Customer Reliability Engineer

Job not on LinkedIn

September 10

⛰️ Colorado – Remote

Although this job is listed in Colorado, this company may be open to hiring remote in other states.

+2 more states

⛰️ Colorado – Remote 🎰 Nevada – Remote 🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Pager Health

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Healthcare Insurance • SaaS • Artificial Intelligence

Pager Health is a connected health platform company that enables healthcare enterprises to deliver high-engagement, intelligent health experiences for their patients, members, and teams through integrated technology, AI, and concierge services. Their solutions provide secure access and support proactive, personalized care across the healthcare journey, improving engagement and satisfaction for users.

201 - 500 employees

Founded 2014

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Serve as the Tier III technical escalation point for complex customer issues that cannot be resolved by Tier I or Tier II teams. • Troubleshoot, diagnose, and resolve advanced technical problems across multiple platforms, systems, and integrations. • Collaborate with engineering and product teams to reproduce issues, identify root causes, and implement permanent fixes. • Proactively monitor system performance, reliability, and availability, escalating incidents as needed. • Partner with Customer Success and Account Management to ensure customers receive timely updates and resolution paths. • Document technical solutions, best practices, and troubleshooting guides for internal teams and customer self-service resources. • Analyze incident trends and recommend product or process improvements to reduce recurring issues. • Participate in on-call rotation to provide after-hours support for critical customer issues.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent hands-on experience. • 5+ years of experience in technical support, customer reliability, or engineering roles with at least 2 years handling Tier III escalations. • Strong troubleshooting skills across operating systems, networks, APIs, databases, and cloud-based platforms. • Demonstrated experience with logging, monitoring, and diagnostic tools - we use New Relic. • Familiarity with scripting or automation languages (Python, Bash, PowerShell, etc.). • Excellent communication skills with the ability to explain complex technical issues to both technical and non-technical audiences.

🏖️ Benefits

• stock options • a range of medical, dental, vision, financial, generous PTO, stipends for professional development, and wellness benefits