Platform Support Engineer (USA Remote)

LetsGetChecked

Tampa, FL, US / Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/03/2021
  • Website: letsgetchecked.com
  • Company Address: 330 W 38th St, New York, 10018, US

About LetsGetChecked

Leveraging home lab testing and teleconsult to drive improved remote care

Job Description

LetsGetChecked is a global leader in personal health testing. Our medical technology platform provides connectivity between customers and our global network of laboratories. We are enabling customers to order, manage and track their own clinical outcomes through a personal online account.

Our Operations and Platform Support Engineer will be responsible for monitoring and addressing all system-related LGC incidents and outages, ensuring that the quality of services is compliant with service specifications and operational needs, and escalates as needed.

You will join us in supporting our large scale, distributed platform spanning across multiple geographic locations. Our platform resides fully in AWS, operates in dozens of markets globally and focuses on ease of use for our customers along with integrity & security for the data they trust us with.

Responsibilities and duties:

    We are seeking an experienced Operations and Platform Support Engineer based in the US (remote) to provide system and/or data support, monitoring, and process improvement for our Cloud based (AWS) healthcare platform
    Our Operations and Platform Support engineers resolve complex technical issues ranging from general guidance on the technical / cloud services to technical deep-dives identifying and resolving complex data configuration and operations issues to service level monitoring across our platform
    Our engineers will facilitate detailed investigations of service disruptions and metrics
    Must be extremely customer focused and passionate about performance, reliability and operations
    Must be extremely detail oriented, with excellent oral and written communications skills.
    Looking for a critical thinker who goes above and beyond immediate sphere of responsibility
    Experienced with commercial products and environments
    Ability to articulate complex technical concepts to a variety of audiences
    Highly motivated to solve customer problems with technical expertise
    Maintain positive communication in a timely manner with customers and team members
    Collaborative working style

Requirements

What we expect from you:

    Monitor (drive) customer configurations to ensure service delivery and implementations meet customer expectations
    Respond to reported/escalated support issues in a timely manner
    Collect logs related to customer affecting issues and investigate for possible root cause
    Resolve support issues though investigation, replication, and troubleshooting
    Participate in internal and customer-facing calls related to support issues
    Interact directly with customers (as needed) to obtain additional information or to provide status updates or resolutions
    Interact with various internal teams (R&D, QA, etc) to resolve support issues
    Organize and lead conference calls during customer-affecting service disruptions
    Make decisions/recommendations to improve processes, avoid delays and issues, and improve customer satisfaction
    Update knowledge Base upon resolution of a support issue to document the solution for future reference
    Ensure Service Level Targets for Case Response and Availability are met in a timely fashion
    Monitor systems for performance, troubleshooting and fault analysis
    Maintain High Level and Low Level Design of new and existing customers
    Manage/participate in customer onboarding, strategy and complex solutions
    Participate in infrastructure upgrade projects

Required skills and experience:

    BS in Computer Science (or related technical and/or data management discipline) or equivalent industry experience
    3+ years’ experience in technical operations with a curiosity and desire to learn new technologies
    Proven detailed experience in supporting large-scale enterprise customers
    Highly technical, analytical, operations focused, with high attention to detail
    Excellent communicator, proactive and self-sufficient, with strong organizational, time management and problem-solving skills
    Passion for best quality practice and continuous professional development

Our preferred Qualifications:

    Expertise in geo-distributed Cloud environments (preferably AWS)
    Knowledge of Operating Systems (Windows and Linux)
    Knowledge of data environments including (MSSQL, Elastice, NoSQL, DynamoDB, etc.)
    Knowledge of complex network environments
    Knowledge of Web Technologies
    Knowledge of mobile technologies (iOS and Android)
    Experience client reporting
    Experience with container technologies, e.g. Docker, Kubernetes
    DevOps and Continuous Integration and Continuous Delivery (CI/CD) knowledge
    Information Security and CyberSecurity knowledge
    Healthcare technical experience (HL7, FHIR, EDI, etc.)

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.