Application Support Engineer, Tier 3

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September 18

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Get Well

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Healthcare Insurance • SaaS

Get Well is a digital whole health platform designed for enterprise healthcare solutions, focusing on enhancing patient engagement and experience across various touchpoints in the healthcare journey. The company offers a robust suite of tools, such as Get Well 360, which aims to activate, engage, and retain patients not only at points of care but also within their communities. Get Well's solutions are intended to improve the patient experience, support health equity, and transform care delivery for diverse groups including healthcare systems, government, and international providers. The platform provides interactive patient care, smart room experiences, and health plan solutions, all while ensuring high standards of security and interoperability. With a focus on holistic patient activation and care, Get Well is committed to empowering individuals and healthcare organizations to thrive.

201 - 500 employees

Founded 2001

⚕️ Healthcare Insurance

☁️ SaaS

📋 Description

• Serve as the primary after-hours support resource when needed, monitoring system alerts (e.g., Icinga), intaking and triaging client-reported issues, answering support calls, and escalating incidents • Perform production-level activities on behalf of Product Engineering, including executing critical deployments and troubleshooting complex issues • Expeditiously address Support Incident tickets that require Tier 3 Engineering resources • Liaise with Product Development and Engineering to form cross-functional relationships focused on knowledge transfer and development • Mentor and upskill Tier 2 agents to reduce Tier 3 ticket volume • Improve Support documentation and Knowledge Management • Provide Support Incident trends and insights to QA Engineering • Aid in documentation of Root Cause Analyses, Standard Operating Procedures, and technical knowledge articles • Support key production activities related to roadmap initiatives to ensure successful deployments, reliability, and scalability

🎯 Requirements

• Current or previous experience in a technical Support or Engineering role at Get Well • At least 5 years of tenure at Get Well in roles that demonstrate progressive technical responsibility (60 months) • Direct experience working on client production support issues, including triaging, troubleshooting, and resolving escalated incidents • Proven ability to navigate internal systems, tools, and processes (ticketing platforms, Icinga, technical documentation repositories, deployment workflows) • Advanced product knowledge and deep understanding of the technology stacks within the Get Well product portfolio • Experience navigating APIs, analyzing system logs, querying databases, and working with modern web application architectures • Demonstrated proficiency reading and interpreting system and application logs, including WildFly, NGINX, webOS, iPad, and AWS CloudWatch • Experience with both on-prem and cloud deployed infrastructure and knowledge of software deployment lifecycles • Exceptional problem-solving and troubleshooting skills • Ability to work effectively and positively across numerous teams within the organization • Strong written and verbal communication skills and client-facing comfort • Strong organizational and time management skills with ability to juggle multiple priorities • Flexibility in primary work hour scheduling, including weekends, holidays, and 3rd shift availability • Solution mindset with inclination toward operational improvement

🏖️ Benefits

• Exceptionally generous paid time away from work • A variety of paid leave programs • Savings opportunities with 401(k) and incentive plans • Internal education programs • Full array of health benefits • Fitness reimbursement • Cell phone subsidy • Casual offices with snacks and drinks • Peer recognition programs • Health advocacy and employee assistance programs • Pet insurance (yes, really)