Support Engineer

Monogram Health

32d

About The Position

Under the supervision of the Lead Staff Software Engineer, the Support Engineer
(Tier 3) will be the critical link between our IT support tiers and the core
Engineering team. As the primary point of escalation for technician team
members, this role will dive deep into our clinical and patient-facing
applications to diagnose complex issues that others cannot resolve.

The successful candidate is a technical detective who enjoys the challenge of
"finding the needle in the haystack." You don't just find workarounds; you
identify root causes, write code to fix bugs, and ensure those fixes are
successfully released to production. This role is perfect for a developer who
enjoys troubleshooting, variety, and seeing the immediate impact of their work
on our users and patients.

Requirements

• Bachelor’s degree in information technology, Computer Science, Engineering, or equivalent work experience.
• Minimum of three (3) years of experience, including a minimum of two (2) years of experience in React (or similar frontend technologies) and a minimum of one (1) year of experience in  .NET Core/C#,  along with exposure to Azure (Azure Functions, App Services) and messaging-based solutions.
• Advanced debugging and critical thinking skills, as well as skills conducting root cause analysis.
• Demonstrated interpersonal skills with the ability to translate complex technical issues into understandable terms for non-technical stakeholders.

Nice To Haves

• Experience with the healthcare industry and familiarity with HL7 or FHIR preferred.

Responsibilities

• Act as the primary point of contact for the IT organization when Level 1 and 2 support teams are unable to resolve technical issues.
• Independently perform deep-dive investigations into application behavior, database logs, and code logic to identify the root cause of reported incidents.
• Develop, test, and implement code-level fixes for identified bugs within our .NET and React stack.
• Manage the end-to-end lifecycle of a fix, from initial verification to overseeing its deployment through the CI/CD pipeline.
• Work closely with Software Engineers to perform RCAs, ensuring that critical issues are not just patched, but structurally prevented from recurring.
• Maintain a knowledge base of known issues and resolutions to empower Level 1 and 2 teams.
• Participate in agile ceremonies and work with Product Owners to prioritize high-impact bugs within the development backlog.
• Verify that bug fixes specifically address the reported issue without introducing regressions into the clinical environment.

Benefits

• Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
• Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources
• Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
• Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level