies are built on trust and respect. Every voice matters. Every contribution counts. When we win, we win together. We are scaling rapidly and on a clear trajectory toward becoming a unicorn this year — and beyond. Our growth is not accidental; it’s the result of disciplined execution, relentless focus, and a team that refuses to settle. We are building a category-defining company, and we’re looking for people who want to do the most meaningful work of their careers. If you want comfort, this isn’t the place. If you want impact, ownership, and the chance to help build a generational fintech company, welcome. Nitra maintains a hybrid work policy, with team members working from the office four days per week and Wednesdays designated as a work-from-home day. What we're looking for: We are looking for a highly technical, customer-focused Customer Engineer, AI Solutions to help scale one of Nitra's fastest-growing businesses. This role sits at the intersection of Sales, Customer Success, Product, and Engineering and will be responsible for helping healthcare practices successfully evaluate, implement, adopt, and expand Nitra's AI software platform. This is a highly cross-functional role with three core responsibilities. First, you'll partner with Sales and Customer Success to secure the technical win for both new customer acquisitions and cross-sell opportunities. Second, you'll own successful customer implementations, ensuring customers quickly realize value from our AI platform. Third, you'll serve as the voice of the customer by working closely with Product, Product Marketing, and Engineering to influence roadmap decisions and continuously improve the customer experience. The ideal candidate combines strong technical aptitude with exceptional customer-facing skills. You enjoy solving complex customer problems, translating technical capabilities into business value, and building repeatable implementation processes that scale. If you're excited about AI, healthcare technology, and working in a fast-paced startup environment, we'd love to meet you. Your responsibilities will include: - Partner with Sales and Customer Success throughout the sales cycle by leading technical discovery, solution design, product demonstrations, proof-of-concepts, technical evaluations, and implementation planning. - Serve as the technical expert during customer engagements, helping healthcare organizations understand how Nitra's AI platform can automate workflows and improve operational efficiency. - Lead customer implementations from kickoff through production launch, including solution configuration, integrations, testing, training, validation, and go-live support. - Drive customer adoption by helping practices implement best practices, optimize workflows, and maximize long-term value from Nitra's AI software. - Partner closely with Product, Product Marketing, and Engineering to prioritize customer feedback, influence product roadmap decisions, and improve the customer experience. - Build scalable implementation methodologies, technical documentation, playbooks, demo environments, onboarding guides, and best practices that improve deployment quality and reduce time-to-value. - Troubleshoot technical issues and collaborate with Engineering to resolve complex customer challenges. - Measure and optimize implementation performance, technical win rates, customer adoption, customer satisfaction, and implementation quality. - Act as a trusted technical advisor throughout the customer lifecycle while identifying opportunities for expansion and additional product adoption. You have: - 5+ years of experience in Solutions Engineering, Sales Engineering, Solutions Consulting, Technical Consulting, Professional Services, Implementation, or Customer Engineering within high-growth technology companies. - Proven success partnering with Sales organizations to win new business and Customer Success teams to expand existing customer relationships. - Experience leading SaaS or enterprise software implementations from technical discovery through production launch. - Strong technical aptitude with the ability to simplify complex software concepts for physicians, practice administrators, and business stakeholders. - Experience supporting high-velocity SMB and/or mid-market customer environments. - Experience working cross-functionally with Product, Engineering, Product Marketing, Sales, and Customer Success. - Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent technical experience. - Excellent communication, presentation, and executive-facing consulting skills. - High energy, strong executive presence, and the ability to influence without direct authority. - Builder mindset with the ability to thrive in ambiguity and rapidly evolving startup environments. - Experience with healthcare software, healthcare workflows, EMRs/EHRs, or healthcare integrations is strongly preferred. - Experience working in VC-backed Series B-D technology companies is strongly preferred. What we offer: - Equity - Everyone at Nitra is an owner. When the company wins, you win. - Competitive Salary - Your salary will reflect your experience and reward your contributions. - Health Care - Comprehensive health, vision, and dental insurance options. - Retirement Benefits - Generous employer 401K match. - Hybrid work policy with four days in office and Wednesdays work-from-home.

🏢 Summary: The role is for an experienced Technical Product Manager responsible for shaping and delivering the Identity API strategy within a large-scale retail platform handling billions of authentications monthly. You will work closely with engineering teams in an agile environment to drive continuous authentication solutions, prioritise requirements, and align technical roadmaps across business units. The position requires strong API and identity domain expertise to bridge technical and non-technical stakeholders and ensure secure, scalable authentication services. 🗂️ Requirements: 3+ years of Product Management experience in Agile/Scrum environment, Strong understanding of API design and best practices, Experience working with APIs, Cloud Services, and Identity frameworks, Knowledge of authentication standards (OAuth2, OIDC), Ability to translate technical concepts into clear documentation, Experience using Jira, Confluence, Aha!, Technical acumen to collaborate with engineering and estimate complexity, Understanding of technical debt and technology upgrades, Experience working with OKRs 📃 Skills: APIs, Cloud, OAuth2, OIDC, Jira, Confluence, Aha, Agile, Scrum, OKRs, Identity, Authentication 🏢 Description: About the role Identity sits at the heart of this ‘Retail Platform’ across Tesco. The gateway to everything: user interactions, non human interactions, payments, account access and the Clubcard Experience. With billions of API calls across the Identity service each month, and with multiple scrum teams all focussed on the same goal: continuous authentication, everywhere. The right candidate will be able to freely translate from technical to non-technical terms and help close the communications gap between engineering and the rest of the company and be aware of trends / innovations that could help the Identity API which is responsible for billions of authentications each week. What is in it for you Hybrid working We know life looks a little different for each of us. That’s why at Tesco, we always welcome chats about different flexible working options. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support. This role requires you to be based in or near Kraków, as you will spend 60% (3 days) of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Our benefits Tesco is a diverse and exciting employer, dedicated to being #aplacetogeton, providing career-defining opportunities to all of our colleagues. If you choose to join our business, we will provide you with: Up to 20% yearly salary bonus – based on both individual and business performance Permanent contrac t from the go – as a sign of our trust in your abilities Tax-deductible expenses (IP) Private healthcare (LuxMed) Cafeteria & Multisport Additional 4 days of paid leave to support your well-being and family life Increase in annual leave (from 20 to 25 days) for those not yet eligible for the full holiday entitlement Learning opportunities – certified technical training and a learning platform ( Udemy ) Back-to-school day – 1 day off for parents of primary school children Fertility leave – up to 2 weeks of paid leave for IVF treatment Sports activities with a personal trainer in the office Referral bonu s MacBook as your work tool If that sounds exciting, then we'd love to hear from you! You will be responsible for Whilst specific responsibilities will be dependent upon the changing needs of the Tesco business, the following provides an overview of the role’s key responsibilities and measures; Experienced in Product Management, working in an agile or scrum environment for 3+ years. Getting involved and working with a team of developers to deliver value iteratively Strong technical skills working predominately with APIs, Cloud Services, Identity frameworks – ideally from an engineering background Leading the development plans: shaping the overall strategy, defining and prioritising business requirements and working with the different business units to ensure their plans are integrated Work with other Product Managers, architects and the development team to deliver the roadmap using agile methodologies: prioritising requirements, answering development questions and resolving issues, always putting the customer first. This role will best suit an individual who enjoys working as part of a team, is well organised, pragmatic and a lateral thinker with an inquisitive mind who is motivated to make change for the better and, most importantly, puts our customers first. You will need The candidate will need to be able to understand Tesco’s technical landscape, its API infrastructure and deliver value to the organisation. A strong understanding of API design and best practice is essential, whilst prior experience working with authentication standards (e.g. OAuth2, OIDC) is preferable, but not essential. Skills relevant for the job: Excellent written and verbal communication skills: ability to create clear and clean documentation that an engineering team can understand, and act upon (main tools: Jira, Confluence, Aha!) Highly developed stakeholder management skills: equally at home interacting effectively with an Engineer, and senior team member or peers from across the business or beyond Tesco (suppliers, partners, vendors) Great prioritisation and time management skills: able to balance off competing priorities and take a value-based prioritisation approach across it all A methodical/ analytical approach and great problem-solving skills -often from a ‘first principles’ basis Attitude and the aptitude to learn new product area/domain quickly Great presentation and persuasion skills Team player who could work collaboratively with other members of the team Ownership, responsiveness and commitment towards assigned work Strong decision making and prioritization skills, especially when multiple trade-offs are involved and faster decision are required Expertise of Agile methodologies, writing effective user stories/ acceptance criterions Great people skills and can gain respect and trust of team members and others working with you Experience relevant for this job: Good domain expertise in the relevant functional area/ a large complex domain Knowledge and experience of product management best practice and methodologies and strong technical acumen Technically competent to influence and understand the solution context and approach and aid engineering in estimating the complexity of work being requested Understands the impact Tech debt is causing and the value Tech upgrades can bring in, and can hold the objective conversations with your technology counterparts to prioritize it during any sprint Experience working with OKRs highly preferred About us Our colleagues work with one goal in mind, helping to make every day a little better for our customers, colleagues and communities all over the world. No two customers are the same, neither are our colleagues. At Tesco, we champion a balance that lets you thrive both in and out of work. Spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Whether you're just kicking off your career, juggling passions, or navigating big life events, we're here to support you. Tesco is committed to celebrating diversity and everyone is welcome at Tesco. As a Disability Confident Employer, we’re committed to providing a fully inclusive and accessible recruitment process, allowing candidates the opportunity to thrive and inform us of any reasonable adjustments they may require. Want to get to know us better? Watch our team talk about our culture – YouTube What our colleagues like the most at Tesco: We develop our own products We make an impact; large scale of operation Accountability and respect are given to us We cooperate and support each other There are great colleagues who are divided into small teams here We can develop and learn new things Discover how our colleagues shape Tesco’s tomorrow .

🏢 Summary: Senior Software Engineer role focused on designing and building AI-powered backend systems that automate healthcare operations while supporting human workflows. The position involves hands-on system architecture, workflow orchestration, distributed systems, and AI process automation in a regulated environment. Remote-first work with required overlap with US Central Time. 🗂️ Requirements: 6+ years of experience building and maintaining production software systems, Strong experience designing and owning complex backend systems, Strong backend engineering skills, Experience with asynchronous, event-driven, or workflow-based distributed systems, Ability to work with 4–5 hour daily overlap with US team, Experience with AI or LLM-based systems and process automation, Strong spoken and written English communication skills, Ability to solve unclear problems with incomplete information, Self-motivated with strong ownership and responsibility 📃 Skills: TypeScript, Node.js, AI, LLM, Claude, Backend, APIs, HIPAA 🏢 Description: Please Note: Overlap with Central US Time required (until 20-21:00 CEST) We are a health technology company that helps older people and their families apply for important eldercare benefits, including Medicaid, Medicare, and VA programs. We work with healthcare, government systems, and people’s daily lives, so accuracy, reliability, and trust are very important. As the number of patients grows from hundreds to thousands, manual work is no longer enough. We are building AI-powered systems to automate routine tasks while keeping people involved for quality checks, difficult cases, and patient safety. Our goal is to make healthcare operations more scalable without losing the human connection. The Role We are looking for a Senior Software Engineer to lead the design and development of systems that combine AI automation with human workflows. This is an important role close to the core business. It is a fully hands-on position with no management duties or direct reports. You will not only build features, but also design systems, define best practices, and guide technical decisions as we grow. You should feel comfortable solving unclear problems, working closely with operations and product teams, and making smart decisions in a regulated environment. This role is a good fit for someone who enjoys system design, building reliable infrastructure, and taking ownership of their work. What You’ll Work On Designing workflow and orchestration systems for complex operations. Creating AI automations that handle routine tasks safely and send difficult cases to humans. Building systems where AI supports human work before, during, and after tasks. Managing long-running workflows that can last days or weeks. Connecting with external systems such as EVV platforms, insurers, government portals, and older messaging tools. Designing confidence scoring, auditing, and rollback systems for AI processes. Improving system reliability, monitoring, and error handling in production. Responsibilities Lead the technical design and development of scalable backend systems. Make and document architecture decisions with clear trade-offs. Create patterns for collaboration between AI systems and human workers. Work closely with operations teams to understand real-world issues and edge cases. Make sure systems are observable, auditable, and safe to run at scale. Identify technical risks early and suggest solutions. Maintain high standards for code quality, testing, and system design. Share knowledge and help improve the team’s technical standards through reviews and collaboration. What We’re Looking For Required 6+ years of experience building and maintaining production software systems. Strong experience designing and owning complex backend systems. Strong backend engineering skills (we use TypeScript and Node.js, but other languages are welcome). Experience with asynchronous, event-driven, or workflow-based distributed systems. Ability to work with a daily 4–5 hour overlap with the US team (until 20:00 or 21:00 Polish time). Comfortable working with unclear problems and incomplete information. Strong spoken and written English communication skills. Self-motivated with a strong sense of ownership and responsibility. Experience working with AI or LLM-based systems and process automation, such as using Anthropic’s API (Claude) or similar tools in business workflows. Nice to Have Experience in healthtech or other regulated industries. Knowledge of HIPAA and healthcare data privacy and security rules. Experience building systems with strict compliance or audit requirements. Experience with human review workflows. Experience integrating with unstable or legacy third-party APIs. Master’s or PhD in Computer Science, Engineering, or a related field. How We Work Remote-first company. Small, experienced teams with high trust and independence. Strong focus on system accuracy, reliability, and long-term maintenance. Practical and thoughtful use of AI, both for internal development and within our product. Direct connection to real users and operational impact.