What you will do:

Company is looking for a dedicated, hands-on Senior Staff Escalation Engineer to join our growing organization. As part of the engineering team, you will be a resource to the customer support teams as a last recourse for technical escalations. You will resolve production problems across a wide variety of technologies such as networks, databases, server virtualization, cloud deployments and others. If there is a software problem, you will partner with the development team to create a fix or implement a temporary mitigation until a permanent solution becomes available. You will also participate in special projects for customer requests for feature customization or expansion. You will be a part of a team that provides on call support to fix urgent customer issues. This position reports to the Chief Engineer, Software Engineering.

Responsibilities:

• Lead efforts to resolve customer service outages in an expedited manner and minimize the disruptions experienced by the clinical staff

• Record relevant data regarding a production issue, provide problem summary to non-subject matter experts

• Analyze problems and implement code changes or scripts to provide temporary mitigation to minimize disruption if a permanent fix is not immediately available

• Collaborate with the Quality Assurance department to communicate production related problems and coordinate the associated validation prior to customer deployment; incorporating new tests into the standard validation workflows

• Investigate and solve customer infrastructure problems (e.g. wired/wireless network, virtualization resources,

• authentication/security, etc) that may be indirectly causing production problems, conduct functional and performance characterization to extract evidence of root cause

• Identify database underperformance issues and implement changes to resolve, make data changes to rectify incorrect input information

• Work with the Edge development teams to improve quality and support of production issues

• Tackle engineering tasks that may not be assigned to other engineering teams due to resource issues, including product development, integration testing, performance profiling, etc.