Application Support Engineer, Tier 3

Get Well

full-time

Posted on: 9/18/2025

Origin: • 🇺🇸 United States

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💰 $95,000 - $120,000 per year

Mid-LevelSenior

AWSCloudNGINX

About the role

Serve as the primary after-hours support resource when needed, monitoring system alerts (e.g., Icinga), intaking and triaging client-reported issues, answering support calls, and escalating incidents
Perform production-level activities on behalf of Product Engineering, including executing critical deployments and troubleshooting complex issues
Expeditiously address Support Incident tickets that require Tier 3 Engineering resources
Liaise with Product Development and Engineering to form cross-functional relationships focused on knowledge transfer and development
Mentor and upskill Tier 2 agents to reduce Tier 3 ticket volume
Improve Support documentation and Knowledge Management
Provide Support Incident trends and insights to QA Engineering
Aid in documentation of Root Cause Analyses, Standard Operating Procedures, and technical knowledge articles
Support key production activities related to roadmap initiatives to ensure successful deployments, reliability, and scalability

Current or previous experience in a technical Support or Engineering role at Get Well
At least 5 years of tenure at Get Well in roles that demonstrate progressive technical responsibility (60 months)
Direct experience working on client production support issues, including triaging, troubleshooting, and resolving escalated incidents
Proven ability to navigate internal systems, tools, and processes (ticketing platforms, Icinga, technical documentation repositories, deployment workflows)
Advanced product knowledge and deep understanding of the technology stacks within the Get Well product portfolio
Experience navigating APIs, analyzing system logs, querying databases, and working with modern web application architectures
Demonstrated proficiency reading and interpreting system and application logs, including WildFly, NGINX, webOS, iPad, and AWS CloudWatch
Experience with both on-prem and cloud deployed infrastructure and knowledge of software deployment lifecycles
Exceptional problem-solving and troubleshooting skills
Ability to work effectively and positively across numerous teams within the organization
Strong written and verbal communication skills and client-facing comfort
Strong organizational and time management skills with ability to juggle multiple priorities
Flexibility in primary work hour scheduling, including weekends, holidays, and 3rd shift availability
Solution mindset with inclination toward operational improvement