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Saving lives with breakthrough proactive cancer & major disease screening
Escalations Engineer
Location
United States
Posted
95 days ago
Salary
$90K - $110K / year
Seniority
Senior
Job Description
Escalations Engineer
Prenuvo
• 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
Job 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
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