LetsGetChecked is a global leader in personal health testing. Our medical technology platform provides connectivity between customers and our global network of laboratories. We are enabling customers to order, manage and track their own clinical outcomes through a personal online account.
Our Operations and Platform Support Engineer will be responsible for monitoring and addressing all system-related LGC incidents and outages, ensuring that the quality of services is compliant with service specifications and operational needs, and escalates as needed.
You will join us in supporting our large scale, distributed platform spanning across multiple geographic locations. Our platform resides fully in AWS, operates in dozens of markets globally and focuses on ease of use for our customers along with integrity & security for the data they trust us with.
Responsibilities and duties: * We are seeking an experienced Operations and Platform Support Engineer based in the US (remote) to provide system and/or data support, monitoring, and process improvement for our Cloud based (AWS) healthcare platform * Our Operations and Platform Support engineers resolve complex technical issues ranging from general guidance on the technical / cloud services to technical deep-dives identifying and resolving complex data configuration and operations issues to service level monitoring across our platform * Our engineers will facilitate detailed investigations of service disruptions and metrics * Must be extremely customer focused and passionate about performance, reliability and operations * Must be extremely detail oriented, with excellent oral and written communications skills. * Looking for a critical thinker who goes above and beyond immediate sphere of responsibility * Experienced with commercial products and environments * Ability to articulate complex technical concepts to a variety of audiences * Highly motivated to solve customer problems with technical expertise * Maintain positive communication in a timely manner with customers and team members * Collaborative working style
What we expect from you: * Monitor (drive) customer configurations to ensure service delivery and implementations meet customer expectations * Respond to reported/escalated support issues in a timely manner * Collect logs related to customer affecting issues and investigate for possible root cause * Resolve support issues though investigation, replication, and troubleshooting * Participate in internal and customer-facing calls related to support issues * Interact directly with customers (as needed) to obtain additional information or to provide status updates or resolutions * Interact with various internal teams (R&D, QA, etc) to resolve support issues * Organize and lead conference calls during customer-affecting service disruptions * Make decisions/recommendations to improve processes, avoid delays and issues, and improve customer satisfaction * Update knowledge Base upon resolution of a support issue to document the solution for future reference * Ensure Service Level Targets for Case Response and Availability are met in a timely fashion * Monitor systems for performance, troubleshooting and fault analysis * Maintain High Level and Low Level Design of new and existing customers * Manage/participate in customer onboarding, strategy and complex solutions * Participate in infrastructure upgrade projects
Required skills and experience: * BS in Computer Science (or related technical and/or data management discipline) or equivalent industry experience * 5+ years’ experience in technical operations with a curiosity and desire to learn new technologies * Proven detailed experience in supporting large-scale enterprise customers * Highly technical, analytical, operations focused, with high attention to detail * Excellent communicator, proactive and self-sufficient, with strong organizational, time management and problem-solving skills * Passion for best quality practice and continuous professional development
Our preferred Qualifications: * Expertise in geo-distributed Cloud environments (preferably AWS) * Knowledge of Operating Systems (Windows and Linux) * Knowledge of data environments including (MSSQL, Elastic, NoSQL, DynamoDB, etc.) * Knowledge of complex network environments * Knowledge of Web Technologies * Knowledge of mobile technologies (iOS and Android) * Experience client reporting * Experience with container technologies, e.g. Docker, Kubernetes * DevOps and Continuous Integration and Continuous Delivery (CI/CD) knowledge * Information Security and CyberSecurity knowledge * Healthcare technical experience (HL7, FHIR, EDI, etc.)