Get Well
Overview
Title:
Application Support Engineer (Tier 3) Reporting to:
VP, Managed Services & Support Location:
Remote Primary Working Hours:
3rd shift, specific schedule TBD The objective of this role is to improve both the employee and client experience as it relates to issue identification, diagnosis, handling and resolution on Support Incidents in client production environments that require input from advanced technical resources. The Application Support Engineer will be ingrained in the day to day operations of the Product Development and Product Engineering teams, supporting Get Well’s entire product suite. In addition to resolving production-level issues, this role will focus on supporting key production activities related to roadmap initiatives, helping to ensure the successful deployment, reliability, and scalability of future product enhancements.
Responsibilities
Serve as the primary after-hours support resource when needed, fulfilling the core responsibilities of Client Support Specialists and Client Support Engineers—including monitoring system alerts (e.g., Icinga), intaking and triaging client-reported issues, answering support calls, and escalating incidents in alignment with established support protocols
Be available to perform production-level activities on behalf of Product Engineering, including executing critical deployments, troubleshooting, and supporting high-priority roadmap initiatives to ensure system stability and successful feature delivery
Expeditiously address Support Incident tickets that require handling by Tier 3 Engineering resources
Liaise with Product Development and Engineering resources to foster cross-functional collaboration and ongoing knowledge transfer
Mentor and upskill Tier 2 agents to expand knowledge and reduce Tier 3 ticket volume
Improve existing Support documentation to enhance Knowledge Management health
Provide Support Incident trends and insights to QA Engineering to strengthen software health upon release
Document Root Cause Analyses, Standard Operating Procedures, and technical knowledge articles for clients and internal use; apply lessons learned to prevent recurrence
Maintain flexibility in primary work hours, including availability on weekends or holidays to meet client and business needs
Requirements
Current or previous experience in a technical Support or Engineering role at Get Well
At least 5 years at Get Well in roles with progressive technical responsibility and a focus on client satisfaction; high-performing candidates with less tenure are encouraged to apply
Direct experience in client production support: triaging, troubleshooting, and resolving escalated incidents, preferably with collaboration from Product Development and Engineering
Proven ability to navigate internal systems, tools, and processes (ticketing platforms, Icinga, documentation repositories, deployment workflows)
Advanced product knowledge and deep understanding of the technology stacks within the Get Well product portfolio
Experience with APIs, logs analysis, database querying, and modern web app architectures
Ability to read and interpret system logs (e.g., WildFly, NGINX, webOS, iPad, AWS CloudWatch)
Strong problem-solving and troubleshooting skills
Experience with both on-prem and cloud deployments and knowledge of software deployment lifecycles across environments
Ability to collaborate effectively across multiple teams
Strong written and verbal communication skills for client-facing scenarios
Excellent organization and time management, with the ability to juggle multiple priorities
Solution-minded with a focus on operational improvements
About Get Well Now part of the SAI Group family, Get Well is redefining digital patient engagement by putting patients in control of their personalized healthcare journeys, both inside and outside the hospital. Get Well combines AI navigation with high-touch care experiences to drive patient activation, loyalty, and outcomes while reducing the cost of care. Get Well serves millions of patients per year across hospitals and clinical partner sites. Learn more at Get Well and follow-us on LinkedIn and Twitter.
Our approach to careers is to empower employees to do their best work and live their best professional and personal lives. We offer generous paid time away, various leave programs, 401(k) and incentive plans, health benefits, and other programs designed to support employees. The estimated pay range for this position is $95,000 - $120,000 in base salary plus bonus. This range may be modified in the future.
Get Well is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
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Title:
Application Support Engineer (Tier 3) Reporting to:
VP, Managed Services & Support Location:
Remote Primary Working Hours:
3rd shift, specific schedule TBD The objective of this role is to improve both the employee and client experience as it relates to issue identification, diagnosis, handling and resolution on Support Incidents in client production environments that require input from advanced technical resources. The Application Support Engineer will be ingrained in the day to day operations of the Product Development and Product Engineering teams, supporting Get Well’s entire product suite. In addition to resolving production-level issues, this role will focus on supporting key production activities related to roadmap initiatives, helping to ensure the successful deployment, reliability, and scalability of future product enhancements.
Responsibilities
Serve as the primary after-hours support resource when needed, fulfilling the core responsibilities of Client Support Specialists and Client Support Engineers—including monitoring system alerts (e.g., Icinga), intaking and triaging client-reported issues, answering support calls, and escalating incidents in alignment with established support protocols
Be available to perform production-level activities on behalf of Product Engineering, including executing critical deployments, troubleshooting, and supporting high-priority roadmap initiatives to ensure system stability and successful feature delivery
Expeditiously address Support Incident tickets that require handling by Tier 3 Engineering resources
Liaise with Product Development and Engineering resources to foster cross-functional collaboration and ongoing knowledge transfer
Mentor and upskill Tier 2 agents to expand knowledge and reduce Tier 3 ticket volume
Improve existing Support documentation to enhance Knowledge Management health
Provide Support Incident trends and insights to QA Engineering to strengthen software health upon release
Document Root Cause Analyses, Standard Operating Procedures, and technical knowledge articles for clients and internal use; apply lessons learned to prevent recurrence
Maintain flexibility in primary work hours, including availability on weekends or holidays to meet client and business needs
Requirements
Current or previous experience in a technical Support or Engineering role at Get Well
At least 5 years at Get Well in roles with progressive technical responsibility and a focus on client satisfaction; high-performing candidates with less tenure are encouraged to apply
Direct experience in client production support: triaging, troubleshooting, and resolving escalated incidents, preferably with collaboration from Product Development and Engineering
Proven ability to navigate internal systems, tools, and processes (ticketing platforms, Icinga, documentation repositories, deployment workflows)
Advanced product knowledge and deep understanding of the technology stacks within the Get Well product portfolio
Experience with APIs, logs analysis, database querying, and modern web app architectures
Ability to read and interpret system logs (e.g., WildFly, NGINX, webOS, iPad, AWS CloudWatch)
Strong problem-solving and troubleshooting skills
Experience with both on-prem and cloud deployments and knowledge of software deployment lifecycles across environments
Ability to collaborate effectively across multiple teams
Strong written and verbal communication skills for client-facing scenarios
Excellent organization and time management, with the ability to juggle multiple priorities
Solution-minded with a focus on operational improvements
About Get Well Now part of the SAI Group family, Get Well is redefining digital patient engagement by putting patients in control of their personalized healthcare journeys, both inside and outside the hospital. Get Well combines AI navigation with high-touch care experiences to drive patient activation, loyalty, and outcomes while reducing the cost of care. Get Well serves millions of patients per year across hospitals and clinical partner sites. Learn more at Get Well and follow-us on LinkedIn and Twitter.
Our approach to careers is to empower employees to do their best work and live their best professional and personal lives. We offer generous paid time away, various leave programs, 401(k) and incentive plans, health benefits, and other programs designed to support employees. The estimated pay range for this position is $95,000 - $120,000 in base salary plus bonus. This range may be modified in the future.
Get Well is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
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#J-18808-Ljbffr