Job description
Title: Application Support Engineer (Tier 3)
Reporting to: VP, Managed Services & Support
Location: Remote
Primary Working Hours: 3rd shift, specific schedule TBD
Opportunity:
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.
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 on-going 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
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
About Get Well:
Now part of the SAI Group family, Get Well is redefining digital patient engagement by putting patients in control of their personalized healthcare journeys, both inside and outside the hospital. Get Well is combining high-tech AI navigation with high-touch care experiences driving patient activation, loyalty, and outcomes while reducing the cost of care. For almost 25 years, Get Well has served more than 10 million patients per year across over 1,000 hospitals and clinical partner sites, working to use longitudinal data analytics to better serve patients and clinicians. AI innovator SAI Group led by Chairman Romesh Wadhwani is the lead growth investor in Get Well. Get Well’s award-winning solutions were recognized again in 2024 by KLAS Research and AVIA Marketplace. Learn more at Get Well and follow-us on LinkedIn and Twitter.
When it comes to careers, our approach is simple: empower employees to do their best work and live their best professional and personal lives. Meeting the needs of a diverse group of employees across more than 30 states means offering tools to support financial, physical and emotional well-being and the choice to design what meets your needs. You’ll find everything you’d expect and many things you don’t: 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 (yes, really) and so much more. Our most valuable benefit? An environment that supports YOU. The estimated pay range for this position is $95,000 - $120,000 in base salary plus bonus. Base salary is dependent on many factors including, but not limited to education, experience and skills. This range is subject to change and may be modified in the future.
Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
