Job Title

About UsWe are looking for a motivated Escalation Engineer to join our team. You have a passion for understanding and supporting your users, and are excited to deepen your software development and investigation skills. You thrive in fast-paced environments where no two days are the same -- triaging complex issues, diving into logs and code, and working sidebyside with engineering to keep our platform reliable. You are passionate about building products and systems that make a meaningful impact on the lives of thousands of people and their health.Preferred ScheduleCandidates located in or able to work Eastern Standard Time (EST) hours are preferred.Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in peoples lives!What Youll DoRespond to submitted requests through our ticketing system and via direct message, providing technical support for our clinical applicationsCoordinate with other teams on Slack to troubleshoot issues, triaging by severity and driving toward resolution within SLA targetsRespond to incidents -- gathering information, troubleshooting, and helping guide them to resolution alongside engineering teamsUpdate status pages during escalations and write postmortems summarizing root cause, impact, and followup actionsCreate knowledge base articles, runbooks, and canned responses with clear, repeatable steps in ConfluencePerform deep troubleshooting using past experience, internal tools, and observability platforms such as Datadog and Sentry -- investigating down to the code level where neededTranslate complex technical findings into clear updates for nontechnical stakeholders including clinical and operational teamsIdentify trends in recurring incidents and surface patterns to engineering and product teams to drive systemic improvementsBuild tools and scripts to support our teams, improving development and operational efficiencyOperate within our Quality System, creating and updating records that support our regulated Medical DevicesExercise strong judgment on privacysensitive cases including entangled patient profiles, merge requests, and data integrity issuesWhat Youll Bring35 years of experience in technical support, escalation engineering, or a related role involving handson troubleshooting of production systemsDemonstrated software development experience (e.g., Python, TypeScript, NodeJS, React)A proactive mindset that persistently hunts down root causes and implements durable solutions rather than applying oneoff fixesHandson experience with observability tools (Datadog, Sentry, New Relic, or similar) and ticket management in JiraExperience with incident management processes, including acting as incident commander or oncall responderExperience debugging web applications using browser developer tools and tracing issues across the full stackAbility to troubleshoot APIs, reproduce issues, and write clear defect reports for engineering teamsCalm under pressure with strong prioritization skills -- comfortable managing competing urgent requests simultaneouslyOutstanding communication skills with the ability to work collaboratively in remote/async environments and translate technical issues for nontechnical audiencesAn excitement to learn new skills and technologies on the jobBachelors Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional abilityNice To HaveExperience in safetycritical environments, medical technology, or HIPAA/privacysensitive environmentsFamiliarity with MRI imaging workflows, DICOM, or clinical application supportBackground in SRE practices: monitoring, alerting, runbook automationFamiliarity with Auth0 or AWS infrastructureExperience with SQL and database troubleshootingOur ValuesFirst: we are PioneersTransforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding.Second: we are PlatformBuildersWere always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of whats ahead in a mindset of ownership and duty to our mission.Above all: we are PatientsWe could all be the next person who walks through our very doors, seeking clarity or peace of mind. We are proud of our impact on our patients lives, and we wont stop till everyone can benefit from our work.What We OfferAn avenue to make a positive impact on peoples lives and their healthWe believe in preventative healthcare for everyone, including our team Prenuvo provides free, wholebody scans to each team memberGrowth opportunities are at the heart of our people journey, were doing big things with bright minds there is no single path to success, it can be shaped along the wayBuilding strong relationships is at the core of everything we do our team gets together each week to connect, share, and socializeRecognizing time away to restore is vital to our wellbeing we have a flexible vacation policy and we will encourage you to use itWe now offer the Prenuvos Commuter Benefits Plan to help cover your transit and parking costs. Whether you ride, drive, or park, weve got you coveredmaking your commute easier and more affordable!Prenuvo offers a 401(k) retirement savings plan to eligible employees, allowing team members to make pretax contributions toward their retirement. While Prenuvo facilitates access to the plan, the company does not currently offer matching contributions.We offer a comprehensive benefits package including health, dental, vision, including Mental Health coverage, to support you and your familyThe base salary for this role ranges from $90,000-$110,000 in local currency, depending upon experience and geographic locationWe are an equalopportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.As part of the hiring process, successful candidates will undergo a background check in compliance to applicable federal, provincial, and state rules.Please be advised that official communication from our recruitment team will only come from our authorized domain prenuvo.com. If you are contacted by a recruiter, please ensure their email address ends with @prenuvo.com. We do not use thirdparty recruitment services or any other email domains for hiring purposes. If you receive communication that you believe to be fraudulent, please report it immediately to . #J-18808-Ljbffr