Technical Support Engineer

🏢 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 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: 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 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: Staff Engineer role focused on leading the design, evolution, and reliability of a high-scale distributed backend platform that generates and distributes real-time customer offers. The position combines deep hands-on backend engineering with architectural leadership in event-driven systems. It emphasizes scalability, performance, observability, and operational excellence in a complex production environment. 🗂️ Requirements: Experience owning complex backend systems end-to-end in scalable production environments, Proven experience designing and operating distributed systems, Strong backend engineering expertise in Java, Solid understanding of JVM performance, Hands-on experience with Apache Kafka, Hands-on experience with Spring Boot and/or Vert.x, Hands-on experience with Redis, Hands-on experience with OpenSearch or Elasticsearch, Experience with observability tools such as Datadog, Grafana, or Kibana, Strong system design skills in event-driven and asynchronous architectures, Knowledge of concurrency and non-blocking system design, Experience with scalability, resiliency, and fault-tolerance strategies, Experience debugging production incidents in distributed environments 📃 Skills: Java, JVM, Kafka, Spring, Vert.x, Redis, OpenSearch, Elasticsearch, Datadog, Grafana, Kibana, Kubernetes 🏢 Description: ABOUT THE ROLE We are looking for a passionate and highly experienced Staff Backend Engineer to help lead the design, development, reliability, and evolution of a complex distributed backend platform. This role is ideal for someone who enjoys going deep into understanding both the technical and business context behind problems, not just implementing solutions mechanically. We value engineers who are curious, proactive, and driven by learning - people who enjoy experimenting, challenging assumptions, and troubleshooting complex systems until the root cause is fully understood. As a Staff Backend Engineer, you will provide technical leadership across architecture, engineering practices, and platform evolution while remaining hands-on when needed. You will help teams make better technical decisions, raise engineering standards, simplify complex systems, and create solutions that balance business needs with long-term platform health. We're looking for someone who is comfortable working in ambiguity, treats failure as an opportunity to learn, welcomes constructive feedback, and leads through collaboration, ownership, and execution rather than authority. ABOUT YOUR FUTURE PLATFORM TEAM We build and operate a critical backend platform that generates, validates, and distributes customer-facing offers across multiple markets in real time. The system sits at the intersection of pricing, configuration, compliance, and localization - where milliseconds matter, correctness is non-negotiable, and small mistakes can have large-scale impact. Our systems apply complex configuration and licensing rules, handle market and event-level blocking, manage multi-language localization, and transform raw pricing data into customer-ready offers consumed across the ecosystem. We process high-throughput event streams, deal with constantly changing data, and solve problems that require both strong engineering fundamentals and deep domain understanding. Success means no incorrect or missing offers in production, near real-time reflection of pricing and configuration changes, fully compliant offers across jurisdictions, and seamless multi-language experiences for customers. Our ecosystem is built around: Event streaming and backbone: Apache Kafka Backend services: Java 23+ with Spring Boot and Vert.x (we are continuously evolving toward highly reactive, asynchronous, and event-driven architecture) State and performance optimization: Redis Search and analytics: OpenSearch / Elasticsearch Observability and operations: Datadog, Grafana, Kibana Runtime and scalability: Kubernetes-based containerized infrastructure We are actively evolving our platform toward more reactive, asynchronous, and event-driven architectures, making this an exciting environment for engineers who enjoy distributed systems, performance, concurrency, and real-time data processing challenges. WHAT YOU'LL DO Technical Leadership Leading architecture and design discussions for scalable, resilient distributed systems Collaborating with Architects and senior engineers to define solution approaches and evaluate new technologies through spikes and PoCs Improving and simplifying existing system designs while maintaining high engineering standards for performance, correctness, and maintainability Maintaining a strong engineering bar across quality, scalability, and maintainability Platform Reliability & Engineering Excellence Proactively identifying scalability, reliability, and performance risks across the platform Leading debugging and root cause analysis for complex production incidents Improving observability, monitoring, alerting, and operational readiness Driving technical debt reduction and continuous platform improvement Promoting best practices across event-driven systems, resiliency patterns, performance optimization, testing, automation, and CI/CD Team Enablement & Collaboration Supporting day-to-day technical coordination within the team and contributing to incident handling and engineering discussions Mentoring engineers through design reviews, code reviews, and hands-on technical guidance Supporting cross-team collaboration and helping troubleshoot integration and platform issues Encouraging a culture of collaboration, clarity, and shared ownership Actively participating in engineering communication channels and helping unblock others Delivery & Execution Working closely with Product, Engineering Managers, and Architects to translate ideas into executable technical solutions Helping define and break down EPICs and technical initiatives in Jira Driving clarity in ambiguous or complex technical initiative Ensuring alignment between short-term delivery needs and long-term platform evolution WHAT WE'RE LOOKING FOR Required Experience: Experience owning complex backend systems end-to-end in scalable production environments Proven experience designing and operating distributed systems Strong backend engineering expertise in Java, with solid understanding of JVM performance Hands-on experience with: Apache Kafka and event-driven architectures Spring Boot and/or Vert.x Redis for low-latency and stateful use cases OpenSearch / Elasticsearch for querying and analytics Observability tools such as Datadog, Grafana, or Kibana Strong system design skills, including: Event-driven and asynchronous architectures Concurrency and non-blocking system design Scalability, resiliency, and fault-tolerance strategies Evaluating trade-offs between latency, throughput, and consistency Experience debugging production incidents in distributed environments Strong communication skills and ability to influence technical decisions across teams Proactive mindset with strong ownership and accountability Comfortable working in complex, fast-paced engineering environments Collaborative approach and willingness to support and mentor others Nice to Have: Kubernetes and cloud-native infrastructure experience Experience building internal platforms or shared engineering frameworks SRE mindset and operational excellence practices Experience with real-time or high-throughput data systems Experience leading cross-team technical initiatives WHAT SUCCESS LOOKS LIKE Teams rely on you for technical direction and practical problem-solving The platform becomes more reliable, scalable, and easier to operate over time Production incidents decrease due to proactive engineering and improved system design Cross-team dependencies are better coordinated and easier to manage Engineering quality and consistency improve across services and squads Engineers grow technically through your mentorship and guidance WHAT WE OFFER Competitive salary aligned with your experience, expertise, and impact A collaborative, inclusive, and fast-paced engineering environment where ideas are welcomed, ownership is encouraged, and continuous learning is valued Hybrid work policy 4 weeks of Workation (T&C apply) Benefits package - 800 PLN net (B2B)/gross (UOP) monthly with access to the cafeteria platform (private medical care, insurances, sports card) Training budget ICAS assistance program that can provide help and guidance during challenging moments. Our office provides complimentary snacks and drinks; on Mondays, we serve complimentary breakfast. Team and office social events throughout the year Free parking for bicycles and motorcycles Free gym in the building Equipment: MacBook Pro + smartphone (iPhone 16/17 or Samsung Galaxy S25)

🏢 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: Technical Support Specialist role focused on providing L1/L2 support for hospital customers using IoT (BLE/RTLS) devices and a cloud platform. The position involves end-to-end issue ownership, troubleshooting across hardware, software, and integrations, and close collaboration with engineering. Includes shift work, 24/7 on-call rotation, and occasional on-site support for healthcare deployments. 🗂️ Requirements: 2–4+ years Technical Support or Helpdesk (L1/L2) experience in B2B SaaS or hardware, Experience with ticketing systems (e.g., Zendesk), Ability to troubleshoot hardware, web applications, and integrations, Basic scripting skills (Python or Bash), Ability to read and analyze logs and dashboards, Basic knowledge of PostgreSQL, Experience with REST APIs and webhook troubleshooting, Experience with SSO/IdP systems, Ability to perform remote diagnostics, Willingness to participate in 24/7 on-call rotation, Fluent written and spoken English 📃 Skills: Zendesk, Python, Bash, PostgreSQL, REST, Postman, Webhooks, SSO, IdP, BLE, RTLS, IoT, Grafana, Keycloak, AI 🏢 Description: Our Customer Technical Support team keeps Kontakt.io 's hospital and health system customers running. When something goes wrong, you're the first voice they hear — and the person who sees it through to resolution. We're looking for someone who genuinely enjoys working with customers, stays calm under pressure, and has the technical depth to diagnose complex issues across hardware, software, and integrations. You'll work a rotating weekly shift (09:00–17:00 / 16:00–24:00 CET), participate in a 24/7 on-call rotation, and be a key part of how we deliver world-class support at scale. What you will be working on Customer relationships & resolution Be the trusted point of contact for our hospital customers — responsive, clear, and calm. You own issues end-to-end, from first contact to verified fix, and customers should feel it. Troubleshooting & diagnostics Root-cause failures across BLE/RTLS devices, the Kontakt.io cloud platform, and hospital integrations. Read logs, use dashboards, form a hypothesis, test it. Knowledge & continuous improvement Turn solved problems into reusable knowledge — runbooks, articles, macros. Use AI tools to work faster, document better, and spot patterns before they become trends. Engineering collaboration Escalate with precision — crisp repro steps, clean environment details. Drive issues to closure and feed insights back to the product and engineering teams. Day to Day Responsibilities Own inbound tickets via Zendesk, email — respond fast, meet SLAs, keep customers informed Triage and resolve L1/L2 issues across web apps, devices, and integrations Write clear escalations with logs and repro steps; track to verified closure Provide real-time remote support to Professional Services team during on-site customer deployments — troubleshooting network, configuration, and device issues as they happen Maintain knowledge base articles and runbooks that reduce repeat tickets Use AI tools actively to accelerate troubleshooting, drafting, and documentation Support shift handoffs with accurate open-item status Coordinate RMAs and hardware replacements with Operations when needed Participate in a 24/7 on-call rotation for priority incidents outside business hours Travel occasionally to EU customer sites to support deployments, go-lives, and on-site troubleshooting What We Are Looking For 2–4+ years in Technical Support or Helpdesk (L1/L2) for B2B SaaS or hardware platforms Genuinely customer-centric — you care about the person, not just the ticket Strong communicator: clear and empathetic with end users, precise and concise with engineers Hands-on with Zendesk or equivalent; comfortable with remote diagnostics Basic scripting (Python/Bash) and ability to read logs and dashboards Basic knowledge of database (PostgreSQL) Active user of AI tools in daily work (ChatGPT, Claude, Copilot, or equivalent) SSO/IdP, REST APIs, Postman, or webhook troubleshooting experience Open to participating in a 24/7 on-call rotation for priority incidents — you understand the responsibility that comes with supporting critical healthcare infrastructure Open to occasional travel within Europe for customer deployments and on-site support Strong written and verbal English Nice To Have Exposure to BLE, RTLS, or IoT environments Familiarity with Grafana, or similar monitoring tools Familiarity with Keycloak HIPAA awareness in software/data contexts We offer Rotating weekly shifts — 09:00–17:00 one week, 16:00–24:00 the next 24/7 on-call rotation shared across the team Hybrid — Kraków office, 3 days/week onsite Occasional travel to EU customer sites — hands-on work with real hospital deployments Competitive salary + ESOP Real-time IoT and AI platform used in leading US hospital networks Private medical care and cafeteria benefits Flat structure, no-ego culture, direct access to engineering and product

🏢 Summary: Hybrid B2B role for an Application Support Engineer focused on production support, DevOps practices, and CI/CD pipeline management in complex environments. The position involves leading incident resolution, optimizing service performance, managing containerized deployments, and driving automation and Infrastructure as Code initiatives. The role also supports AI/ML workloads and continuous improvement of operational processes. 🗂️ Requirements: Experience with Docker containerization, Experience with Kubernetes orchestration, Proficiency with CI/CD tools (Jenkins, Maven), Advanced troubleshooting using Splunk, Experience with relational databases (Oracle, DB2), Strong knowledge of DevOps practices, Experience managing production and pre-production environments, Ability to lead RCA and incident management processes 📃 Skills: Docker, Kubernetes, Jenkins, Maven, Splunk, Oracle, DB2, DevOps, CI/CD, RCA, IaC 🏢 Description: B2B contract rate 130 pln/h + VAT work mode: hybrid, Gdańsk We are seeking an experienced Application Support Engineer to join the team. The ideal candidate will have a deep understanding of DevOps practices, innovative solutions, and the ability to manage complex environments effectively. Main Responsibilities Lead RCA processes and implement preventive measures for incident & problem management. Monitor, analyze, and optimize service performance and stability in production support. Build, maintain, and enhance deployment pipelines for multiple APIs in CI/CD management. Maintain Pre-Production and Production environments through effective environment management. Collaborate closely with Platform Operations teams and the delivery factory to foster cross-team collaboration. Create comprehensive runbooks and knowledge bases for operational procedures. Evaluate and implement new DevOps tools, practices, and AI-powered solutions to drive innovation leadership. Implement Infrastructure as Code practices and drive automation for self-healing infrastructure solutions. Support AI/ML workload deployments and operations. Lead the adoption of emerging technologies and best practices. Key Requirements Experience with Docker containerization and Kubernetes orchestration. Proficient in CI/CD tools such as Jenkins and Maven. Advanced troubleshooting skills using tools like Splunk. Proficient in relational databases, specifically Oracle and DB2. Nice to Have Experience with Infrastructure as Code using Ansible. Basic knowledge of Spring, Hibernate, XML, JSON, and Kafka. Experience with modern observability tools such as Prometheus, Grafana, and ELK stack. Experience in AI/ML operations (MLOps) and AI agent deployments. Knowledge of AI model serving platforms and ML workload containerization. Strong understanding of AI agent orchestration and workflow automation. Ability to evaluate and integrate new DevOps tools and practices. Software development knowledge in Java/J2EE. Experience with cloud platforms (AWS, Azure, or GCP). Familiarity with IBM Datastage.

🏢 Summary: Technical Support Engineer role focused on maintaining and supporting air-gapped cloud environments based on Kubernetes. The position involves infrastructure monitoring, incident resolution, and ensuring high availability in a 24/7 Follow-the-Sun model. The role includes operational procedures management and troubleshooting containerized environments. 🗂️ Requirements: Very good knowledge of Kubernetes, CKAD-level knowledge or equivalent practical experience, Experience in Kubernetes administration, Experience in troubleshooting containerized environments, Knowledge of Git 📃 Skills: Kubernetes, Git, GCP, CKAD, CKA, SAP, GDC 🏢 Description: Poszukujemy Technical Support Engineera, który dołączy do zespołu odpowiedzialnego za utrzymanie i wsparcie środowisk chmurowych opartych o Kubernetes. Osoba na tym stanowisku będzie odpowiadać za monitorowanie infrastruktury, rozwiązywanie incydentów oraz zapewnienie ciągłości działania środowisk. Praca odbywa się w modelu 24/7 Follow-the-Sun, we współpracy z międzynarodowymi zespołami z różnych stref czasowych. Zadania : Utrzymanie oraz wsparcie środowiska GDC działającego w modelu air-gapped. Monitorowanie oraz rozwiązywanie zgłaszanych incydentów. Wykonywanie, walidacja oraz aktualizacja procedur operacyjnych (SOP). Analiza i koordynacja rozwiązywania problemów zgłaszanych przez użytkowników SAP. Udział w dyżurach on-call oraz obsługa krytycznych incydentów produkcyjnych (P0/P1). Tworzenie i utrzymywanie dokumentacji technicznej oraz usprawnianie procesów operacyjnych. Wymagania : Bardzo dobra znajomość oraz umiejętność pracy z Kubernetesem. Wiedza na poziomie Certified Kubernetes Application Developer (CKAD) lub równoważne doświadczenie praktyczne. Znajomość Git. Doświadczenie w administracji Kubernetes oraz diagnozowaniu problemów w środowiskach kontenerowych. Mile widzane : Certyfikat CKA (Certified Kubernetes Administrator​) lub CKAD (Certified Kubernetes Application Developer​) Doświadczenie w pracy z GCP

🏢 Summary: IT Operations Engineer role focused on supporting and maintaining a Kafka-based messaging platform in a production environment, ensuring high availability, stability, and performance. The position emphasizes incident management, troubleshooting, monitoring, and user support rather than platform development. The engineer works closely with internal users and engineering teams to maintain operational excellence and continuously improve support processes. 🗂️ Requirements: Hands-on experience with Apache Kafka or similar event streaming platforms, Understanding of distributed systems concepts (partitioning, replication, scaling), Experience in IT operations, production support, or platform support roles, Strong troubleshooting skills in production environments, Experience with monitoring, logging, and alerting tools, Knowledge of Git and version control practices, Familiarity with GitLab CI/CD pipelines, Experience with incident management processes and ticketing tools, Experience working with runbooks and SOPs, Fluency in English (written and spoken) 📃 Skills: Kafka, DistributedSystems, Monitoring, Logging, Alerting, Git, GitLab, CI/CD, IncidentManagement, AWS, Kubernetes, Grafana, Prometheus 🏢 Description: About Company: Team Connect is Poland’s leading nearshore and offshore IT provider. Since 2008 we successfully create and develop software for our clients. We specialize in Agile and DevOps-based software development. From the analysis stage through implementation. We develop backend, frontend, and mobile applications. For one of our clients, we are looking for an Operations Engineer (Kafka Platform Support) This role is ideal for an IT Operations Engineer focused on maintaining and supporting a Kafka-based platform in production. The position emphasizes operational excellence, incident management, and user support rather than platform development, ensuring reliable and efficient system performance. Key Responsibilities: IT Operations & Platform Support Operate, monitor, and maintain the Kafka-based messaging platform in a production environment Ensure platform availability, stability, and performance in line with operational SLAs Monitor system health using logs, metrics, and alerting tools Perform routine operational checks and maintenance activities Incident Management & Troubleshooting Handle incidents and service requests via ticketing systems and internal support channels Troubleshoot issues across Kafka components (brokers, producers, consumers, integrations) Analyze logs, metrics, and system behavior to identify root causes Escalate complex issues to engineering teams where necessary Runbook Execution & Operational Processes Execute operational procedures based on runbooks and standard operating procedures (SOPs) Perform configuration changes (topics, access controls, settings) following established processes Maintain and continuously improve operational documentation and runbooks User Support & Communication Act as a primary support contact for internal users of the Kafka platform Provide technical support via collaboration tools (e.g., Slack, Teams) Assist users with troubleshooting and best practices Translate user-reported issues into actionable insights for technical teams Collaboration & Continuous Improvement Work closely with engineering and platform teams to resolve incidents Identify recurring operational issues and suggest improvements or automation Participate in incident reviews and post-mortems Provide feedback to improve platform usability and support processes Required Skills & Qualifications: Technical Skills Hands-on experience with Apache Kafka or similar event streaming platforms Understanding of distributed systems (partitioning, replication, scaling) Strong troubleshooting skills in production IT environments Experience with monitoring, logging, and alerting tools Knowledge of Git and version control practices Familiarity with GitLab CI/CD and working with existing pipelines IT Operations Experience Experience in IT operations, production support, or platform support roles Familiarity with incident management processes and tools Experience working with runbooks, SOPs, and structured support models Communication & Collaboration Strong communication skills and ability to explain technical issues clearly Experience working with internal customers and cross-functional teams Customer-focused mindset with a proactive approach to support Fluency in English (written and spoken) Nice to Have: Experience with AWS or other cloud platforms Familiarity with Kubernetes and containerized environments Experience with monitoring tools such as Grafana and Prometheus Benefits: Long-term cooperation Multisport, private healthcare, life insurance Training budget English lessons Support from a dedicated partnership consultant