DoseSpot

Support Engineer

• Provide leadership and coaching to develop and mentor our Support Managers and their teams.
• Establish a culture of accountability, technical excellence, and customer-first thinking.
• Collaborate cross-functionally with Product, Engineering, QA, Implementation, and Customer Success to ensure seamless issue resolution and proactive customer support.
• Develop and optimize incident management, escalation protocols, and root cause analysis processes.
• Implement support metrics (SLAs, CSAT, NPS, backlog) and use data to drive performance improvements.
• Identify recurring customer issues and partner with Engineering/Product to address them at the root level.
• Serve as the escalation point for complex technical issues requiring deep product and system knowledge.
• Guide the team in troubleshooting, log analysis, API debugging, and integration support.
• Advocate for customer needs in product roadmap discussions, ensuring support feedback informs prioritization.
• Lead technical enablement programs for both the support engineering team and customer-facing teams.
• Represent the company in critical customer conversations and executive briefings.
• Develop strategies for proactive support, including health checks, monitoring, and customer education.
• Work with COO, People Ops, Vendor Management, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly.

Director of Customer Support Engineering

Full-stack Engineer

• Lead design and execution of AI powered POCs/POTs and prototypes to validate strategic use cases, with a strong focus of measurable outcomes and technical scalability.
• Partner cross-functionally with with Product, Engineering, and Business stakeholders to define AI strategies and identify high-impact areas for innovation.
• Build out frameworks or backend solutions to support AI workloads (APIs, microservices, cloud infrastructure).
• Utilize various LLMs (e.g OpenAI, Claude, LLaMA) or other ML techniques as relevant to build data processing routines, training and testing models. Monitor performance, quality of results and retrain models as required.
• Identify and implement procedures for engineering excellence using AI assisted technologies (e.g. GitHub CoPilot)
• Continuously evaluate and operationalize emerging AI/ML/GenAI techniques, contributing to internal knowledge sharing and standard-setting across teams aligned with best practices.

Senior AI Software Developer

DevOps Engineer

• Build, architect and maintain secure, scalable, and highly available cloud infrastructure in Azure, with some support for AWS.
• Lead the design and implementation of Infrastructure as Code (IaC) using Bicep or Terraform.
• Champion DevSecOps practices and CI/CD pipeline improvements across teams.
• Integrate security and compliance into infrastructure and deployment workflows from the ground up.
• Own observability and reliability strategies, applying SRE principles such as incident response, SLOs, and postmortems.
• Mentor and advise other engineers and peers, influencing architectural decisions.
• Own delivery of key DevOps initiatives from planning through execution, collaborating across engineering, security, and product teams to align infrastructure with business goals.
• Participate in Agile ceremonies and influence release planning and architectural decisions.
• Evaluate and implement new tools and technologies to enhance system performance, reliability, and developer experience.
• Define and track KPIs and SLOs to measure system health and team effectiveness.
• Lead incident response efforts and conduct blameless postmortems to drive continuous improvement.
• Partner with security and compliance teams to ensure infrastructure meets regulatory and organizational standards.
• Contribute to the development of internal documentation, runbooks, and knowledge-sharing initiatives.
• Participate in on-call rotations and provide Level 3 support for production systems.

Senior DevOps Engineer

• Serve as a cross-functional AI thought partner, driving the strategic roadmap in partnership with Product, Engineering, and Executive leadership. Align AI innovation with company-level objectives and outcomes.
• Lead technical and strategic evaluation of AI opportunities, framing and executing POCs/POTs with clear business cases, conceptual models, and measurable impact
• Set technical vision and architectural guardrails for AI/GenAI systems, ensuring alignment with scalability, compliance, and long-term platform strategy.
• engineering teams to adopt AI-enhanced workflows. Provide architectural leadership and mentorship to embed AI best practices.
• Act as principal-level SME, architecting AI/ML adoption across product teams. Shape internal standards, advise on build vs. buy decisions, and mentor senior developers.
• Act as subject matter expert enabling multiple engineering teams to adopt AI-enhanced workflows. Provide architectural leadership and mentorship to embed AI best practices.
• Lead competitive AI landscape scanning, synthesizing emerging research and tooling into actionable guidance for engineering leadership and product strategy
• Lead technical discussions and make critical architectural decisions.
• Ensure adherence to SOLID principles, design patterns, microservices architecture, and domain-driven design (DDD).
• Develop proof-of-concepts to evaluate new technologies and frameworks.
• Drive best practices in CI/CD, DevOps, and cloud deployment strategies.
• Guide development teams in adopting modern AI assisted development technologies

Director of Customer Support Engineering

Senior AI Software Developer

Senior DevOps Engineer

AI Software Architect / Developer