Sierra Consulting
Role Overview
We are seeking a Senior Support Engineer with strong system administration and troubleshooting skills to support healthcare-focused platforms and secure cloud environments. In this role, you will act as a senior technical escalation point, working directly with enterprise customers and internal engineering teams to resolve complex production issues.
You will support systems spanning Linux environments, Kubernetes clusters, cloud infrastructure, IAM integrations, and secure access workflows, ensuring platform reliability, compliance, and operational stability.
Key Responsibilities Investigate and resolve advanced support cases related to healthcare and enterprise SaaS platforms. Troubleshoot issues involving: Authentication and access control Secure system integrations Certificates, secrets, and encrypted communication Reproduce customer issues by building and maintaining test environments using Linux, Docker, Kubernetes, and related technologies. Analyze logs, system behavior, and infrastructure metrics to identify root causes and provide permanent fixes. Guide customers on secure configurations, compliance best practices, and operational standards. Collaborate closely with Engineering, DevOps, Security, and Product teams to escalate defects, validate fixes, and improve platform stability. Develop and maintain runbooks, SOPs, and knowledge base documentation. Contribute to internal automation, tooling, and process improvements. Provide on-call or after-hours support for critical production incidents, as required.
Key Responsibilities Investigate and resolve advanced support cases related to healthcare and enterprise SaaS platforms. Troubleshoot issues involving: Authentication and access control Secure system integrations Certificates, secrets, and encrypted communication Reproduce customer issues by building and maintaining test environments using Linux, Docker, Kubernetes, and related technologies. Analyze logs, system behavior, and infrastructure metrics to identify root causes and provide permanent fixes. Guide customers on secure configurations, compliance best practices, and operational standards. Collaborate closely with Engineering, DevOps, Security, and Product teams to escalate defects, validate fixes, and improve platform stability. Develop and maintain runbooks, SOPs, and knowledge base documentation. Contribute to internal automation, tooling, and process improvements. Provide on-call or after-hours support for critical production incidents, as required.