Production Support Engineer

Transform9 • Birmingham, AL

5h • Hybrid

About The Position

When something goes wrong on the Transform9 platform, a real patient can't reach their doctor. The Production Support Engineer is the first line of defense — monitoring the platform, triaging incoming issues, and working quickly to restore service. This is an engineering role, not a help desk role: you'll dig into logs, reproduce bugs, escalate with clear context, and close the loop with customers. You'll work closely with senior engineers and gain deep exposure to a modern voice AI platform in a high-stakes environment.

Requirements

• 3–5 years in a technical support, production support, or junior engineering role
• Ability to read and navigate backend code (Python or TypeScript preferred) — not expected to write features, but must be able to follow logic and identify likely failure points
• Comfort with log analysis and observability tooling (CloudWatch, Datadog, Grafana, or equivalent)
• Strong written communication — able to write clear, concise incident summaries and escalation notes
• Solid understanding of REST APIs and how to use tools like Postman or curl to test and debug
• Ability to work calmly and methodically under pressure
• Eagerness to learn and grow toward a full engineering role

Nice To Haves

• Experience supporting SaaS platforms or API-based products
• Familiarity with AWS services and cloud infrastructure basics
• Exposure to telephony, voice, or healthcare platforms
• Experience writing or maintaining technical runbooks

Responsibilities

• Monitor platform health and proactively identify issues before they impact customers
• Triage and prioritize incoming production issues from internal teams and customers
• Investigate failures using logs, metrics, and observability tooling — reproduce, isolate, and document issues clearly
• Perform first-level engineering triage: distinguish configuration issues, integration failures, infrastructure events, and application bugs
• Escalate well-characterized issues to the appropriate engineering team with full context
• Communicate clearly with Customer Success and affected customers during incidents
• Maintain and improve runbooks, triage guides, and support documentation
• Participate in on-call rotation
• Develop production-grade practices consistent with HIPAA and healthcare security standards

Benefits

• Top-tier health coverage: medical, dental & vision
• 401(k)
• Paid time off + holidays, and paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed