Support Systems Engineer

REE Medical

2d•$95,000 - $120,000•Remote

About The Position

The Systems Engineer supports the stability, functionality, and ongoing improvement of REE Medical’s core business applications, including Zoho, Monday.com, NetSuite, Jira, Zapier, and other operational systems. This role serves as an escalation point for technical issues involving these platforms, supports system integrations and workflows, and collaborates with engineering teams to ensure business systems operate reliably and efficiently.

Requirements

Minimum 5 years of experience supporting business applications (Zoho, Monday.com, NetSuite, Jira, Zapier, Salesforce, or similar platforms) in a professional environment.
Demonstrated expertise in diagnosing and resolving complex platform issues including configurations, automation, and integrations.
Experience leading or supporting the implementation of new business systems and sunsetting of legacy applications, including planning, data migration, user adoption, and decommissioning processes.
Working knowledge of APIs, webhooks, and integration tools for connecting business systems.
Familiarity with incident management processes, including P1/major incident coordination and post-incident review.
Experience with application monitoring and alerting tools (e.g., DataDog, NinjaOne) for proactive issue detection.
Experience with IT service management platforms such as Jira for ticket tracking and workflow management.
Excellent analytical, problem-solving, and organizational skills with the ability to balance multiple priorities in a fast-paced environment.
Strong verbal, written, and interpersonal communication skills, with the ability to engage both technical and non-technical stakeholders.
Ability to work independently and prioritize effectively in a dynamic, growing environment.
US citizens or those who are authorized to work in the US as full time employees (we do not provide visa sponsorship).

Nice To Haves

Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field preferred. Additional experience may be considered in lieu of degree.

Responsibilities

Serve as the escalation point for issues involving Zoho (front-end and back-end), Monday.com, NetSuite, Jira, Zapier, Slack integrations, RingCentral, Twilio, Calendly, and other REE core business applications.
Diagnose and resolve complex platform issues escalated by the support team.
Troubleshoot system configurations, automations, integrations, and workflow failures.
Investigate root causes and implement fixes that prevent recurrence.
Communicate technical findings clearly to support staff and business stakeholders.
Maintain stable and reliable operation of supported platforms so business teams can perform their work without disruption.
Monitor system performance using tools such as DataDog, respond to alerts, and identify potential issues before they impact users.
Improve system configurations, workflows, and automations to increase reliability and efficiency.
Support troubleshooting of integration failures between business systems.
Ensure platform configurations remain organized, maintainable, and scalable.
Identify and document system problems within problem management processes with problem tickets.
Identify areas of technical debt and provide solutions.
Own SaaS backend changes, application enhancements, and configuration updates.
Manage application upgrades, patches, and ongoing platform maintenance.
Respond to and help manage incidents affecting business applications, ensuring timely resolution and clear communication.
Respond to P1 and major incidents involving supported platforms, coordinating resolution with relevant teams.
Support P2–P5 incident handling for business application issues alongside the support team.
Triage escalated issues from the support team and determine appropriate resolution paths.
Participate in post-incident review and contribute to root cause documentation.
Support the design, troubleshooting, and improvement of integrations and automated workflows across business systems.
Assist with API-related troubleshooting and system integrations between internal platforms.
Support implementation of integrations such as NetSuite or other connected systems.
Improve automation and workflows to reduce manual processes and operational friction.
Evaluate, recommend, and support implementation of new tools and sunsetting of legacy applications.
Follow all established Jira ticket management standards to ensure transparency, accurate reporting, and efficient support operations.
Create and maintain knowledge articles for recurring system issues.
Document workflows, integrations, and configuration changes.
Build internal runbooks that enable support to resolve common issues without escalation.
Work effectively with Support, Engineering, and other business teams to ensure systems function reliably, and improvements are delivered successfully.
Act as a technical liaison between Support, Engineering, and operational teams.
Provide clear communication and status updates for complex technical issues.
Participate in system improvement initiatives and cross-team projects when needed.