Senior Engineer, Production Support

The role

You will be the first technical responder for production issues affecting clinic apps, backend services, and legacy integrations. You will build monitoring, alerting, and automation tools to detect and resolve issues.

What you will do

• Serve as the primary responder for customer-impacting issues across the clinic app, backend services, and legacy integrations.
• Use AI-assisted tools to trace a reported symptom through the API layer to its source.
• Build and maintain monitoring and alerting using tools such as Datadog, Sentry, and GCP.
• Write Python scripts and small tools that automate detection and repeated diagnostic work.
• Define the ticket taxonomy and report on volume, resolution time, and recurring categories.
• Set response and resolution SLAs with Hospital Success and maintain runbooks for common issues.
• Bring recurring failure patterns to engineering with the data needed to prioritize a permanent fix.
• Explain technical issues clearly to clinic staff and internal teams.

Required qualifications

• Triaged and resolved production incidents in a SaaS environment.
• Read backend logs and API errors comfortably and can trace an issue through a client application.
• Know your way around the application data models and are proficient in SQL.
• Write Python for automation and reporting.
• Built or configured monitoring and dashboards.
• Explain technical problems clearly to non-technical customers.
• Available for escalation coverage during US business hours.

Nice to have

• Experience with GCP, Datadog, or Sentry.
• Experience on an on-call rotation.
• Experience setting up ticket tagging and reporting in Zendesk, Linear, or similar.
• Experience in healthcare or another regulated industry.

Before you apply

• Process includes a conversation with the hiring manager, a working session based on the actual job, and conversations with the people you would work with most.

About the company

Nest builds care plan infrastructure for veterinary hospitals. The company handles enrollment, recurring billing, analytics, marketing, and seller-of-record compliance.