Own investigation and resolution of the most complex technical support issues, including cross-service and production-impacting incidents.
Serve as a senior escalation point for high-severity incidents, driving root cause analysis and durable fixes.
Identify patterns in recurring issues and design automation, tooling, or process improvements to eliminate manual work.
Partner with Product and Engineering teams to advocate for observability, system reliability, and operational simplicity.
Contribute to and improve internal runbooks, documentation, and support workflows.
Translate support trends into actionable insights that improve platform stability and user experience.
Participate in incident response rotations and contribute to blameless postmortems.

Requirements

7+ years of experience in Support Engineering, Site Reliability Engineering, or Software Engineering.
Strong ability to read, understand, and debug production code in modern web application stacks.
Experience conducting structured root cause analysis for complex, distributed systems.
Experience responding to incidents where reliability directly impacts users.
Demonstrated ability to independently scope and drive technical improvements from problem identification to implementation.
Strong written and verbal communication skills, including the ability to explain complex technical concepts clearly to non-technical stakeholders.
Familiarity with AWS infrastructure and modern observability tools such as Datadog, Sentry, or Splunk.
Experience building internal tooling or automation to improve engineering efficiency.
Experience in HIPAA-compliant or highly regulated environments.

Benefits

Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
Employer sponsored 401(k) match of up to 2% for retirement planning
A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
We offer competitive paid time off policies including vacation, sick leave and company holidays.
At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals.
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
Up to $1,000 Professional Development Reimbursement a year.
$200 per year donation matching to support your favorite causes.

Applicant Tracking System Keywords

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

Hard Skills & Tools

Support EngineeringSite Reliability EngineeringSoftware Engineeringroot cause analysisdebuggingautomationinternal toolingincident responseproduction codeweb application stacks

Soft Skills

problem identificationtechnical improvementswritten communicationverbal communicationexplain technical conceptsindependent workcollaborationadvocacypattern identificationprocess improvement