We are seeking a highly motivated
Software Engineer - Support to ensure the stability, availability, performance, and operational excellence of critical enterprise applications, APIs, and cloud platforms. This role is responsible for providing advanced production support, leading incident resolution efforts, driving root cause analysis, and collaborating with cross-functional teams to maintain highly reliable services.
The ideal candidate will possess strong troubleshooting skills, experience supporting large-scale applications, and a passion for continuous improvement through automation, observability, and AI-enabled solutions.
You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:Production Support & Incident Management- Provide Level 3 production support for enterprise applications, APIs, cloud services, and integrated business platforms
- Investigate, troubleshoot, and resolve complex production incidents, service disruptions, and customer-reported issues
- Lead incident response activities, facilitate bridge calls, coordinate recovery efforts, and provide timely stakeholder communications during major outages
- Perform detailed root cause analysis (RCA) and drive corrective and preventive actions to prevent recurring issues
- Manage incidents throughout their lifecycle, ensuring proper documentation, escalation, resolution, and post-incident review activities
- Support production deployments, release validations, and maintenance activities
- Participate in a 24x7 on-call support rotation and provide after-hours support for critical business-impacting incidents
Operational Excellence- Develop and maintain support runbooks, troubleshooting guides, knowledge articles, and operational documentation
- Identify recurring issues and recommend processes, configuration, monitoring, or system improvements to enhance platform stability and reliability
- Support problem management efforts by identifying trends, recurring defects, and opportunities for service improvement
- Collaborate with engineering, infrastructure, database, cloud, network, and security teams to resolve cross-functional production issues
- Support disaster recovery testing, resiliency validation, and operational readiness activities
- Adhere to ITIL Incident, Problem, Change, and Service Management processes
Monitoring, Observability & Automation- Utilize monitoring and observability tools such as Splunk, Dynatrace, Grafana, Azure Monitor, Application Insights, or equivalent platforms to monitor system health and performance
- Analyze application, system, API, and database logs to diagnose and resolve production issues
- Create and maintain dashboards, alerts, and operational reports to improve service visibility and incident response
- Leverage enterprise-approved AI tools and automation solutions to streamline workflows, accelerate troubleshooting, and improve operational efficiency
- Drive continuous improvement initiatives through automation, scripting, and process optimization
Cloud & Platform Support- Support applications and services hosted on modern cloud platforms and distributed architectures
- Partner with development teams on deployments, platform upgrades, migrations, modernization efforts, and operational readiness reviews
- Support capacity planning, performance tuning, vulnerability remediation, certificate management, and compliance initiatives
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
- 4+ years of experience in production support, application support, or software engineering
- 4+ years of experience supporting large-scale enterprise applications and services
- 4+ years of experience working with cloud technologies
- 2+ years of experience working with Oracle or other relational database environments
- 2+ years of experience using monitoring and observability platforms such as Splunk, Dynatrace, Grafana, Azure Monitor, or equivalent tools
- 2+ years of experience analyzing applications, infrastructure, API, and database logs to diagnose production issues
- 2+ years of experience supporting APIs, microservices, and distributed systems
- 2+ years of experience working within a 24x7 operational support environment with on-call responsibilities
Preferred Qualifications:- Experience leading major incident management and coordinating cross-functional outage response activities
- Experience supporting highly regulated or mission-critical environments
- Knowledge of cloud-native architectures, containers, and orchestration platforms
- Knowledge of ITIL Incident, Problem, and Change Management processes
- Experience with vulnerability remediation, certificate lifecycle management, and operational compliance activities
- Experience leveraging enterprise-approved AI tools to streamline operational workflows and improve support effectiveness
- Strong stakeholder management and collaboration skills
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
#RPO #GREEN
