Application Support Engineer (Tier 3)

GetWellNetwork, Inc. • Bethesda, MD

100d • $95,000 - $120,000

About The Position

The objective of this role is to improve both the employee and client experience as it relates to the 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 also focus on supporting key production activities related to roadmap initiatives, helping to ensure the successful deployment, reliability, and scalability of future product enhancements.

Requirements

• Current or previous experience in a technical Support or Engineering role at Get Well.
• At least 5 years of tenure at Get Well in roles that demonstrate progressive technical responsibility, collaboration across teams, and a commitment to client satisfaction — however, high-performing team members with less tenure are also encouraged to apply.
• Direct experience working on client production support issues, including triaging, troubleshooting, and resolving escalated incidents, preferably in collaboration with Product Development and Engineering.
• Proven ability to navigate internal systems, tools, and processes, such as ticketing platforms, Icinga, technical documentation repositories, and deployment workflows.
• Advanced product knowledge and deep understanding of the technology stacks within the Get Well product portfolio.
• Experience navigating APIs, analyzing system logs, querying databases, and working with modern web application architectures.
• Demonstrated proficiency in reading and interpreting various types of system and application logs, including WildFly, NGINX, webOS, iPad, and AWS CloudWatch.
• Exceptional problem-solving and troubleshooting skills.
• Experience with both on-prem and cloud deployed infrastructure and knowledge of software deployment lifecycles in multiple environments.
• Ability to work effectively and positively across numerous teams within the organization.
• Strong written and verbal communication skills with the ability to work with ease in client-facing scenarios.
• Demonstration of strong organizational and time management skills with the ability to juggle multiple priorities.
• Solution mindset with an inclination towards identifying opportunities for operational improvement.

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 complex issues, 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.
• Appropriately liaise with Product Development and Engineering resources, forming a durable and cross-functional relationship that focuses on ongoing knowledge transfer and professional development.
• Mentor and upskill Tier 2 agents so there is expanded knowledge and skill sets, ultimately reducing the number of tickets that require Tier 3 support.
• Improve upon existing Support documentation to improve the health of Knowledge Management.
• Provide Support Incident trends and insights to QA Engineering to help fortify the health of software as it’s released.
• Aid in documentation of Root Cause Analyses, Standard Operating Procedures, and general technical knowledge articles for client and internal consumption using lessons learned to proactively address similar issues moving forward.
• Flexibility in primary work hour scheduling is expected, including on weekends or holidays, to appropriately address the needs of clients and business operations.

Benefits

• Exceptionally generous paid time away from work.
• A variety of paid leave programs.
• Savings opportunities with 401(k) and incentive plans.
• Internal education programs.
• Full array of health benefits.
• Fitness reimbursement.
• Cell phone subsidy.
• Casual offices with snacks and drinks.
• Peer recognition programs.
• Health advocacy and employee assistance programs.
• Chili cook-offs.
• Pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees