RoleOwn day-to-day production health and customer issue resolution across our deployments. Issues here range from data ingestion failures and document processing pipeline errors to AI extraction accuracy problems and clinical UI bugs. You investigate, resolve what you can, escalate the rest with full context, and communicate clearly with clinical teams who depend on the platform daily.
Responsibilities- Investigate production issues end-to-end: trace across EHR data ingestion, document processing pipelines, AI extraction services, and application layer to classify root cause and resolve or escalate with full diagnostic context
- Monitor production systems across multiple customer deployments and cloud environments - catch pipeline failures, data quality drops, and extraction accuracy regressions before customers report them
- Communicate with clinical users (research coordinators, tumor registrars, data managers) - provide clear status updates and honest ETAs in non-technical language
- Build support infrastructure: define triage workflows, write runbooks for common failure modes (document ingestion errors, refresh inconsistencies, model output issues), set up monitoring dashboards and alerting
- Identify recurring issue patterns and translate them into product or engineering priorities
- Train additional support engineers as the function scales
Requirements- 3+ years in technical support, solutions engineering, or production operations at a SaaS or data platform company
- Can query SQL databases, read application logs through Grafana or Temporal, navigate AWS or Azure infrastructure, and trace issues through a multi-service backend
- Strong written communication for both technical teams and non-technical clinical users
- Comfortable building processes from scratch
Preferred- Built support tooling (ticketing, monitoring, runbooks) at an early-stage company
- Healthcare technology experience is a plus but not required
- Experience with data pipelines - can distinguish data quality issues from application bugs
- Familiarity with Kubernetes and containerized deployments
- On-call and incident response experience
