About the roleWhen something goes wrong on the Transform9 platform, a real patient can't reach their doctor. The Production Support Engineer is the first line of defense - monitoring the platform, triaging incoming issues, and working quickly to restore service. This is an engineering role, not a help desk role: you'll dig into logs, reproduce bugs, escalate with clear context, and close the loop with customers. You'll work closely with senior engineers and gain deep exposure to a modern voice AI platform in a high-stakes environment.
What you'll do- Monitor platform health and proactively identify issues before they impact customers
- Triage and prioritize incoming production issues from internal teams and customers
- Investigate failures using logs, metrics, and observability tooling - reproduce, isolate, and document issues clearly
- Perform first-level engineering triage: distinguish configuration issues, integration failures, infrastructure events, and application bugs
- Escalate well-characterized issues to the appropriate engineering team with full context
- Communicate clearly with Customer Success and affected customers during incidents
- Maintain and improve runbooks, triage guides, and support documentation
- Participate in on-call rotation
- Develop production-grade practices consistent with HIPAA and healthcare security standards
LocationOn-site at our Birmingham, AL office.
Requirements- 3-5 years in a technical support, production support, or junior engineering role
- Ability to read and navigate backend code (Python or TypeScript preferred) - not expected to write features, but must be able to follow logic and identify likely failure points
- Comfort with log analysis and observability tooling (CloudWatch, Datadog, Grafana, or equivalent)
- Strong written communication - able to write clear, concise incident summaries and escalation notes
- Solid understanding of REST APIs and how to use tools like Postman or curl to test and debug
- Ability to work calmly and methodically under pressure
- Eagerness to learn and grow toward a full engineering role
Nice to have- Experience supporting SaaS platforms or API-based products
- Familiarity with AWS services and cloud infrastructure basics
- Exposure to telephony, voice, or healthcare platforms
- Experience writing or maintaining technical runbooks
Benefits- Top-tier health coverage: medical, dental & vision
- 401(k)
- Paid time off + holidays, and paid parental leave
If you want to fix the front door of healthcare, we'd love to hear from you.
