Respond to submitted requests through our ticketing system and via direct message, providing technical support for our clinical applications
Coordinate with other teams on Slack to troubleshoot issues, triaging by severity and driving toward resolution within SLA targets
Respond to incidents -- gathering information, troubleshooting, and helping guide them to resolution alongside engineering teams
Update status pages during escalations and write postmortems summarizing root cause, impact, and follow-up actions
Create knowledge base articles, runbooks, and canned responses with clear, repeatable steps in Confluence
Perform deep troubleshooting using past experience, internal tools, and observability platforms such as Datadog and Sentry -- investigating down to the code level where needed
Translate complex technical findings into clear updates for non-technical stakeholders including clinical and operational teams
Identify trends in recurring incidents and surface patterns to engineering and product teams to drive systemic improvements
Build tools and scripts to support our teams, improving development and operational efficiency
Operate within our Quality System, creating and updating records that support our regulated Medical Devices
Exercise strong judgment on privacy-sensitive cases including entangled patient profiles, merge requests, and data integrity issues

Requirements

3–5 years of experience in technical support, escalation engineering, or a related role involving hands-on troubleshooting of production systems
Demonstrated 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 one-off fixes
Hands-on experience with observability tools (Datadog, Sentry, New Relic, or similar) and ticket management in Jira
Experience with incident management processes, including acting as incident commander or on-call responder
Experience debugging web applications using browser developer tools and tracing issues across the full stack
Ability to troubleshoot APIs, reproduce issues, and write clear defect reports for engineering teams
Calm under pressure with strong prioritization skills -- comfortable managing competing urgent requests simultaneously
Outstanding communication skills with the ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences
An excitement to learn new skills and technologies on the job
Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability

Benefits

An avenue to make a positive impact on people's lives and their health
We believe in preventative healthcare for everyone, including our team - Prenuvo provides free, whole-body scans to each team member
Growth opportunities are at the heart of our people journey, we’re doing big things with bright minds - there is no single path to success, it can be shaped along the way
Building strong relationships is at the core of everything we do - our team gets together each week to connect, share, and socialize
Recognizing time away to restore is vital to our wellbeing - we have a flexible vacation policy and we will encourage you to use it
We now offer the Prenuvo’s Commuter Benefits Plan to help cover your transit and parking costs. Whether you ride, drive, or park, we’ve got you covered—making your commute easier and more affordable!
Prenuvo offers a 401(k) retirement savings plan to eligible employees, allowing team members to make pre-tax 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 family

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

PythonTypeScriptNodeJSReacttroubleshootingincident managementAPI debuggingdefect reportingobservability toolssoftware development

Soft Skills

proactive mindsetstrong judgmentcalm under pressureprioritization skillsoutstanding communicationcollaborative workability to translate technical issuesexcitement to learn

Certifications

Bachelor's Degree in Computer Science